"South Russian State University of Economics and Service"

(FGBOU VPO "YURGUES")

Kavminvodsk Institute of Service (branch)

(KMVIS FGBOU VPO "YURGUES")

"Psychology and Ethics business communication»

The purpose of this tutorial is a structured description practical exercises in the discipline necessary for the successful mastery of basic psychological skills in the process of studying it. With the help of this manual, the author sets the task for students, using various psychological techniques, as well as the necessary theoretical material, to explore their individuality and develop basic psychological skills.

This course builds on students' knowledge of the previously studied humanitarian disciplines: philosophy, general psychology and pedagogy, sociology. The selection of topics for practical classes was carried out taking into account the requirements of the state educational standard and the specifics of the future professional activities of students.

Topics of practical classes in the discipline "Psychology and ethics of business communication"

in the discipline "Psychology and ethics of business communication."

Lesson number 1. Topic: Characteristics of the types of communication: formal - role-playing, business, spiritual, manipulative, secular.

1.Discussion theoretical questions on this topic:

The concept of communication as a multifaceted process.

Types of communication, their characteristics.

Stages of communication, their functions.

Basic skills and qualities necessary for communication.

2. Practical tasks:

- Give a brief description of the types of communication presented in the classification.

I . For the purpose of communication:

1. "Contact masks" -____________________________________________

2. Primitive communication - ______________________________________________

3. Formal role-playing communication - __________________________________

4. Business communication - ____________________________________________

5. Interpersonal (spiritual) communication - _____________________

6. Manipulative communication - _____________________________________

7. Secular fellowship- ____________________________________________

II. By means of communication:

1. Verbal -__________________________________________________

2. Non-verbal - ________________________________________________

III . Depending on various features:

1. Contact-remote- _____________________________________________________________

2. Direct - indirect - ____________________________

3. Oral-written - ___________________________________________

-Determine the functions of each of the stages of communication:

1. Making contact.

2. The phase of focusing on something, some problem, the task of the parties and the development of the topic.

4. Phase of maintenance of attention.

5. Phase of argumentation and persuasion,

6. The phase of fixing the result.

7.Exit contact.

3. Exercises:

1. Qualities essential for business communication

- Empathy- the ability to see through the eyes of others, to understand it just like they do.

- benevolence- respect, sympathy, the ability to understand people even when they do not approve of their actions, readiness to support others.

- Authenticity- the ability to be yourself in contacts with people.

- concreteness- the ability to talk about their specific experiences, opinions, actions, the willingness to answer questions unambiguously.

- Initiative- the ability to "go ahead", to establish contacts, the willingness to take on some business in a situation that requires active intervention, and not just wait for others to start doing something.

- Immediacy- ability to speak and act directly.

- Openness - willingness to open your inner world to others and a firm conviction that openness contributes to the establishment of healthy and lasting relationships with others, sincerity.

- accepting the feeling- the ability to express and readiness to accept their feelings and emotional expression from others.

- Confrontation- involves not intimidating or punishing the other, but establishing a genuine and sincere relationship.

- self-knowledge- a research attitude to one's own life and behavior, a willingness to accept from people any information about how they perceive you, but at the same time be the author of their own self-esteem.

1. Each participant evaluates, on a scale from 0 to 6, the extent to which they have individual qualities, guided by their own self-image; if it seems to a person that this quality is not inherent in him at all, he puts 0, if it is expressed very weakly - 1, if this quality is completely characteristic - 6. Self-assessment is carried out within 10 minutes.

2. General task: the group must rank the 10 qualities depending on their importance and decide which of them is the most important in interpersonal communication. Controversial issues should be discussed until agreement is reached. After 30 minutes, the group's work is interrupted, regardless of how much of the task is completed.

3. The group analyzes the experiences of the participants after the group discussion according to the list of Rules Joint Search that are being read. Each participant, guided by these rules, talks for 1-2 minutes about what happened between him and other people during the ranking of qualities.

Joint Search Rules:

1. Talk about your actions and feelings, about the actions and experiences of other people in the group.

2. Learn to trust your feelings: they are more valuable than general reasoning.

3. Try to be open when speaking or listening to others.

4. Take risks: without risk, you will remain in captivity of the already known.

5. Do not force others to do what they cannot decide.

Lesson number 2. Topic: Communicative competence and its components.

1. Discussion of theoretical issues

Considered at the MCC meeting

Approved

Order dated April 25, 2014 No. 98

Changes and additions were approved by order No. 327 of December 30, 2014.

ACADEMIC PROGRAM

OP. 06.

SPECIALTIES

46.02.01

Beloyarsky 2014

Working programm academic discipline developed by the OP. 06. Professional ethics and psychology of business communication based:

Requirements of the Federal State Educational Standard of Secondary (Complete) general education approved by the Order of the Ministry of Education and Science Russian Federation dated May 17, 2012 No. 413, registered with the Ministry of Justice of the Russian Federation on June 07, 2012 Reg. No. 24480;

Requirements of the Federal State Educational Standard of Secondary Vocational Education in the specialty 46.02.01 Documentation support for management and archiving, approved by Order of the Ministry of Education and Science of the Russian Federation of August 11, 2014 N 975, registered with the Ministry of Justice of the Russian Federation on August 20, 2014 N 33682;

In accordance with the Clarifications on the implementation of the program of secondary general education within the framework of the development of educational programs of secondary vocational education on the basis of basic general education, taking into account the requirements of the Federal State Educational Standard and the profile of the received professional education (Approved by the decision of the Scientific and Methodological Council of the Center for Vocational Education FGAU "FIRO" Protocol No. April 10, 2014)

Organization-developer:

Developers:

Lukina Elena Vladimirovna, teacher of the 1st category

Internal experts:

Makarova Tatyana Nikolaevna, Deputy Director for NMR

Botsvinova E.A., Chairman of the Methodological Cycle Commission

Methodological Council Minutes No. 2 dated 14.03.2014

page

1. PASSPORT OF THE PROGRAM OF THE EDUCATIONAL DISCIPLINE

1. STRUCTURE and content of the EDUCATIONAL DISCIPLINE

1. conditions for the implementation of the academic discipline

1. Monitoring and evaluation of results Mastering the academic discipline

1. passport of the WORKING PROGRAM of the EDUCATIONAL DISCIPLINE

Professional ethics and psychology of business communication

1.1. Scope of the work program

The work program of the academic discipline is part of the main professional educational program 46.02.01 Documentation management and archiving in the implementation of the educational program of secondary (complete) general education, in the training of mid-level specialists, taking into account the profile of the received professional education.

The work program of the academic discipline can be used in vocational training majoring in applied bachelor's degree.

The program is reproductive .

1.2. The place of the academic discipline in the structure of the main professional educational program:discipline is included in the professional cycle.

Distinctive features programs are:

Practice-oriented approach to the presentation and application in real life of issues of professional ethics;

Creation of conditions for adaptation to social reality and future professional activity;

Focusing on the ways of effective communication in professional activities.

1.3. Goals and objectives of the academic discipline - requirements for the results of mastering the discipline

Aims of the discipline"Professional ethics and psychology of business communication" are:

-development of the personality in the period of early youth, its spiritual and moral culture, social behavior based on respect for the norms accepted in society, the ability for personal self-determination and self-realization;

Raising an understanding by the future specialist of his professional duty, moral responsibility, serious attitude to issues of professional honor;

Formation of experience in applying the acquired knowledge and skills to solve typical problems in the field of professional relations; to correlate their actions and the actions of other people with the norms of behavior established by law.

know:

Features of professional ethics and psychology of business communication of mid-level specialists of state and other organizational and legal forms of institutions and organizations.

Application of norms and elements of management ethics in work with the population;

1.4. The number of hours for mastering the program of the academic discipline:

the maximum study load of a student is 138 hours, including:

obligatory classroom teaching load of the student 92 hours;

independent work of the student 46 hours.

1.5. Requirements for the organization educational process

The requirements for the organization of the educational process sufficiently reveal the features of mastering the program of the academic discipline, classes are held according to the schedule, practical work is carried out according to the thematic plan of the work program, consultations are held according to a certain schedule.

The study of an academic discipline is built on the basis of basic general education.

Requirements for the qualification of pedagogical (engineering and pedagogical) personnel sufficient for high-quality conduct of classes: higher education according to the profile of the taught discipline.

When mastering the program of the academic disciplinepedagogical technology is used: project learning.

The proposed pedagogical technology allows you to develop the competencies of OK 1-9.

When mastering the program of the academic discipline, the following teaching methods are used

explanatory and illustrative method;

reproductive method;

method of problem presentation;

partial search, or heuristic, method;

research method.

The proposed teaching methods are leading for the declared pedagogical technology and ensure the formation of the declared competencies.

Training and metodology complex disciplines includes:

Name

Quantity

Media type

FSES SPO in the specialty 46.02.01 Documentation support for management and archiving, approved by Order of the Ministry of Education and Science of the Russian Federation of August 11, 2014 N 975, registered with the Ministry of Justice of the Russian Federation on August 20, 2014 N 33682

1

electronic, paper

work program on academic discipline

1

electronic, paper

a set of assessment tools for monitoring and evaluating the development of general competencies in an academic discipline

1

electronic, paper

The specified list of educational and methodical complex corresponds to the declared technology.

1.6. Grading system

The assessment system includes the main indicators for evaluating learning outcomes, formulated as characteristics of students' activities, and corresponds to the declared competencies.

The program contains a list of control points that provides current control and intermediate certification in the form differentiated credit for the second semester.

The evaluation of the results of the development of the program is carried out using test assessment technologies.

