Professional ethics and psychology of business communication program. Work program in the discipline "professional ethics and psychology of business communication"
Subject and object of science and 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, business communication between partners represents their interaction regarding the implementation of any business in their interests. There are many opportunities for this in a free enterprise society.
In the process of business cooperation, interpersonal psychological, moral and other relationships develop between partners, the nature of which largely reflects their mood and disposition towards each other, which gives its results. In business communication, as in business cooperation between people in general, the following three inextricably linked sides are clearly manifested: partners’ perception of each other, information exchange (communication) and interaction. Their content will be discussed in detail in the relevant chapters of the textbook, but for now we will only note the following.
Analysis of partners’ perceptions of each other involves taking into account their age, gender, character traits, abilities, needs, interests, worldviews, value orientations and their spiritual culture as a whole. All this determines the motives for the behavior of business partners at a certain point in time under the totality of the prevailing circumstances. It is also necessary to take into account how often they meet with each other, whether this is their first business meeting or one of many, how well the partners know each other. The possibility of errors in the partners’ perception of each other and the factors that give rise to these errors should also be taken into account in order to take them into account and correct them.
Analysis of the other side of communication - communication of business partners through the transfer of information in the process of their verbal and nonverbal communication is to explore how to speak better (more effectively) yourself and listen to your partner. The following questions are being investigated:
- how best to construct 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;
- how best to use it different types questions (the so-called open and closed questions, as well as informational, mirror, relay, etc.) that can have one or another psychological impact on the partner, encourage him to be more open in business conversation, which facilitates effective discussion of the problems being solved.
When analyzing the communicative side of business communication, the problem of increasing the effectiveness of partners listening to each other is also solved, which entails reducing the loss of information during the conversation and enhances the psychological motivation of partners to a deeper understanding of the problems discussed. Such psychological methods of listening as reflexive and non-reflective listening, and such styles as categorical, judicious, 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 the partners, their readiness to communicate, discuss problems and further cooperation. They activate and invigorate partners, make communication more dynamic, and 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 relevant mental and moral qualities partners, their business qualifications and position in organizational structure interactions, the strength of their interests and strong-willed aspirations to achieve success.
The subject of analysis of this scientific and academic discipline also includes some other problems, including business communication in working group, conflicts in business communication, styles of behavior in conflict situations and methods of conflict resolution.
Summarizing the above, we will say that the subject of research within the framework of “Business Communication” as a scientific and educational discipline includes problems that make up its inherent content with its features.
It is necessary to take into account that business communication between partners as a real phenomenon does not exist on its own, not in isolation from other phenomena within the framework of which it arises and is carried out. It develops and manifests itself in the context of these phenomena, in direct and feedback connections and interactions with them. Therefore, when studying the problems of business communication, one has to go beyond the scope of 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 situation on the content of business communication. In this regard, it is necessary to resort to the use of the provisions of other sciences, primarily general psychology, personality psychology and interpersonal relationships, as well as the provisions of ethics as the science of morality and morality, communication theory, management, etc.
Thus, the object of research when analyzing the problems of the discipline “Psychology and Ethics of Business Communication” turns out to be much broader than its subject.
The purpose of the academic discipline “Professional ethics and psychology of business communication” is to familiarize students with this branch of psychological knowledge, to form communicative competence and verbal and nonverbal interaction skills.
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Federal state-owned professional educational institution "Kungur technical boarding school" of the Ministry of Labor and Social Protection Russian Federation
academic discipline
“Professional ethics and psychology of business communication”
for specialty vocational education 034702
“Documentation management and archiving”
2013
1. PASSPORT OF THE WORK PROGRAM OF THE ACADEMIC DISCIPLINE
“Professional ethics and psychology of business communication.”
1.1. Scope of application of the work program.
The work program of the academic discipline is part of the approximate basic professional educational program in accordance with the Federal State Educational Standard for specialty 034702“Documentation support for management and archival science”
The program of the academic discipline can be used in additional professional education and in advanced training programs.
1.2. The place of the academic discipline in the structure of the main professional educational program:
Academic discipline OP.06 "Professional ethics and psychology of business communication» is included in the group of general professional disciplines of the humanities and socio-economic cycle.