Present the learning outcome to the trainee

Control methods: oral, written, practical and visual;

Types of control: teacher control, self-control, mutual control, administrative control;

Control types: input, current, intermediate, summarizing;

Forms of control: practical tasks, problem tasks, individual and group projects,testing.

The complex of forms and methods of control and evaluation provides for the evaluation of learning outcomes in the performance of laboratory work, in practical classes, and independent work in accordance with the thematic plan.

Current control is carried out by the teacher in the process of conducting practical classes , current, intermediate testing.

Forms and methods of current control in the academic discipline are brought to the attention of students during the first two months from the start of training. For the current control under the program, a set of evaluation tools (KOS) has been created.

CBS include pedagogical control and measuring materials designed to determine the compliance (or non-compliance) of individual educational achievements with the main indicators of training results.

Monitoring and evaluation of results contains control points that provide ongoing control.

2. STRUCTURE AND CONTENT OF THE EDUCATIONAL DISCIPLINE

2.1. The volume of the discipline and types academic work

Type of study work

Watch Volume

Mandatory classroom teaching load (total)

including:

laboratory works

practical lessons

test papers

term paper (project) ( if provided)

Independent work of the student (total)

including:

independent work on term paper(project) (if provided)

extracurricular independent work

Intermediate certification takes place in the form of a differentiated test

2.2. Thematic plan and content of the discipline Professional ethics and psychology of business communication

Name of sections and topics

Watch Volume

Level of development

Introduction

Communication as a process of human interaction with other members of society. Types and levels of communication, formal and informal communication.

Models and styles of communication. Styles of communication Communicative style of communication.

WITH the relationship between the concepts of "ethics", "morality", "morality", their origin and historical development. The concept of professional ethics. Origin and essence of professional ethics. Types of professional ethics, their features.

Functions and elements of professional ethics, and the main types of etiquette.

Communication of management ethics with other disciplines and further professional activity.

2

Section 1. Goals, functions, types and levels of communication

12

Topic 1.1. Means of communication.

The concept of verbal and non-verbal communication.

Language. Speech. Speech activity. Speech means of communication.

Practical lesson: business game - Balloon"(gives an opportunity to see how people behave in a crisis, extreme situation, what verbal and non-verbal techniques they use to solve a problem)

2

3

Speaking and listening are verbal competence skills.

Practical lesson: 1) Definition of types of hearing: directed, critical hearing; empathic listening; non-reflective listening; active reflective listening.

Hearing interference. Techniques for effective listening.

2

3

The concept of non-verbal communication..

2

2

Sciences that study non-verbal means of communication: kinesics, takesics, proxemics, paralinguistics and extralinguistics

2

2,3

Basic communicative forms: monologue, dialogic, polylogical.

Practical lesson: 1) Business conversation: the beginning of the conversation, the transfer of information, argumentation; refutation of the arguments of the interlocutor, decision-making.

public speeches. Requirements for successful public speaking.

2

3

Characteristics effective written communications: tact, personality, positivity, energy and activity, integrity, coherence, clarity, conciseness, readability , Practical lesson: 1) Practicing effective written communication skills

2

2,3

Section 2. The communicative function of communication

6

The concept of communication. Stages of the communication process. Scheme communication process. Communication channels. Feedback. Communication efficiency.

General communication barriers: competency, selective listening, value judgments, source reliability, filtering, in-group language, status difference, time pressure, communication overload.

Specific communication barriers: logical, semantic, stylistic, phonetic.

2

2

Techniques for establishing feedback: questioning, paraphrasing (verbalization), reflection of feelings, summarizing.

Practical lesson: 1) Questions and answers in interpersonal communication.

2

3

Elements of a successful presentation: structure, content, style, accompaniment, situational management.

Argumentation and construction of objections on presentations. Principles of successful argumentation.

Practical lesson: business game - Successful presentation ideas”: developing the ability to state one’s position to attract listeners to one’s side.

2

3

Section 3. Mechanisms of mutual understanding in communication

6

The concept of perception. The role of the perceptual function in communication. Interpersonal perception is the process of perception, knowledge and understanding of each other by people.

The concept of social stereotype. Major misperceptions.

The manifestation of perceptual skills and abilities. Identification. Empathy. Reflection. Attraction.

Subjectively experienced and "objective" difficulties in communication. Primary and secondary communication difficulties.

The concept of defective communication. The concept of destructive communication.

2

2

The concept of a representative system. Categories of the representational system: visual, auditory, kinesthetic, olfactory, gustatory. Leading representational system. Verbal and non-verbal access keys for identifying the dominant type of thinking and diagnosing the leading sensory channel. Types of thinking: visual, auditory, kinesthetic. Techniques for achieving mutual understanding: adjustment and calibration.

2

2

Practical lesson: 1) training - "Hot chair": the purpose of the lesson is to increase self-confidence; 2) test "Leading representative system"

3

Practical lesson: 1) self-diagnosis "My image"; 2) training - "My image": evaluate the components of your own image.

2

2,3

Section 4 Social Interactions

4

The concept of an interactive function. Levels of communication: conventional, manipulative, standardized (mask contact), playful, spiritual.

Types of mutual influence: mutual relief, mutual difficulty, unilateral relief, unilateral difficulty, asymmetric relief, independence.

Formal and informal interaction. interactive interaction.

The concept of strategies and tactics of communication.

2

2

The concept of communication style. Practical lesson: 1) exercise "Tower of Babel": practicing the ability to act as a unit. Test work "Three I", "Interaction strategies", "Do you know how to influence other people"

2

2,3

Section 5. Role and role expectations in communication

6

The concept of a reference group. Studying the psychological climate of the group

2

2

The concept of social role. Practical lesson: 1) Types and types of positions in group work. The role of the leader in the group.

2

3

Role behavior of the individual in the group. Practice: 1) The main types of roles: roles that ensure the solution of the task left; supporting roles; procedural roles; egocentric roles .

2

3

Section 6 Sources, causes, types and methods of conflict resolution

4

The concept of conflict, conflict communication. Structural elements conflict. Types of social conflicts: intrapersonal, interpersonal, between an individual and a group, intergroup. 1) Definition of types of conflicts.

2

Stages of the conflict. Algorithm for analyzing a conflict situation. Practical lesson: 1) exercise "Analysis of the conflict"; 2) a test for assessing the level of personality conflict, the test "Self-assessment of conflict", a test for assessing aggressiveness in relationships.

2

2,3

Section 7 Ethical principles communication

4

Correlation between the concepts of ethics, morality, etiquette. Speech norms. Reputation.

2

2

Topic 7.2. Communicative competence

The concept of communicative competence. Communication skills and abilities. Communication skills and abilities. Interactive Skills

2

2

Section 8. Professional ethics of an employee

24

Ethics, spirituality, culture are integral components of the employee's professionalism.

Ethics as a norm of conduct for a civil service specialist and an authorized representative of the state. The responsibility of an employee for his actions and behavior in the workplace is the key to the successful work of the entire team.

Concepts of spirituality, spiritual culture, aesthetic taste.

Appearance and employee behavior.

2

Practical lesson: business game - "Business ethics of an employee"

2

3

The concept of "professional ethics". The principle of scientific veracity of ethics. The principle of moral responsibility.

The concepts of "professional duty", "professional conscience", "professional justice, honor and dignity", "professional tact" of an employee.

The principle of humanism, optimism. Ideas of patriotism in the professional activity of a civil servant.

2

Practical lesson

2

3

The concept of personality, environment, relationships. The concept of external forms of behavior. Social conditionality of interaction, affection, support, respect, recognition.

The principle of subordination. Subordination in a democratic society.

Forms of address, greetings.

The concept of leadership style. Criteria for optimal leadership.

Everyday etiquette business man- a culture of communication based on four basic rules: politeness, tact, naturalness, dignity.

2

Practical lesson: business game - "Professional ethics of an employee"

2

3

Civil Servant Code.

2

Topic 8.8 Specific requirements for civil servants

Ethics of the leading, middle, lower level employees of the state apparatus. Types of relationships in a team

2,3

Topic 8.9. Ethics of public service management as a regulator of relations between the authorities and the population

Application of norms and elements of ethics of management and public service in work with the population. Ethical and psychological norms for the reception of the population: work with letters, field meetings, public speaking, etc. Practical lesson: 1) Elements of administrative speech etiquette.

(1+1)

2,3

Topic 8.10. Practical application of the norms and elements of the ethics of management and public service in work with the population

Practical lesson: game training - "Reception of visitors"

2

3

Topic 8.11. Diplomatic protocol and international etiquette

Rules of conduct at receptions and when communicating with foreigners. Rules for organizing a meeting of important people. A set of generally accepted rules, conventions and traditions observed in international communication.

2,3

Topic 8.12. Diplomatic protocol and international etiquette

The formation of the Russian protocol. National customs and features of the protocol. Rules for working with a translator.

2,3

Section 9. Psychology of business communication

24

The concept of mental processes, their types: cognitive, volitional, emotional.

Concepts and types of mental properties: temperament, orientation of activity, abilities, character.

1

The main components of professional activity. Types of human behavior in the process of professional activity. The subject of professional activity, the subject of communication.

The concept of motivation and its role in management. Reasons for the need for communication. communication motives. Responsibility of the leader for the motivation of subordinates.

2

Topic 9.3. Business conversation

The concept of communication. Types of communication needs. The concept of business communication, its features and main task.

The concept of contact. Features of the organization of space.

The difference between communication and communication.

Types of communication depending on the goals: material, conditioning, motivational, cognitive, activity. Types of communication depending on the means: direct, indirect, direct, indirect, verbal, non-verbal.

Types of business communication: business conversation, business meeting, business meeting. Forms of business communication: disputes, discussions, controversy.

Business communication methods. Negotiation technique. Technique of manipulation of business communication.

2

Practical lesson: business situation - "Negotiating"

2

3

Collective as a species social organization. Team functions. Socio-psychological aspects of the formation of the team. The concept of the psychological climate of the team. The concept of social adaptation in the team.

2

Conflict as a lack of agreement between two or more parties ( individuals or a group of people). The impossibility of satisfying the requirements of the parties in the absence of agreement between them.

Components of the conflict: conflict situation, incident.

2,3

Methods of overcoming the conflict.

2,3

Practical lesson: a study of personality to identify reactions to a conflict situation

2

3

Concepts of controversy, dispute, discussion. Historically known schools of polemics, discussions. Causes of the dispute and its types. Recommendations for responding to different behavior opponent. The list of incorrect actions of the interlocutor with an indication of counter-actions. Influence on the behavior of polemists of national customs and cultural traditions.

2

Practical lesson: business situation - “Conducting a discussion on given topic»

2

3

The history of the emergence and development of rhetoric. Basic rhetoric.

Determination of the elements of the oral presentation construction system. Use of arguments, facts, examples for the disclosure of each issue when preparing for a speech.

2,3

Topic 9.11. Public speaking and private conversations

Features of individual conversation. Basic psychological principles observed during the conversation. Miscalculations to be avoided during the conversation. P psychological types of interlocutors. Interlocutor neutralization methods.

2,3

Total:

44+48=92

To characterize the level of development educational material the following notation is used:

1. - introductory (recognition of previously studied objects, properties);

2. - reproductive (performing activities according to a model, instructions or under guidance)

3. - productive (planning and independent implementation of activities, solving problematic tasks)

3. conditions for the implementation of the academic discipline

3.1. Minimum Logistics Requirements

The implementation of the academic discipline requires the presence of a study room.

Study room equipment:

Seats by the number of students;

Teacher's workplace;

A set of teaching and visual aids "Professional ethics and psychology of business communication";

Technical means learning:

computer with license software and multimedia equipment, TV, VCR, video player, tape recorder, system unit, monitor, keyboard, mouse, speakers

3.2. Information Support learning

Main sources:

1. Public service: culture of behavior and business etiquette. - M., 2010.

2. Zaretskaya E.N. Business communication. - M., 2011.

3. Zaretskaya E.N. Professional ethics Textbook. - Volgograd, 2011.

4.Culture of oral and writing business person. Handbook-practice. - M., 2010.

5. Leonov N.I. Psychology of business communication. Textbook. - Izhevsk, 2012.

6. Leonov N.I. Fundamentals of conflictology. Textbook. - Izhevsk, 2012.

7. Sutyrin F.D. Etiquette and diplomatic protocol for all. - St. Petersburg, 2011.

Additional sources:

1. Kovalchuk A.S. Fundamentals of imageology and business communication: Textbook for university students. - Rostov n / a: "Phoenix", 2014.

2. Stolyarenko L.D. Psychology of business relations: Textbook for secondary vocational education. - Rostov n / a: "Phoenix", 2013.

3.Shelamova G.M. business culture and psychology of communication: Textbook for secondary vocational education. - M., "Academy", 2013.

4. Monitoring and evaluation of the results of mastering the EDUCATIONAL Discipline

Control and evaluation the results of mastering the academic discipline is carried out by the teacher in the process of conducting practical classes and laboratory work, testing, as well as the performance of individual tasks, projects, and research by students.

Section (topic) of the academic discipline

results

(learned skills, acquired knowledge)

Forms and methods of control

№ __«_______________»

Be able to identify _____

Implementation of pr. "___________"

№1. Section 1. Professional ethics of an employee

Topic 1.2. Practical lesson: business game - "Business Ethics"

Ability to apply knowledge business ethics on practice

№2. Section 1. Professional ethics of an employee

Topic 1.4. Practical lesson: business game - "Professional ethics"

Able to apply knowledge of professional ethics.

Performing assigned roles in a specific situation

№3. Section 1. Professional ethics of an employee

Topic 1.6. Application in practice of knowledge of the etiquette of professional relations

Able to put into practice knowledge of the etiquette of professional relations

Creation of a model of behavior of professional relations of employees in a given situation

№4. Section 1. Professional ethics of an employee

Topic 1.8. Specific requirements for mid-level specialists

Able to identify specific requirements for mid-level specialists

Formulate the principles of behavior of a mid-level specialist

№5. Section 6. Professional ethics of an employee

Topic 1.10. Practical application of norms and elements of ethics in work with colleagues

Able to apply the norms and elements of ethics in working with colleagues

Creation of a behavior model for a middle-level specialist in working with colleagues in a given situation

№6. Section 1. Professional ethics of an employee

Topic 1.12. Practical application of knowledge of diplomatic protocol and international etiquette

Able to put into practice knowledge of diplomatic protocol and international etiquette

Creation of a model of behavior of a middle-level specialist according to the diplomatic protocol in a given situation

№7. Section 2. Psychology of business communication

Topic 2.4. The use of business communication techniques in negotiations

Ability to apply business communication techniques in negotiations

Creation of a behavior model during negotiations in a given situation

№ 8. Section 2. Psychology of business communication

Topic 2.7. Application of methods for resolving industrial conflicts in a team

Ability to apply conflict resolution techniques

Creating a behavior model for resolving a conflict in a given situation

№9. Section 2. Psychology of business communication

Topic 2.9. Application psychological aspects arguing, arguing, debating

Knows how to apply the psychological aspects of polemics, disputes, discussions

Creation of a behavior model during polemics, disputes, discussions on a given topic

№10. Section 2. Psychology of business communication

Topic 10.2. Applying Public Speaking and Individual Conversation Skills

Ability to apply public speaking and private conversation skills

Creating a model of behavior in public speaking and when conducting an individual conversation on a given topic

As a result of mastering the discipline, the student develops general competencies:

OK 1. Understand the essence and social significance his future profession show a sustained interest in it.

OK 2. Organize their own activities, choose standard methods and methods for performing professional tasks, evaluate their effectiveness and quality.

OK 3. Make decisions in standard and non-standard situations and be responsible for them.

OK 4. Search and use the information necessary for the effective implementation of professional tasks, professional and personal development.

OK 5. Use information and communication technologies in professional activities.

OK 6. Work in a team and team, communicate effectively with colleagues, management, consumers.

OK 7. Take responsibility for the work of team members (subordinates), the result of completing tasks.

OK 8. Independently determine the tasks of professional and personal development, engage in self-education, consciously plan advanced training.

As a result of mastering the discipline, the student develops professional competencies:

PC 1.2. To carry out work on the preparation and holding of meetings, business meetings, receptions and presentations.

PC 1.3. Prepare business trips for the head and other employees of the organization.

PC 1.4. Organize the workplace of the secretary and the head.

PC 1.5. Prepare and register organizational and administrative documents, control the timing of their implementation.

PC 1.6. Process incoming and outgoing documents, systematize them, draw up a nomenclature of cases and form documents into cases.

PC 1.8. Carry out telephone service, receive and send faxes

As a result of mastering the academic discipline, the student should be able to:

Apply business communication techniques in professional activities.

As a result of mastering the academic discipline, the student must know:

Basic rules of professional ethics and methods of business communication in a team;

Features of professional ethics and psychology of business communication of employees of state and other organizational and legal forms of institutions and organizations.

As a result of mastering the discipline, the student should have experience:

Application of business and professional ethics of a mid-level specialist;

Application of norms and elements of ethics in work with colleagues;

Application of business communication techniques during negotiations;

Application of methods of constructive conflict resolution;

Application of methods of psychological aspects of conducting controversy, dispute, discussion;

Application of public speaking skills and conducting individual conversations.

The main indicators for evaluating learning outcomes cover the entire cycle of actions (works) of the student, provide for the possibility of monitoring and evaluation in the learning process.

The complex of forms and methods of control and evaluation provides for the evaluation of learning outcomes when performing work in practical classes, independent work.

Control and evaluation of the results of mastering the academic discipline is carried out by the teacher in the process of conducting practical classes, testing, as well as the implementation by students of individual tasks, projects, research.

Forms and Methods Tcurrent control on the academic discipline are brought to the attention of students during the first two months from the beginning of training.

For the current control of the program, a set of assessment tools (KOS) has been created, which includes pedagogical control and measuring materials designed to determine the compliance (or non-compliance) of individual educational achievements with the main indicators of training results.

Assessment of knowledge, skills and abilities based on the results of current control is carried out in accordance with the universal scale (table).

Percentage of effectiveness (correct answers)

Qualitative assessment individual educational achievements

score (mark)

verbal counterpart

satisfactorily

not satisfactory

Final certification by discipline is carried out in the form of a differentiated test, which is based on the traditional assessment technology and uses a five-point scale evaluation.

The evaluation of the results of mastering the program takes place using the traditional evaluation technology, which is based on a five-point scale evaluation.

State-financed organization vocational education

Khanty-Mansiysk Autonomous Okrug - Yugra

"Beloyarsk Polytechnic College"

Considered at the MCC meeting

Approved

Order dated April 25, 2014 No. 98

Head of the MCC _______ / I.V. Shevchenko

Changes and additions approved by order No. 327 dated December 30, 2015

SET

Evaluation means of the discipline

OP.06 PROFESSIONAL ETHICS AND PSYCHOLOGY OF BUSINESS COMMUNICATION

SPECIALTIES

46.02.01 DOCUMENTATION SUPPORT OF MANAGEMENT AND ARCHIVING

Beloyarsky 2014

Organization-developer: BU "Beloyarsk Polytechnic College"

Developer:

Lukina E.V., lecturer

Internal experts:

Makarova T.N., Deputy Director for NMR

Shevchenko I.V., Chairman of the Methodological Cycle Commission

1. General provisions

1.1 A set of assessment tools (KOS) is designed to monitor and evaluate the educational achievements of students who have mastered the program of the academic discipline

1.2KOS includes control materials for current control and intermediate certification in the form of a test.