1.3. The goals and objectives of the academic discipline are the requirements for the results of mastering the academic discipline.
The purpose of the academic discipline “Professional ethics and psychology of business communication” is to familiarize students with this branch of psychological knowledge, the formation of communicative competence and skills of verbal and non-verbal interaction.
Objectives of the discipline:
- students' mastery of the categorical apparatus of communication psychology;
- familiarizing students with the development of problems of communication psychology in domestic and foreign science;
- student mastery modern technologies business and personal communication;
- formation of practical skills of effective communication.
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 among employees of state and other organizational and legal forms of institutions and organizations.
general competencies,including the ability (in basic training):
OK 1. Understand the essence and social significance his future profession, show a steady interest in her.
OK 2. Organize your own activities, choose standard methods and ways of performing professional tasks, evaluate their effectiveness and quality.
OK 3. Make decisions in standard and non-standard situations and take responsibility for them.
OK 4. Search and use information necessary for the effective performance 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, and consumers.
OK 7. Take responsibility for the work of team members (subordinates) and the results of completing tasks.
OK 8. Independently determine the tasks of professional and personal development, engage in self-education, consciously plan professional development.
A management documentation specialist must haveprofessional competencies,corresponding to the main types of professional activity (basic training):
PC 1.2. Carry out work on preparing and holding meetings, business meetings, receptions and presentations.
PC 1.3. Prepare business trips manager and other employees of the organization.
PC 1.4. Organize workplace secretary and manager.
PC 1.5. Draw up and register organizational and administrative documents, monitor the timing of their execution.
PC 1.6. Process incoming and outgoing documents, systematize them, compile a list of cases and form documents into cases.
PC 1.7. Work independently with documents containing confidential information, including documents on personnel.
PC 1.8. Provide telephone service, receive and transmit faxes.
- the maximum educational load of a student is 114 hours, including:
- the student’s mandatory classroom teaching load is 76 hours;
- independent work of the student – 38 hours.
2. STRUCTURE AND SAMPLE CONTENT OF THE SCHOOL DISCIPLINE.
2.1. Scope of academic discipline and types academic work.
Type of educational work | Hours volume |
Mandatory classroom teaching load (total) | |
including practical tasks | |
Student's independent work execution of abstracts Searching for information in additional literature sources Searching for information in Internet resources | |
Consultations | |
final examination | test |
2.2 Thematic plan and content of the academic discipline “Professional ethics and psychology of business communication.”
Name of sections and topics | Hours volume | Level of assimilation |
|
Section 1. Ethics and aesthetics. | Methodological basis of sciences, the essence of ethical and aesthetic education, significance. | ||
Topic 1.1. Introduction. | General information about the subject Objectives of the subject “Ethics”, its importance for mastering | ||
Independent work. | Preparation of abstracts on the topics of the section. Appendix No. 1. | ||
Topic 1.2. Aesthetic culture. | General information about aesthetics as a science. The main areas of human aesthetic activity. General concepts about aesthetic culture. The role of aesthetic culture in professional activity. | ||
Topic 1.3. Aesthetic education. The essence of aesthetic education, its significance. | The concept of aesthetic feeling, ideal. Aesthetic grade. Aesthetic need. The concept of aesthetic taste, its manifestation and meaning. | ||
Independent work. | Doing homework for section 1. Compiling a dictionary of terms: aesthetic culture, ideal, aesthetic taste, aesthetics business relations, ethical culture. | ||
Section No. 2. Psychological foundations of business communication. | General concepts about science. Mental properties and states of a person. Professionally significant qualities of those working in the service sector. | ||
Topic 2.1. Psychology communication. | General concepts about the science of psychology. Objectives of psychology, significance for mastery professional skills working in the service sector. | ||
Practical work | Mental properties: temperament, character; their types and features. Determining a person's temperament and character by appearance. Passing the test. | ||
Topic 2.2. Mental states of a person, their influence on the process of communication | Mental states of a person: vigor, fatigue, satisfaction, activity. Their influence on the communication process. | ||
Practical work. | Abilities are an important condition for success in professional activity. Identify the required professional qualities. | ||
Topic 2.4. Professionally significant qualities of those working in the service sector. | Addiction professional qualities on the psychological properties of the individual. Their relationship with mental properties of the individual. | ||
Topic 2.5. Psychological foundations of business communication. | Communication is the basis of human existence. Business communication concept. Universal and ethical rules of business communication. Psychological aspects of business communication Ethical standards of relationships. | ||