1.3 CBS are developed on the basis of:

FSES SPO 46.02.01 Documentation support for management and archiving, approved by Order of the Ministry of Education and Science of the Russian Federation of August 11, 2014 N 975, registered with the Ministry of Justice of the Russian Federation on August 20, 2014 N 33682;

the work program of the academic discipline OP.06 Professional ethics and psychology of business communication.

2. List of main indicators for evaluating results, elements of practical experience, knowledge and skills subject to ongoing monitoring and intermediate certification

2.1 Codes and names of elements of knowledge and skills

Code

skill element

Skill element name

Code

knowledge element

Knowledge element name

1

apply business communication techniques in professional activities

basic rules of professional ethics and methods of business communication in a team

features of professional ethics and psychology of business communication of employees of state and other organizational and legal forms of institutions and organizations

2.2 Codifier of control tasks

Functional attribute of the evaluation tool (type of control task)

Method/form of control

Control task code

Project task

Educational project(coursework, research, training, service, social creative, advertising and presentation)

Abstract task

Essay

Design problem

Control work, individual homework, laboratory work, practical exercises, written exam

Search task

Analytical problem

Control work, individual homework

Graphic task

Control work, individual homework

Programming task

Control work, Individual homework

Test, test task

Testing, written exam

Practical task

Laboratory work, practical exercises, practical exam

role task

business game

Research task

Research

educational material

under the UD program

Control task code

U1

Z1

Z2

Introduction

Topic 1.1. Means of communication.

Topic 1.2. Listening in interpersonal communication

Topic 1.3. Non-verbal means of interaction

Topic 1.4. Non-verbal means of interaction

Topic 1.5. Forms and types of oral communications

Topic 1.6. Written communication: properties and functions

Topic 2.1. The nature and purpose of communications. Communication barriers

Topic 2.2. Feedback in speaking and listening

Topic 2.3. Public presentations, arguments and objections

Topic 3.1. social perception. Effects of interpersonal perception and mutual understanding

Topic 3.2. Sensory channels, their diagnostics and use in communication

Topic 3.3. Image and self-presentation

Topic 4.1. The structure of interpersonal interaction. Interaction strategies and tactics

Topic 4.2. Partnership mechanisms. Rules of corporate conduct in a team

Topic 5.1. Reference group and its place in the process of interaction

Topic 5.2. social role as an ideal model of behavior. Role behavior of the individual in communication

Topic 5.3. Types of social interaction. Mutual influence of people in the process of communication

Topic 6.1. Kinds and types of conflicts. Source, causes of conflicts and stages of their course

Topic 6.2. Ways to resolve conflicts and methods of managing them

Topic 7.1. Ethics, etiquette, reputation and communication culture

Topic 8.1. Employee Business Ethics

Topic 8.2. Employee Business Ethics

Topic 8.3. The concept of professional ethics

Topic 8.4. Professional ethics of an employee

Topic 8.5. Employee Relations Etiquette

Topic 8.6. Application in practice of knowledge of the etiquette of professional relations of employees

Topic 8.7. Specific requirements for civil servants

Topic 9.1. General provisions on mental phenomena and mental properties

Topic 9.2. Activities and behavior of the employee

Topic 9.3. Business conversation

Topic 9.4. The use of business communication techniques in negotiations

Topic 9.5. The psychological climate of the team

Topic 9.6. Industrial conflict in the team

Topic 9.7. Industrial conflict in the team

Topic 9.8. Application of methods for resolving industrial conflicts in a team

Topic 9.9. Psychological aspects of conducting controversy, dispute, discussion

Topic 9.10. Application of the psychological aspects of conducting controversy, dispute, discussion

Topic 9.11. Public speaking and private conversations

Total

3. The structure of the control task of the intermediate certification

3.1 Number of test items

Qty hour

Number of TK

(multiple of 3)

Introduction

Topic 1.1. Means of communication.

Topic 1.2. Listening in interpersonal communication

Topic 1.3. Non-verbal means of interaction

Topic 1.4. Non-verbal means of interaction

Topic 1.5. Forms and types of oral communications

Topic 1.6. Written communication: properties and functions

Topic 2.1. The nature and purpose of communications. Communication barriers

Topic 2.2. Feedback in speaking and listening

Topic 2.3. Public presentations, arguments and objections

Topic 3.1. social perception. Effects of interpersonal perception and mutual understanding

Topic 3.2. Sensory channels, their diagnostics and use in communication

Topic 3.3. Image and self-presentation

Topic 4.1. The structure of interpersonal interaction. Interaction strategies and tactics

Topic 4.2. Partnership mechanisms. Rules of corporate conduct in a team

Topic 5.1. Reference group and its place in the process of interaction

Topic 5.2. Social role as an ideal model of behavior. Role behavior of the individual in communication

Topic 5.3. Types of social interaction. Mutual influence of people in the process of communication

Topic 6.1. Kinds and types of conflicts. Source, causes of conflicts and stages of their course

Topic 6.2. Ways to resolve conflicts and methods of managing them

Topic 7.1. Ethics, etiquette, reputation and communication culture

Topic 7.2. Ethics, etiquette, reputation and communication culture

Topic 7.3. Communicative competence

Topic 7.4. Communicative competence

Topic 8.1. Employee Business Ethics

Topic 8.2. Employee Business Ethics

Topic 8.3. The concept of professional ethics

Topic 8.4. Professional ethics of an employee

Topic 8.5. Employee Relations Etiquette

Topic 8.6. Application in practice of knowledge of the etiquette of professional relations of employees

Topic 8.7. Specific requirements for civil servants

Topic 8.8. Ethics of public service management as a regulator of relations between the authorities and the population

Topic 8.9. Practical application of the norms and elements of the ethics of management and public service in work with the population

Topic 8.10. Diplomatic protocol and international etiquette

Topic 9.1. General provisions on mental phenomena and mental properties

Topic 9.2. Activities and behavior of the employee

Topic 9.3. Business conversation

Topic 9.4. The use of business communication techniques in negotiations

Topic 9.5. The psychological climate of the team

Topic 9.6. Industrial conflict in the team

Topic 9.7. Industrial conflict in the team

Topic 9.8. Application of methods for resolving industrial conflicts in a team

Topic 9.9. Psychological aspects of conducting controversy, dispute, discussion

Topic 9.10. Application of the psychological aspects of conducting controversy, dispute, discussion

Topic 9.11. Public speaking and private conversations

3.2 Criteria for assessing assignments

educational material

under the UD program

Element code

skills

Knowledge element code

Control activity level

Task number in the test variant - tasks

Credit Criteria

Introduction

31

2, 3

Topic 1.1. Means of communication.

U1

2, 3

1,19

Topic 1.2. Listening in interpersonal communication

U1

2, 3

2,7,11

Topic 1.3. Non-verbal means of interaction

U1

2, 3

Topic 1.4. Non-verbal means of interaction

Z1, Z2

Topic 1.5. Forms and types of oral communications

U1

2, 3

Topic 1.6. Written communication: properties and functions

U1

2, 3

23,15

Topic 2.1. The nature and purpose of communications. Communication barriers

U1

2, 3

Topic 2.2. Feedback in speaking and listening

Z1, Z2

2, 3

Topic 2.3. Public presentations, arguments and objections

U1

Topic 3.1. social perception. Effects of interpersonal perception and mutual understanding

Z1, Z2

2, 3

4,12

Topic 3.2. Sensory channels, their diagnostics and use in communication

U1

Z1, Z2

Topic 3.3. Image and self-presentation

U1

2, 3

Topic 4.1. The structure of interpersonal interaction. Interaction strategies and tactics

U1

Topic 4.2. Partnership mechanisms. Rules of corporate conduct in a team

U1

2, 3

Topic 5.1. Reference group and its place in the process of interaction

U1

2, 3

Topic 5.2. Social role as an ideal model of behavior. Role behavior of the individual in communication

U1

2, 3

9,18

Topic 5.3. Types of social interaction. Mutual influence of people in the process of communication

U1

2, 3

Topic 6.1. Kinds and types of conflicts. Source, causes of conflicts and stages of their course

U1

2, 3

Topic 6.2. Ways to resolve conflicts and methods of managing them

U1

2, 3

Topic 7.1. Ethics, etiquette, reputation and communication culture

U1

2, 3

Topic 7.2. Ethics, etiquette, reputation and communication culture

U1

Topic 7.3. Communicative competence

U1

2, 3

10,21

Topic 7.4. Communicative competence

U1

Topic 8.1. Employee Business Ethics

U1

Z1, Z2

2, 3

Topic 8.2. Employee Business Ethics

Topic 8.3. The concept of professional ethics

U1

2, 3

Topic 8.4. Professional ethics of an employee

Z1, Z2

2,3

Topic 8.5. Employee Relations Etiquette

U1

2, 3

28,31

Topic 8.6. Application in practice of knowledge of the etiquette of professional relations of employees

U1

2, 3

Topic 8.7. Specific requirements for civil servants

Topic 8.8. Ethics of public service management as a regulator of relations between the authorities and the population

Topic 8.9. Practical application of the norms and elements of the ethics of management and public service in work with the population

Topic 8.10. Diplomatic protocol and international etiquette

U1

Z1, Z2

Topic 9.1. General provisions on mental phenomena and mental properties

U1

Z1, Z2

2, 3

Topic 9.2. Activities and behavior of the employee

Topic 9.3. Business conversation

U1

Z1, Z2

2, 3

Topic 9.4. The use of business communication techniques in negotiations

U1

2, 3

Topic 9.5. The psychological climate of the team

U1

2, 3

Topic 9.6. Industrial conflict in the team

U1

2, 3

Topic 9.7. Industrial conflict in the team

U1

2, 3

Topic 9.8. Application of methods for resolving industrial conflicts in a team

U1

Z1, Z2

2, 3

Topic 9.9. Psychological aspects of conducting controversy, dispute, discussion

U1

2, 3

Topic 9.10. Application of the psychological aspects of conducting controversy, dispute, discussion

U1

Topic 9.11. Public speaking and private conversations

U1

2, 3

37,38

Test tasks are being developed to control the level of compliance of the student's training with the requirements of the Federal State Educational Standard. The level of assimilation is formulated in terms external activities, which the student must demonstrate during the control. Correspondence of the degree of mastering the educational material during training to the levels of activity during control is presented in the table.

Degree of development (during training)

Activity levels (under control)

To be familiar

Learn

Reproduce (oral, written)

Apply in a typical situation (without time limit)

Have a skill

Apply in a typical situation (with a time limit)

Have experience

Apply in an unusual situation

For each indicator for evaluating the result, 1 point is assigned (compliance with the standard) or 0 points (non-compliance with the standard).

3.3. The text of the task (differentiated test)

Exercise

Part A

I. Choose the number of the correct answer.

1. SOCIAL RELATIONS OF PEOPLE ARE IMPLEMENTED IN:

A. Perceptions B. Communications

B. Communication D. Transactions

2. THE WORDS "TOUCH", "PAINFUL", "FEEL THE PROBLEM" PREVENT IN SPEECH:

3. The procedure for clarifying the content and meaning of what has been said is the ability to ask questions that are called

B. Report G. Pointer

4. A UNIT OF INTERACTION OF PARTNERS ACCOMPANIED WITH THE DESIGNATION OF CERTAIN POSITIONS IS:

B. Transaction D. Communication

5. SUCH INTERVIEWER IS SURE THAT KNOWS EVERYTHING BETTER THAN EVERYONE, HE HAS AN OPINION ABOUT EVERYTHING, AND HE CONSTANTLY REQUIRES A WORD

6. ADMINISTRATIVE IMPACT IN THE FORM OF A SIGNATURE ON THE MANAGEMENT DOCUMENT IS:

B. Business letter D. Request

7. ABILITY TO CAREFULLY BE SILENT WITHOUT INTERFERING IN THE SPEECH OF THE INTERLOCTOR WITH YOUR OWN REMARKS

8. DIFFERENCES BETWEEN THE HIGHER AND LOWER LEVELS OF MANAGEMENT, I.E. BETWEEN LINE AND STAFF PERSONNEL IT IS

9. THE MANAGER WHO GIVES ORDERS AND HAS THE APPROPRIATE RIGHTS AND MEANS TO DO IT

B. Leader D. Power resource

10. THE ABILITY TO MAKE AND MAINTAIN THE NECESSARY CONTACTS WITH OTHER PEOPLE IS:

A. Communication B. Communication

B. Perception D. Communicative competence

11. THE WORDS "SEE", "CLEAR", "COLORFUL" PREVENT IN SPEECH

A. Auditory people V. Kinestikov

B. "Computers" D. Visual people

12. THE STATE OF HARMONY, CONSISTENCY OF ACTIONS, UNITY AND sympathy with the interlocutor is called

A. Congruence B. Resource state

B. Report G. Pointer

13. THE PROCESS OF BILATERAL INFORMATION EXCHANGE LEADING TO MUTUAL UNDERSTANDING IS CALLED

A. Communication strategy B. Communication tactics

B. Transaction D. Communication

14. INTERLOCATOR WHO DOES NOT TOLERATE CRITICISM - NEITHER DIRECT NOR INDIRECT

A. Know-it-all B. Positive person

B. Nonsense man D. Important bird

15. TYPE OF DOCUMENT, INCLUDING ORDER ON PERSONNEL ISSUES, INTERNAL REGULATIONS OF THE INSTITUTION

A. Resolution B. Memo

B. Business letter D. Request

16. PROCESS OF DECRYPTION OF THE MEANING OF MESSAGES

A. Non-reflective listening B. Reflective listening

B. Empathic listening D. Manipulation

17. CONFLICT BETWEEN THE LEADER AND THE TEAM IS

A. Conflict between an individual and a group B. Intergroup conflict

B. Intrapersonal conflict D. Interpersonal conflict

18. EMPLOYEE SUBJECTING AND FOLLOWING ORDERS OF THE MANAGER

A. Object of power B. Subject of power

B. Leader D. Power resource

19. THE PROCESS OF PERCEPTION BY ONE PERSON ANOTHER IS CALLED:

A. Reflection B. Empathy

B. Perception D. Stereotype

20. THE WORDS "WHAT TONE", "LET'S DISCUSS", "INTONATION" PREVENT IN SPEECH

A. Auditory people V. Kinestikov

B. "Computers" D. Visual people

21. A CONSOLIDATED ACTION OF ALL PARTS OF THE PERSONALITY, AIMED TO ACHIEVING THE RESULT IS CALLED

A. Congruence B. Resource state

B. Report G. Pointer

22. THE MOST PLEASANT TYPE OF BUSINESS PARTNER IS

A. Know-it-all B. Positive person

B. Nonsense man D. Important bird

23. TRADE AGREEMENTS, TRANSACTIONS, REQUESTS AND REQUESTS ARE

A. Resolution B. Memo

B. Business letter D. Request

24. ALLOWS YOU TO UNDERSTAND THE EMOTIONAL STATE OF THE INTERCOURSE

A. Non-reflective listening B. Reflective listening

B. Empathic listening D. Manipulation

25. CONFLICT BETWEEN THE LEADER AND THE SUBJECT IS

A. Conflict between an individual and a group B. Intergroup conflict

B. Intrapersonal conflict D. Interpersonal conflict

26.MEANS, THE USE OF WHICH PROVIDES THE INFLUENCE OF THE SUBJECT OF AUTHORITY ON THE SUBJECT

A. Object of power B. Subject of power

B. Leader D. Power resource

Part B

II .Complete

27. TO EXPERIENCE THE SAME FEELINGS THAT THE INTERCOURSE EXPERIENCES, TO REFLECT THESE FEELINGS, TO UNDERSTAND THE EMOTIONAL STATE OF THE INTERLOCATOR ALLOWS __________________________________________.

28. RIGID SOLE ADOPTION BY THE MANAGER OF ALL DECISIONS, RIGID CONSTANT CONTROL OVER THE IMPLEMENTATION OF DECISIONS WITH THE THREAT OF PUNISHMENT IS CHARACTERISTIC FOR ____________________________ MANAGEMENT STYLE.

29. SUPPRESSION OF INTERESTS IN CONFLICTS, TRANSFER TO ANOTHER JOB, RESOLUTION OF THE CONFLICT ON THE BASIS OF THE ORDER OF THE HEAD OF THE ORGANIZATION THIS IS AN EXAMPLE OF _____________________________________ METHOD OF RESOLUTION OF THE CONFLICT.

30. THE TYPE OF SOCIAL COMMUNITY OF PEOPLE UNITED IN THE PROCESS OF JOINT ACTIVITIES IS CALLED _______________________________.

31. DECISION-MAKING ON THE BASIS OF DISCUSSION OF THE PROBLEM, ACCORDING TO THE OPINIONS AND INITIATIVES OF EMPLOYEES, SHOWING INTEREST AND BENEFICIENT ATTENTION TO THE PERSONALITY OF EMPLOYEES, ACCOUNTING FOR THEIR INTERESTS, NEEDS CHARACTERISTIC FOR ____________________________ MANAGEMENT STYLE.

32. TRAINING IS AN EXAMPLE OF _____________________ WAY TO RESOLVE A CONFLICT.

33.MEANS, THE USE OF WHICH PROVIDES THE INFLUENCE OF THE SUBJECT OF AUTHORITY ON THE SUBJECT, CALL ________________________.

34. THE UNPREDICTABLE TRANSITION FROM ONE STYLE OF LEADERSHIP TO ANOTHER (NOT AUTHORITARY, NOW DEMOCRATIC, NOW CONSPECTIVE) IS CALLED _-_______________________________________.

35. A CLEAR FORMULATION OF REQUIREMENTS, COMPLIANCE WITH THE PRINCIPLE OF ONE MANAGEMENT, ESTABLISHMENT OF COMMON GOALS THIS IS AN EXAMPLE OF ______________________ WAY TO RESOLUTION OF THE CONFLICT.

III.Set the correct sequence.