Practical work | Classification of types of communication. Immediate, direct, interpersonal, mass, imperative, dialogue communication. Workshop. | ||
Topic 2.6. The perceptual side of communication. | Perception. Factors of perception, attractiveness. | ||
Topic 2.7. The interactive side of communication. Transactional model of communication. | The theory of transactional analysis by E. Berne. Three human positions: parent, adult, child. Construction of communication schemes from the point of view of these positions. The relationship between life scenario and communication. Construction and analysis of personal roles and life scenarios. | ||
Independent work. | Doing homework tasks according to section 2.3. G.M. Shelamova “Business culture and psychology of communication. | ||
Section 3 Business Etiquette. | Rules of everyday and office etiquette. Etiquette and image business man. | ||
Practical work. | Everyday etiquette. Rules of behavior on the street. Behavior in transport. Behavior in the theater and museum. Make rules of everyday etiquette. | ||
Practical work. | Present. Aesthetics and ethics of selecting and decorating gifts. Refusal of a gift. How gifts are given. Selection of gifts for employees and managers of the company. | ||
Topic 3.1. Smoking etiquette. | General etiquette rules for smokers. | ||
Practical work. | Table setting, rules of behavior at the table. Workshop. | ||
Topic 3.2. Etiquette and image of a business person. | The concept of office etiquette: behavioral, speech. General rules of behavioral etiquette and speech etiquette. Etiquette for greetings and introductions. | ||
Practical work. | Ability to dress well. Men's clothing and accessories. Workshop. Ways to tie a tie. Ability to dress well. Women's clothing and accessories. | ||
Topic 3.3. Ethics in business relations. | Hiring and interview. Interview process. Introducing a new employee to the team. | ||
Topic 3.4. Documents for applying for a job. | |||
Practical work. | Business correspondence. Letterheads and Business Cards. Design of business cards. | ||
Independent work. | Preparing abstracts on the topics of the section, passing tests, doing homework. | ||
Section 4. Culture communication in professional environment. | |||
The essence of communication, means of communication. Listening and public speaking techniques. | |||
Topic 4.1. Professional Communication. | Communication and its features. Content and essence of speechcommunication. Nonverbal means of communication. Gestures, purpose of gestures, logic of gestures. | ||
Topic 4.2. Communication techniques. | Techniques of active dialogue and listening. Workshop. | ||
Topic 4.3. Public speaking. | Basic aspects of public speaking. Workshop. | ||
Topic 4.4. General requirements for business telephone dialogue. | Content requirements telephone conversations; basic elements of dialogue. Requirements for private talking on the phone in a business setting. | ||
Independent work. | Doing homework for section 4. Preparation of messages on topics: “Secrets of communication while looking for a job”, “Arguments and their influence on the effectiveness of communication”, "Body language" "Speech etiquette", “Culture of communication in a team” | ||
Section 5. Business meeting. | Types, goals, conditions, stages of organization, features of negotiations. | ||
Topic 5.1. The art of negotiation. | Types of negotiations. Purpose of negotiations. A decision made during negotiations. Analysis of decisions made. Negotiators. | ||
Topic 5.2. Ethical techniques for conducting business negotiations. | Moral and ethical conditions for concluding a contract. Ethical basis for business negotiations. | ||
Topic 5.3. Techniques of persuasion and argumentation. | Barriers and communication errors. Ethical position of the presiding officer. | ||
Topic 5.4. Preparing for negotiations. | Stages, organization, techniques and tactics, decision making. Negotiation technology. | ||
Topic 5.5. Features of business negotiations. | Translator's work in business negotiations. Recording business negotiations. Appearance of the participants. | ||
Topic 5.6. Business negotiations with foreigners. | Etiquette of business communication with foreign partners. | ||
Topic 5.7. Receptions and their service. | Types of techniques. Organization of business receptions. | ||
Practical work. | General rules for creating menus for receptions. Menu creation, table setting. | ||
Independent work. | Preparation of messages on the topic “Business negotiations with foreigners | ||
Section 6. Conflicts in business communication. | The concept of conflict. Strategies for behavior in conflict. Conflict resolution. | ||
Topic 6.1. Conflicts and its structure. | The concept of conflict. Types, structure. | ||
Topic 6.2. Psychological and ethical aspect of the conflict. | Resolving conflict in a constructive way. | ||
Topic 6.3. Behavior strategy in a conflict situation. | Strategy of turtle, shark, owl and bear cub. | ||
Practical work. | Rules of behavior in conflicts. Workshop on constructive conflict resolution. | ||
Discipline credit | Defense of the abstract | ||
Independent work. | Repetition of the main provisions of the section, note-taking, practical application. | ||
Total for academic discipline: | |||
including mandatory classroom teaching load |
To characterize the level of communication, the following designations are used:
1. – familiarization (assimilation of previously studied objects, properties);
2. – reproductive (performing activities according to a model, instructions or under guidance);
3. – productive (planning independent implementation of activities, solving problematic problems).