36. EFFECTIVE DISCUSSION IS CARRIED OUT IN THE FOLLOWING SEQUENCE

A. Making contact.

B. Clarification of the subject of communication.

B. Statement of the problem.

D. Promotion of alternative options.

E. Discussion and evaluation of alternatives.

E. Confrontation of participants.

G. Establishing agreement through the choice of the most optimal solution.

37. A BUSINESS CONVERSATION SHOULD BE CARRIED OUT IN THE FOLLOWING SEQUENCE

A. Preparation for a business conversation.

B. Starting a conversation: making contact.

C. Statement of the problem and transfer of information.

D. Establishing the place and time of the meeting.

D. Argumentation.

E. Analysis of alternatives, search for an optimal or compromise option or confrontation.

G. Making a decision.

H. Exit contact.

I. Analysis of the results of the conversation.

K. Fixing the agreement.

L. Refutation of the interlocutor's arguments.

38. PREPARATION FOR A PUBLIC (ORATORICAL) SPEECH SHOULD BE CARRIED OUT IN THE FOLLOWING SEQUENCE

A. Audience and situation analysis.

B. Collection of material.

B. Creating a speech plan.

D. Determining the goals of speech.

E. Selection and limitation of the subject of speech.

E. Practicing speaking out loud.

G. Selection of words for speech.

IV. Match

39. MATCH

BASIC FORMS OF CLICHES

1. The beginning of the letter

A. Please let us know…

2.Please

B. We acknowledge receipt of your…

3. Confirmation

B. In accordance with ...

4. Connecting elements

D. Waiting for your confirmation...

D. Under the circumstances...

DEPARTMENT OF EDUCATION OF THE CITY OF MOSCOW

STATE BUDGET EDUCATIONAL INSTITUTION

SECONDARY VOCATIONAL EDUCATION OF THE CITY OF MOSCOW

TECHNICIUM OF SERVICE AND TOURISM No. 29

(GBOU SPO TSiT No. 29)

Working programm

academic discipline
OP.10 "Ethics and psychology of business communication"

specialty 100701 "Commerce (by industry)"

Moscow

2014

APPROVED

cycle commission
majoring in "Commerce"

Protocol #1

dated __ August 2014

Developed on the basis of the Federal State Educational Standard in the specialty of secondary vocational education 100701 "Commerce (by industry)"

Cycle Chairman
commissions

_____________ Yu.P. Gurina

Deputy Director for scientific and methodological work

___________ S.L. Denisova

Compiled by: Gurina Yu.P. - teacher GBOU SPO TSiT No. 29

CONTENT

1. PASSPORT OF THE WORKING PROGRAM OF THE EDUCATIONAL DISCIPLINE

1. STRUCTURE and content of the EDUCATIONAL DISCIPLINE

1. conditions for the implementation of the work program of the academic discipline

1. Monitoring and evaluation of results Mastering the academic discipline

PASSPORT OF THE WORKING PROGRAM OF THE EDUCATIONAL DISCIPLINE

Ethics and psychology of business communication

1.1. Scope of the program

The work program of the discipline is part of the main professional educational program in accordance with the Federal State Educational Standard in the specialty SPO 100701 Commerce (by industry), which is part of the enlarged group of specialties 100000 Service sector.

The work program of the academic discipline can be used in additional professional education for advanced training and retraining programs for merchants.

1.2. The place of discipline in the structure of the main professional educational program:

The academic discipline is included in the professional cycle and is aimed at the formation of general and professional competencies

OK 1. Understand the essence and social significance of your future profession, show a steady interest in it.

OK 2. Organize their own activities, choose standard methods and methods for performing professional tasks, evaluate their effectiveness and quality.

OK 3. Make decisions in standard and non-standard situations and be responsible for them.

OK 4. Search and use the information necessary for the effective implementation of professional tasks, professional and personal development.

OK 6. Work in a team and in a team, communicate effectively with colleagues, management, consumers.

OK 7. Independently determine the tasks of professional and personal development, engage in self-education, consciously plan advanced training.

OK 12. Comply with applicable law and mandatory requirements normative documents, as well as the requirements of standards, specifications.

PC 1.6. Participate in the preparation of the organization for voluntary certification of services.

PC 1.7. Apply in commercial activities methods, means and techniques of management, business and managerial communication.

PC 3.8. Work with documents to confirm compliance, take part in control activities.

1.3. The goals and objectives of the discipline are the requirements for the results of mastering the discipline:

As a result of mastering the discipline, the student must

Be able to:

plan, predict and analyze business communication: apply techniques and techniques effective communication in professional activity; use methods of self-regulation of behavior in the process of interpersonal communication; establish business contacts, taking into account the characteristics of communication partners and observing business etiquette; use effective conflict management techniques;

Know:

goals, functions, types and levels of communication; roles and role expectations in communication; the specifics of business communication, the structure of the communicative act and the conditions for establishing contact; norms and rules of professional conduct and etiquette; mechanisms of mutual understanding in communication; communication techniques and techniques, rules of listening, conversation, persuasion; ethical principles of communication; the influence of the individual characteristics of partners on the process of communication; sources, causes, types and methods of conflict resolution; patterns of team formation and development

maximum student workload 76 hour, including:

obligatory classroom teaching load of the student 51 hours;

including:

practical classes 22 hours;

student's independent work 25 hours.

2. STRUCTURE AND CONTENT OF THE EDUCATIONAL DISCIPLINE

2.1. Volume of academic discipline and types of educational work

Type of study work

Volume

hours

Mandatory classroom teaching load (total),

including:

practical lessons

Independent work of the student (total),

including:

Work on educational material

Preparation of reports, messages

Collection of information

Solution of situational problems

Drawing up a dialogue

Final certification in the form of a test

2.2. Thematic plan and content of the discipline

Name of sections and topics

The content of the educational material, laboratory and practical work,

Watch Volume

Level of development

1

2

3

4

Section 1. Basic principles and methods of ethics and psychology of business communication

8

Topic 1.1.

Subject, tasks and methods of ethics and psychology of business communication

Ethics and psychology of business communication of a merchant: concept, goals, tasks. Various areas of science with which the discipline of ethics and psychology of business communication is associated: general psychology, social, developmental, pedagogical psychology, labor psychology, economic psychology, sociology, management.

Independent work of the student

Write a reference summary and prepare for a survey on the topic: “Subject, tasks and methods of ethics and psychology of business communication. History of the development of science.

Topic 1.2.

Psychological aspects of morality

Content of educational material

The concept of morality, morality. structure of morality. Representations of various philosophers about morality. The value of moral standards in modern society. The history of the emergence and development of etiquette. Standards of modern etiquette.

Independent work of the student

Write a reference summary and prepare for a survey on the topic: "Psychological aspects of morality."

Section 2. Psychological patterns of business communication

4

Topic 2.1.

Communication as an activity

Content of educational material

Communication and communication, communication as an activity and as interaction, the role of perception in the process of communication, understanding in the process of communication, types of communication, verbal and non-verbal communication.

Independent work of the student

Write a supporting summary and prepare for a survey on the topic "Communication as an activity."

Section 3. Etiquette and culture of a business person

22

Topic 3.1.

business person image

Content of educational material

Ethical and aesthetic culture, rules for the formation of the image of a businessman. The culture of merchant clothing, business cards in business life, table manners, office interiors, business souvenirs and gifts.

Practice #1

Create an image of a businessman in teams. Discuss the resulting images.

Independent work of the student

Write a supporting summary and prepare for a survey on the topic: "The image of a businessman."

Come to the next lesson in the form of a businessman (clothes, accessories). Be ready to protect the created image.

Topic 3.2.

Oral business communication, language and written communication rules

Content of educational material

The culture of oral speech, non-verbal signs of communication, non-verbal etiquette, the concept of the leading modality. Rules of conduct business negotiations. Business Rules telephone conversation. Business correspondence rules.

Practice #2

Talk to each other in pairs using the rules of business etiquette.

Independent work of the student

Write a reference summary and prepare for a survey on the topic: "Oral business communication, language and written rules of communication."

Section 4. Manifestation of individual personality traits in business communication

17

Topic 4.1.

Individual personality traits

Content of educational material

The concepts of character and will, temperament and its types, emotions and feelings, abilities as an important condition for successful professional activity. Characteristics of leadership qualities, types of leaders.

Independent work of the student

Write a reference summary and prepare for a survey on the topic: "Individual characteristics of the personality of a merchant."

Topic 4.2.

The communicative potential of the individual

Content of educational material

The essence and significance of the communicative potential of the individual, the importance of self-esteem for its development, the basis of transactional analysis, methods for overcoming difficulties in communication.

Practice #3

Find out the meaning of the rules of behavior in public places.

Independent work of the student

Write a reference summary and prepare for a survey on the topic: "The communicative potential of a merchant's personality."

Write and deliver a report.

Topic 4.3.

Conflicts in business communication

Content of educational material

Conflict and its structure, strategy and rules of behavior in conflict situations, emotional response in conflict situations.

Practice #4

Training of adequate response to conflict situations.

Independent work of the student

Write a reference summary and prepare for a survey on the topic: "Conflicts in business communication."

Section 5 Psychological tricks influence on a partner

24

Topic 5.1.

Psychological methods of influencing a partner

Content of educational material

Techniques for influencing a partner, basic methods of argumentation, basic techniques, basic provisions of argumentation tactics in commerce. Methods of persuasion, methods of argumentation, exaggeration technique, technique of telling a joke, case to place, technique of changing the direction of a conversation.

Practice #5

Training of argumentation techniques, methods of persuasion.

Independent work of the student

Write a summary and prepare for the survey

The subject and object of science and the training course "Psychology and ethics of business communication"

The subject of science and the training course "Psychology and ethics of business communication" is, first of all, the content of business communication itself as a real phenomenon public life. In each individual case, the business communication of partners is their interaction about doing something for them. There are many opportunities for this in a free enterprise society.

In the process of business cooperation, interpersonal psychological, moral and other relations develop between partners, the nature of which largely reflects their mood and disposition towards each other, which gives its result. In business communication, as well as in the business cooperation of people in general, the following three inextricably linked sides are clearly manifested: the perception of each other by partners, the exchange of information (communication) and interaction. Their content will be discussed in detail in the corresponding chapters of the textbook, but for now we will only note the following.

Analysis of partners' perception of each other involves taking into account their age, gender, character traits, abilities, needs, interests, worldviews, value orientations and their spiritual culture in general. All this determines the motives for the behavior of business partners at a certain point in time, in the totality of the circumstances. It is also necessary to take into account how often they meet with each other, whether this business meeting is their first or one of many, how well the partners know each other. The possibility of errors in the perception of each other by partners and the factors that give rise to these errors should also be taken into account in order to take them into account and correct.