3. CONDITIONS FOR IMPLEMENTATION OF ACADEMIC DISCIPLINE.
3.1. Minimum logistics requirements
Implementation of the discipline program requires the presence of a classroom
Classroom equipment:
Seating according to the number of students;
Teacher's workplace;
A set of educational and visual aids for the discipline
Technical means training:
Computer with Internet access;
Video projector;
Presentations;
Video films;
Electronic manuals.
3.2. Information Support training
Main sources:
Shelamova G.M., Business culture and psychology of communication. - M. Publishing center "Academy", 2009 - 320 p.
Shelamova G.M., Business culture of interaction. - M. Publishing center "Academy", 2010 - 64 p.
Shelamova G.M., Etiquette of business communication. - M. Publishing center "Academy", 2010 - 192 p.
Additional sources:
Binnerman L., The Art of Communication. – UNITY, 2008.
Klaus Bischof, Aneta Bischof, Secrets of effective business communication. - DASHKOV and Co., 2011.
Pavlova L.G., Fundamentals of business communication. – PHOENIX, 2009.
Pankratov V.N., Business communication culture and success. - PHOENIX 2008
Potemkin. O., Tests for teenagers"
Rudenko A.I., Samygin S.I., Business communication. – PHOENIX, 2010.
Chernyshova L.I., Business communication. – UNITY, 2009.
During self-study, students must be provided with access to the Internet. www.twirpx.com/files/financial/trading/
4. CONTROL AND EVALUATION OF THE RESULTS OF MASTERING THE DISCIPLINE.
Monitoring and evaluation of the results of mastering the discipline is carried out by the teacher in the process of conducting practical classes and laboratory work, testing, as well as students completing individual assignments, projects, and research.
An educational institution providing training in an academic discipline ensures the organization and conduct of intermediate certification and ongoing monitoring of individual educational achievements - knowledge, skills and abilities demonstrated by students.
Current control is carried out by the teacher in the process of conducting practical classes and laboratory work, testing, as well as students completing individual assignments, projects, and research.
Forms and methods of intermediate certification and ongoing monitoring in an academic discipline are independently developed by the educational institution and brought to the attention of students no later than the beginning of two months from the start of training.
For intermediate certification and ongoing monitoring educational institutions assessment funds (AFFs) are created.
FOS includes pedagogical control and measurement materials designed to determine the compliance (or non-compliance) of individual educational achievements with the main indicators of training results (tables).