Analysis of the other side of communication - the communication of business partners through the transfer of information in the process of their verbal and non-verbal communication is to study how best (more effectively) to speak and listen to the partner. The following questions are being investigated:

• how best to build your speech, based on the established rules of rhetoric;
• how best to organize a dialogue, taking into account the interests and strong-willed aspirations of the partner;
• what is the best way to use it different kind questions (the so-called open and closed questions, as well as informational, mirror, relay, etc.), which can provide one or another psychological impact on a partner, encourage him to be more open in a business conversation, which contributes to an effective discussion of the problems being solved.

When analyzing the communicative side of business communication, the problem of increasing the efficiency of partners listening to each other is also solved, which leads to a reduction in information loss during a conversation, and enhances the psychological motivation of partners to a deeper understanding of the problems discussed. Such psychological ways of listening as reflective and non-reflexive listening, and such styles as categorical, reasonable, sympathetic, analytical are analyzed.

Much attention is paid to the study of non-verbal communication of business partners - non-verbal forms of communication, the so-called "body language" - facial expressions, gestures, eye contact, voice intonation, etc. Their role in the communication of partners, in their mutual influence on each other is exceptionally great. Through non-verbal means information is transmitted about the mood of partners, their readiness for communication, discussion of problems and further cooperation. They activate, invigorate partners, make communication more dynamic, enliven the content of verbal communication.

The subject of the analysis of science and the training course "Business Communication" is the interaction of partners, including such issues as the appropriate mental and moral qualities of partners, their business qualifications and their position in organizational structure interaction, the strength of their interests and strong-willed aspirations to achieve success.

The subject of analysis of this scientific and academic discipline includes some other problems, including business communication in a working group, conflicts in business communication, styles of behavior in conflict situations and ways to resolve conflicts.

Summarizing the above, let's say that the subject of research within the framework of "Business Communication" as a scientific and academic discipline includes problems that make up its inherent content with its features.

It must be taken into account that business communication of partners as a real phenomenon does not exist by itself, not isolated from other phenomena within which it arises and is carried out. It develops and manifests itself in the context of these phenomena, in direct and feedback and interactions with them. Therefore, when studying the problems of business communication, one has to go beyond its subject outlined above.

First of all, one should comprehend the connections of business communication with other phenomena of social life - economic, legal, psychological, moral, etc., in interaction with which it manifests itself. In some cases, it is necessary to take into account the influence of the political and ideological conjuncture on the content of business communication. In this regard, one has to resort to the use of the provisions of other sciences, primarily general psychology, the psychology of personality and interpersonal relations, as well as the provisions of ethics as a science of morality and ethics, the theory of communication, management, etc.

Thus, the object of research in the analysis of the problems of the discipline "Psychology and Ethics of Business Communication" turns out to be much broader than its subject.

Section 1 UMK

Ministry of Education and Science of the Russian Federation

Russian State University

in Tuapse

Department of Economics and Management

WORKING CURRICULUM

discipline "Ethics of business communication"

in the direction (specialty) 080502 "Economics and management at the enterprise"

Form of education full-time Block of disciplines of general education department. AT 2

Tuapse

2012

The work program was compiled on the basis of the State Educational Standard of the Higher Professional Education and the curriculum of the Branch of the Russian State Humanitarian University in Tuapse, specialty 080502 "Economics and Management at the Enterprise of Environmental Management" at the Department of Economics and Management.

The compilers of the work program

Art. teacher _________________

(position, academic title, degree) (signature) ()

The work program was approved at a meeting of the Department of Economics and Management

Minutes of the meeting No. 1 dated "31"

Department head

(signature) ()

Agreed with the scientific and methodological commission of the academic council

Chairman of the Scientific and Methodological Commission

(signature) ()

1. Goals and objectives, its place in the educational process

1.1. The purpose and objectives of the discipline

The discipline "Ethics of business communication" is one of the disciplines for the choice of training an economist-manager in the specialty 080502 "Economics and management at an environmental management enterprise".

Ethics continues the theoretical course of psychology, covering the moral, ethical and ethical aspects of human communication. Communication is one of the most important components of our life.

Lack of communication or communication difficulties can cause stress, depression, anger, resentment, frustration and disruption. A person constantly communicates with colleagues, friends, family members, loved ones.

Speech, as an integral part of communication, is the best passport of a person. At present, for successful career advancement, effective interaction with domestic and foreign partners, it is necessary to clearly navigate the issues of psychology and ethics of business communication with colleagues, subordinates, and superiors. It is communication skills that are necessary for success in any business. The art of business communication, knowledge of psychological characteristics, skillful use of diagnostic and psychological-pedagogical methods are especially necessary for those specialists whose activities involve constant contacts.

The purpose of the discipline "Ethics of business communication" is to form a culture of interpersonal interaction in the field of business relations, to develop the skills and abilities of independent organization of the process of business negotiations, to activate a creative approach in establishing business relations. The formation of internal motivation, the acquisition of the ability to use the acquired knowledge for self-knowledge, self-development, personal self-improvement in one's own practical activities and various life situations.

The main objectives of the course:

study of the general patterns of interpersonal relationships; study of theoretical and methodological foundations and business etiquette; acquisition of practical skills of productive communication in the field of business relations and business negotiations

According to the degree of integration of educational material, the most significant disciplines are "Psychology and Pedagogy", "Sociology". "Philosophy", "Management".

1.2. a brief description of discipline, its place in the educational process

The discipline "Ethics of business communication" is one of the disciplines at the choice of the student of training in the specialty 080502 "Economics and management at the enterprise of nature management".

"Ethics of business communication" is a discipline that reveals the basic concepts of speech impact, focuses on the formation of interpersonal aspects and shows methods and techniques for neutralizing manipulative influence. IN market conditions it is very important to be able to navigate business environment, especially in the area that covers .

This course is based on a specific basis for monitoring students' knowledge - a rating system that allows students to fruitfully absorb the lecture material. During the practical classes, students cover the main issues related to ethical standards and the activities of the organization.

1.3. Relationship with prior disciplines

In the process of studying the discipline "Ethics of business communication", students update the knowledge of the following disciplines: "Psychology and pedagogy", "Russian language and", "Philosophy", "Sociology", "Documentation management activities"and others.

1.4. Relationship with subsequent disciplines

The knowledge gained during the study of the discipline "Ethics of business communication" provides the basis for subsequent more detailed study courses such as "Management", "Human Resource Management", etc., allow you to gain practical experience on specific issues of business negotiations.

REQUIREMENTS FOR THE LEVEL OF MASTERING THE DISCIPLINE

In accordance with the requirements for the mandatory minimum content and the level of training of a specialist, a student who has studied the course and completed the necessary amount of independent work must know:

psychological features building relationships with various types managers and subordinates; psychology and ethics of conducting business conversations, meetings and business telephone conversations;

Psychological features of the formation of the image of a business person and a modern enterprise.

The student must be able to:

apply the acquired knowledge in a business situation; communicate productively in formal and informal environments; create, maintain and develop the image of a business person; negotiate with a prospective business partner.

The student must be proficient in:

practical skills of direct communication in the field of everyday interpersonal relationships; skills of impeccable behavior and alignment appearance modern entrepreneur and leader; the ability to conduct psychological diagnostics of employees.

The student should have an idea of ​​modern trends in the field of business negotiations, the formation of interpersonal relationships in the organization and the basics of solving complex conflict situations in the course of management activities.

All of the above skills and knowledge will allow future specialists to form modern socio-economic thinking, master the whole variety of forms and methods of establishing business negotiations, and be effective in crisis and extreme situations.

3. DISTRIBUTION OF STUDIES BY SEMESTER AND THE THEMATIC PLAN OF THE DISCIPLINE

Table 1

DISTRIBUTION OF TYPES AND HOURS OF CLASSES BY SEMESTER

table 2

THEMATIC PLAN OF STUDYING THE DISCIPLINE

Table 3

4.1. Theoretical course

Section, topic of the academic discipline, topic content		Number of hours
FIFTH TERM The origin and content of the terms "ethics", "morality", "morality". The structure of ethics. Moral consciousness and practice. Moral laws and categories of ethical perception. Development of ethical thought: thinkers of antiquity and modern times. The history of the development of ethics as a science. Basic principles, essence and content of the ethics of business relations. Code of Ethics. Forms of human behavior. Disclosure of the basic principles of business ethics and patterns of interpersonal relationships. Social responsibility of the organization and ethical standards of the enterprise. Methodology for increasing the ethical level of the enterprise. Topic 3. Ethics of the leader The concept of group dynamics in collective activity. The nature of group dynamics in the formation of the microclimate in the team. Factors and stage of formation of group dynamics. Topic 1. Business communication and management Stages of the communication process. Fundamentals of business rhetoric. The role of speech influence in business relations, the culture of speech in business communication. The structure of speech communication. The concept, foundations and features of verbal, non-verbal and distance communication. Definition of visual contact. Proxematics: its purpose in the formation of non-verbal communication. The concept of distance communication. Tactics of managerial positions in business negotiations. Formation of a communicative culture in business communication. Models of communication networks. culture business letter. Topic 2. Manipulations in communication Characteristics, types and forms of manipulations. Manipulation neutralization rules. Techniques that encourage communication and building trust. The role of business practices in developing and ensuring the effectiveness of business relationships. The purpose and purpose of business practices. Organization methodology. Standards of business etiquette regarding mailing and invitations and response to them. Etiquette requirements for the preparation and organization of a business reception. Business etiquette of behavior at the table during a business reception. The concept of "diplomatic ceremonial". Its purpose, principles and procedure. Topic 2. Greeting and introduction in a business environment Business greetings. Representations and types of titles. The concept of "". Purpose, functions business card in business life. Types of business cards. Features of the presentation and use of business cards. Requirements for the preparation and design of cards. Requirements of business etiquette for a resume, letter of recommendation, letter of refusal, letter of notification The role of written business communication in the system of business relations. Functions of criticism as an obligatory component of official activity. Ethical requirements for criticism. Ethical recommendations for the criticizing, the criticized, the dependence of the effectiveness of criticism on the degree of its ethics.