Learning outcomes (mastered skills, acquired knowledge) | Forms and methods of monitoring and assessing learning outcomes |
Be able to: | |
As a result of mastering the discipline, the student should be able to: Conduct professional communication in compliance with rules and regulations business etiquette; Use techniques for self-regulation of behavior in the process of interpersonal communication; Transmit information orally and in writing in compliance with the requirements of speech culture; Make decisions and defend your point of view in a correct manner; Maintain business reputation; Create and maintain the image of a business person; Organize workplace business communication between subordinates; | Case method; Business and role-playing games; |
Knowledge: know/understand: | |
Rules of business communication; Ethical standards of relationships with colleagues, partners, clients; Basic techniques and methods of communication: rules of listening, conducting a conversation, persuasion, consulting, instructing, etc.; Forms of appeal, presentation of requests, expressions of gratitude, methods of argumentation in production situations; Components appearance business person: suit, hairstyle, makeup, accessories and; Rules for organizing a workspace for individual work and professional communication | Testing; Expert assessment of individual assignments; Expert assessment of the implementation of practical work; Case method; Business and role-playing games; Examination of independent work; Psychological workshops |
MOSCOW DEPARTMENT OF EDUCATION
STATE BUDGET EDUCATIONAL INSTITUTION
SECONDARY VOCATIONAL EDUCATION IN MOSCOW
TECHNIQUE 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 No. 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)”
Chairman of the Cycle
commissions
_____________ Y.P.Gurina
Deputy Director for Scientific and Methodological Work
___________ S.L. Denisova
Compiled by: Gurina Yu.P. – teacher at GBOU SPO TSiT No. 29
CONTENT
PASSPORT OF THE WORKING PROGRAM OF THE EDUCATIONAL DISCIPLINE
STRUCTURE and CONTENT OF THE ACADEMIC DISCIPLINE
conditions for the implementation of the work program of the academic discipline
Monitoring and evaluation of the results of mastering the academic discipline
PASSPORT OF THE WORKING PROGRAM OF THE EDUCATIONAL DISCIPLINE
Ethics and psychology of business communication
1.1. Scope of application
The work program of the academic discipline is part of the main professional educational program in accordance with the Federal State Educational Standard for the specialty SVE 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 businessmen.
1.2. The place of the discipline in the structure of the main professional educational program:
The academic discipline is part of the professional cycle and is aimed at developing general and professional competencies
OK 1. Understand the essence and social significance of your future profession, show sustained interest in it.
OK 2. Organize your own activities, choose standard methods and ways of performing professional tasks, evaluate their effectiveness and quality.
OK 3. Make decisions in standard and non-standard situations and take responsibility for them.
OK 4. Search and use information necessary for the effective performance of professional tasks, professional and personal development.
OK 6. Work in a team and in a team, communicate effectively with colleagues, management, and consumers.
OK 7. Independently determine the tasks of professional and personal development, engage in self-education, consciously plan professional development.
OK 12. Comply with current legislation and mandatory requirements regulatory documents, as well as the requirements of standards and technical specifications.
PC 1.6. Participate in the work to prepare 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. Goals and objectives of the discipline - requirements for the results of mastering the discipline:
As a result of mastering the discipline, the student must
Be able to:
plan, forecast and analyze business communication: apply techniques and methods of effective communication in professional activities; 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 techniques conflict management;
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 individual characteristics of partners on the communication process; sources, causes, types and methods of conflict resolution; patterns of team formation and development
maximum student workload 76 hour, including:
student's mandatory classroom teaching load 51 hours;
including:
practical lessons 22 hours;
independent work of the student 25 hours.
2. STRUCTURE AND CONTENT OF THE SCHOOL DISCIPLINE
2.1. Scope of academic discipline and types of academic work
Type of educational work
Volume
hours
Mandatory classroom teaching load (total),
including:
practical lessons
Independent work of the student (total),
including:
Working on educational material
Preparation of reports, messages
Collection of information
Solving situational problems
Composing a dialogue
Final certification in the form of a test
2.2. Thematic plan and content of the academic discipline
Name of sections and topics
Content educational material, laboratory and practical work,
Hours volume
Mastery level
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, objectives. Various areas of science with which the discipline of ethics and psychology of business communication is associated: general psychology, social, developmental, educational psychology, labor psychology, economic psychology, sociology, management.
Independent work of the student
Write a background 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
Contents of educational material
The concept of morality, morality. The structure of morality. Ideas of various philosophers about morality. The importance 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 supporting 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
Contents of educational material
Communication and communication, communication as an activity and as an 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.
Image of a business person
Contents of educational material
Ethical and aesthetic culture, rules for forming the image of a businessman. The culture of a businessman's clothing, business cards in business life, behavior at the table, the interior of the work space, souvenirs and gifts in the business sphere.
Practical lesson No. 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: “Image of a businessman.”
Come to the next lesson dressed as a businessman (clothes, accessories). Be ready to protect the created image.
Topic 3.2.
Oral business communication, language and written rules of communication
Contents of educational material
Culture of oral speech, nonverbal signs of communication, nonverbal etiquette, the concept of leading modality. Rules for conducting business negotiations. Rules for conducting a business telephone conversation. Rules for conducting business correspondence.
Practical lesson No. 2
Communicate with each other in pairs using the rules of business etiquette.
Independent work of the student
Write a supporting 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 characteristics personalities
Contents 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 supporting summary and prepare for a survey on the topic: “Individual characteristics of a businessman.”
Topic 4.2.
Communicative potential of the individual
Contents of educational material
The essence and significance of an individual’s communicative potential, the importance of self-esteem for its development, the basis of transactional analysis, methods of overcoming difficulties in communication.
Practical lesson No. 3
Find out the meaning of rules of conduct in public places.
Independent work of the student
Write a supporting summary and prepare for a survey on the topic: “The communicative potential of a businessman’s personality.”
Write and present a report.
Topic 4.3.
Conflicts in business communication
Contents of educational material
Conflict and its structure, strategy and rules of behavior in conflict situations, emotional response in conflict situations.
Practical exercises No. 4
Training in adequate response to conflict situations.
Independent work of the student
Write a supporting summary and prepare for a survey on the topic: “Conflicts in business communication.”
Section 5. Psychological techniques of influencing a partner
24
Topic 5.1.
Psychological techniques for influencing a partner
Contents of educational material
Techniques for influencing a partner, basic methods of argumentation, basic techniques, basic principles of argumentation tactics in commerce. Methods of persuasion, methods of argumentation, techniques of exaggeration, techniques of telling an anecdote, the right occasion, techniques of changing the direction of a conversation.
Practical lesson No. 5
Training in argumentation techniques and methods of persuasion.
Independent work of the student
Write a background summary and prepare for the survey
Considered at the MCC meeting
Approved
Order No. 98 dated April 25, 2014
Changes and additions were approved by order No. 327 dated December 30, 2014.
ACADEMIC DISCIPLINE PROGRAM
OP. 06.
SPECIALTIES
46.02.01
Beloyarsky 2014
The work program of the academic discipline was developed by the EP. 06. Professional ethics and psychology of business communication based:
Requirements of the Federal State Educational Standard for Secondary (Complete) general education, approved by Order of the Ministry of Education and Science of the 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 for Secondary Vocational Education in the specialty 46.02.01 Documentation support for management and archival science, 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 Explanations on the implementation of the secondary general education program within the framework of mastering 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 vocational education received (Approved by the decision of the Scientific and Methodological Council of the Center for Vocational Education of the Federal State Institution "FIRO" Protocol No. 1 from "10" April 2014)
Developer organization:
Developers:
Elena Vladimirovna Lukina, 1st category teacher
Internal experts:
Makarova Tatyana Nikolaevna, Deputy Director for Research and Development
Botsvinova E.A., Chairman of the Methodological Cycle Commission
Methodological Council Protocol No. 2 dated March 14, 2014.
p.
PASSPORT OF THE ACADEMIC DISCIPLINE PROGRAM
STRUCTURE and CONTENT OF THE ACADEMIC DISCIPLINE
conditions for the implementation of the academic discipline
Monitoring and evaluation of the results of mastering the academic discipline
1. passport of the WORKING PROGRAM OF THE ACADEMIC DISCIPLINE
Professional ethics and psychology of business communication
1.1. Scope of application of the work program
The work program of the academic discipline is part of the main professional educational program 46.02.01 Documentation support for 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 professional education received.
The work program of the academic discipline can be used in professional training in the specialty of 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:The discipline is included in the professional cycle.
Distinctive Features programs are:
A practice-oriented approach to presentation and application in real life issues of professional ethics;
Creating conditions for adaptation to social reality and future professional activities;
Focusing on ways effective communication in professional activities.