Table 4

4.2. Practical (seminar) classes

Lesson number	Topic name classes	section, discipline theme		Volume in hours
auditorium
	The essence of ethics. Patterns of interpersonal relationships		Protection of reports, drawing up a model of the mechanism of action based on the Porter-Lawler model
	Ethics and social responsibility of the organization		Defense of reports, drafting ethical code organizations,
			Defense of reports, preparation of announcements and summaries
	Techniques that encourage communication and building trust. Neutralization of manipulative actions.		Protection of reports, test
	The role of business practices in developing the effectiveness of business relationships. Business greetings.		Protection of reports, production of a business card
	Criticism as a component of official activity.		Protection of reports, test

* - Periodicity and forms of control are indicated.

Module 1 Theoretical basis business ethics

Topic 1. The nature and essence of business ethics

Conducting a discussion on the relationship between ethics in a broad sense and business ethics, taking into account the logical sequence of individual problems.

Analysis of the works of the American sociologist L. Hosmer with the study of the basic principles of business ethics.

Development of ethical thought. Historical formation of the main directions. Thinkers of antiquity and modern times. Principles international business. Principles of business relations: principles of "personality", principles of "professional", principles of "citizen of Russia" and principles of "citizen of the Earth". The concept and essence of the laws of interpersonal relations. The pattern of distortion of the meaning of information. The pattern of psychological self-defense. Ethical problems of business relations. Psychological aspects of the selection and verification of personnel.

Topic 2. Ethics of the organization

Defense and discussion of reports on the following topics:

Ethical rules as the basis for the stability and competitiveness of the organization. Relationship Labor Code and the Code of Ethics of the organization. Moral consciousness and practice. Types of morality at the present stage. Ways to improve the ethical level of the organization. The concept of ethical expertise and social audit. Appointment of ethics committees and their role in the development of ethical behavior of citizens. Methodology for solving controversial ethical problems in organizations. The concept of a team. Ways and ethical standards of interpersonal relations in the team. Character traits"difficult manager" The main reasons for their manifestation.

Conducting a test (Appendix 1), covering the nature and essence of business ethics.

Module 2: Communication as a tool for business ethics

Topic 1. Business communication and management.

Defense and discussion of reports on the following topics:

Types of communication barriers. The essence of the communicative, interactive and perceptual aspects of communication. Generally accepted moral requirements for communication, which form the basis of a communicative culture. Features of speech behavior. Mimic codes of emotional state. The influence of visual contact on the outcome of negotiations. The culture of business writing. Ethical standards of telephone conversation. Methodology of business communication management system.

Drafting job advertisements and resumes. (Annex 2)

Business game "Conducting an interview"

Topic 2. Manipulations in communication

Defense and discussion of reports on the following topics:

Organizational and procedural manipulations. Psychological manipulation. logical manipulation. Manipulation neutralization rules. Types of manipulations in the negotiation process and ways to counter them. Methodology for creating trusting relationships. The essence of the techniques "I am a statement", "We are a statement", "You are an approach". The main manifestations of the opponent's conflictogenic behavior.

Conducting a test (Appendix 3), covering the concepts of types of business communication.

Module 3. Rules and etiquette of business relations

Topic 1. business receptions and their types

Topic 2. Greetings and introductions in a business environment

Defense and discussion of reports on the following topics:

Rules for preparing and holding meetings and. Greeting etiquette and presentation. History of the business card. The concept of "diplomatic ceremonial". The role of written business communication in the system of business relations.

Production of a business card using symbols in the international protocol indicating the reason for delivery.

Topic 3. Criticism and its ethical aspects

Defense and discussion of reports on the following topics:

The concept of "anti-motivation". Ethics of resolving controversial issues and conflict situations. Causes of conflicts in the activities of the organization. Conflict resolution methods. Methods of overcoming conflict situations. Moral norms of human behavior in controversial situations.

Conducting a test (Appendix 4), covering the issues of conducting business negotiations.

4.3. Laboratory studies curriculum not provided

4.4. The course project (work) is not provided for by the curriculum

Table 5

4.5. Independent work of students

Student independent work program

Rooms sections and topics of the discipline		Deadlines	Forms of control	Volume hours
SEMESTER 5
	Studying the topics of the theoretical course. Analysis of the historical formation of ethical thought.	First week	self-test
Preparing for the colloquium	After studying this topic	colloquium
	Studying the topics of the theoretical course. Drawing up an ethical code of the enterprise.	Second week	self-test
Preparing for the colloquium	After studying this topic	colloquium
Test preparation	After studying this topic
	Study of group dynamics. Repetition of the main psychological approaches in the formation of the team.	After studying this topic	self-test
Test preparation	After studying this topic
Preparing for the colloquium	After studying this topic	colloquium
	Studying the topics of the theoretical course.		self-test
Test preparation	After studying this topic
Preparing for the colloquium	After studying this topic	colloquium
	Repetition of the psychological foundations of the appearance of manipulation	After studying this topic	self-test
Preparing for the colloquium	After studying this topic	colloquium
	Studying the topics of the theoretical course	Within a week after the thematic lecture	self-test
Test preparation	After studying this topic
Preparing for the colloquium	After studying this topic	colloquium
	Repetition of the basic norms of greeting in a business environment. Making a business card. Learning the international protocol of greetings. Drafting job advertisements and writing resumes.	After studying this topic	self-test
Preparing for the colloquium	After studying this topic	colloquium
	Repetition of the psychological aspects of the formation of criticism. The study of the main components of the function of criticism.	After studying this topic	self-test
	After studying this topic	Colloquium, business game
All section topics	Preparation for the final test	After studying this topic	Final test
5 semester

5. Educational and methodological support of discipline

Main literature:

Psychology of business communication. M: INFRA-M, 2007. . Business Ethics: Past and Present. St. Petersburg, 2007. , Professional ethics and psychology of business communication: - M .: Publishing House "FORUM": INFRA-M, 2010. - 304 p. , Business Ethics: tutorial- M.: FORUM, 2009. - 224 p.

Additional literature:

Afanasiev and psychology: textbook. allowance for students. /, -2nd ed., revised. and additional - M .: Publishing Center "Academy", 2004. - 224 p. Activity. Consciousness. Personality / Alexei Nikolaevich Leontiev-2nd ed., Sr. – M.: Meaning; Publishing Center "Academy", 2005. - 352 p.

Internet resources

25. VNIIDAD. www.vniidad.ru
26. Electronic office systems. www.eos.ru

The structure of the educational and methodological complex for the discipline "Ethics of business communication" should be formed in a logical sequence of the detailed content of the learning process in the form of step-by-step preparation and mastering of the main topics basic program course.

The topics of lectures and practical classes should correspond to the topics specified in the work program of the discipline. Literature must comply with the list specified in the work program of the discipline.

The amount of material for each type of work is determined by the department.

At the beginning of the material for each type of work, its purpose is given. Further, the main provisions of the theme of the program, questions for discussion are outlined.

The means, teaching methods, methods are indicated, the use of which for the development of certain topics and sections is most effective.

Guidelines for students consist of the following requirements: it is important to carefully read the brief material; study the relevant literature; carefully study the regulatory documentation regarding the norms for the preparation and execution of official documentation and pass a self-study test.

To study the discipline "Ethics of business communication", a student can use quite extensive materials located in electronic library branch (folder "Ethics d / o"), in the student library of the branch, as well as in. In addition, on the Internet you can also find a lot of information on the relevant topic of the course. For a short review essay, performed as part of independent work, this material is enough to prepare for the final test. To complete certain types of business letters, a student needs to use a tabulation grid of basic details and a sample form (doe folder, practice section). The implementation of practical tasks will require the student to have elementary skills in working with the WORD program and spreadsheets Excel.

6. Forms and methods of current, intermediate and final control

The final control of students' knowledge is carried out in the form of a test. To prepare the test, it is necessary to study the lecture material, solve test tasks, take notes on the answers to questions for each section (module). This control of students' knowledge is carried out in accordance with the regulation of the branch of the Russian State Humanitarian University in Tuapse "On the modular system of education", approved by the academic council of the branch in 2007, protocol No. 15.

Questions for the test in the discipline "Ethics of business communication":

The essence and content of the ethics of business relations.

2. Patterns of interpersonal relationships.

3. Ethics and social responsibility of organizations.

4. Ethical principles and norms in business relations.

5. Ethics various kinds speech influence in business relations.

6. Organizational and technical measures for the preparation and holding of meetings.

7. Ethics of resolving controversial issues, conflict situations.

8. Business communication and management. Types of business communication.

9. Rules for all types of business relations.

10. Manipulation in communication. Their characteristics, rules and techniques.

11. Fundamentals of business rhetoric.

12. Features of speech behavior.

13. Basics of non-verbal communication.

14. Kinetic features of non-verbal communication.

15. Visual contact.

16. Proxematic features of non-verbal communication.

17. Remote communication.

18. Culture of business writing.

19. Rules for preparing a public speech.

20. Rules for conducting an interview.

21. Rules for the preparation and holding of business meetings.

22. Behavior in public places.

23. Etiquette of business receptions.

24. Features of negotiating with foreign partners.

25. The concept of the ethical code of the company.