1.3. Goals and objectives of the academic discipline - requirements for the results of mastering the discipline
Goals of the discipline“Professional ethics and psychology of business communication” are:
-the development of personality in early adolescence, its spiritual and moral culture, social behavior based on respect for accepted norms in society, the ability for personal self-determination and self-realization;
Fostering a future specialist’s understanding of his professional duty, moral responsibility, and serious attitude towards issues of professional honor;
Formation of experience in applying 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 among mid-level specialists in state and other organizational and legal forms of institutions and organizations.
Application of norms and elements of management ethics in working with the population;
1.4. Number of hours for mastering the program of the academic discipline:
The student’s maximum academic load is 138 hours, including:
student's mandatory classroom teaching load 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 a 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 the academic discipline is built on the basis of basic general education.
Requirements for the qualifications of teaching (engineering and pedagogical) personnel are sufficient for high-quality conduct of classes: higher education according to the profile of the taught discipline.
When mastering the program of an academic disciplinepedagogical technology is used: project training.
The proposed pedagogical technology allows for the development of competencies OK 1-9.
When mastering the curriculum of an academic discipline, they use following methods training
explanatory and illustrative method;
reproductive method;
problem presentation method;
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.
Educational and methodological complex of the discipline includes:
Name
Quantity
Media type
Federal State Educational Standard for Secondary Professional Education in 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 for academic discipline
1
electronic, paper
a set of assessment tools for monitoring and assessing the development of general competencies in an academic discipline
1
electronic, paper
The specified list of educational and methodological complex corresponds to the declared technology.
1.6. Grading system
The assessment system includes the main indicators for assessing learning outcomes, formulated as characteristics of students’ activities, and correspond to the declared competencies.
The program contains a list of control points that provide ongoing monitoring and intermediate certification in the form differentiated credit for the second semester.
The results of mastering the program are assessed using test assessment technologies.
They allow you to present the learning result to the teacher
Control methods: oral, written, practical and visual;
Types of control: teacher control, self-control, mutual control, administrative control;
Types of control: input, current, intermediate, generalizing;
Forms of control: practical assignments, problem assignments, individual and group projects,testing.
A set of forms and methods of control and assessment provides for the assessment of learning results when performing laboratory work, practical classes, and independent work in accordance with the thematic plan.
Current control is carried out by the teacher during practical classes. , current, intermediate testing.
Forms and methods of ongoing monitoring of the academic discipline are brought to the attention of students within the first two months from the start of training. A set of assessment tools (ATS) has been created for ongoing monitoring of the program.
EQS include pedagogical control and measurement 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 SCHOOL DISCIPLINE
2.1. Scope of academic discipline and types of academic work
Type of educational work
Hours volume
Mandatory classroom teaching load (total)
including:
laboratory works
practical lessons
test papers
course work (project) ( if provided)
Independent work of the student (total)
including:
independent work on course work(by project) (if provided)
extracurricular independent work
Interim certification takes place in the form of differentiated credit
2.2. Thematic plan and content of the academic discipline Professional ethics and psychology of business communication
Name of sections and topics
Hours volume
Mastery level
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. Communication styles 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 main types of etiquette.
The connection between management ethics and other disciplines and further professional activities.
2
Section 1. Goals, functions, types and levels of communication
12
Topic 1.1. Means of communication.
The concept of verbal and nonverbal communication.
Language. Speech. Speech activity. Speech means of communication.
Practical lesson: business game - " Balloon"(gives you the opportunity to see how people behave in a crisis or extreme situation, what verbal and non-verbal techniques they use to solve the problem)
2
3
Speaking and listening are verbal competence skills.
Practical lesson: 1) Definition of types of listening: directed, critical listening; empathic listening; unreflective listening; active reflective listening.
Hearing interference. Techniques for effective listening.
2
3
The concept of nonverbal communication..
2
2
Sciences studying non-verbal means of communication: kinesics, takesics, proxemics, paralinguistics and extralinguistics
2
2,3
Basic communicative forms: monologue, dialogic, polylogue.
Practical lesson: 1) Business conversation: starting a conversation, conveying information, arguing; refuting the interlocutor’s arguments, making decisions.
Public speeches. Requirements for successful public speaking.
2
3
Characteristics effective written communications: tact, personality, positivity, energy and activity, integrity, coherence, clarity, brevity, readability , Practical lesson: 1) Development of effective written communication skills
2
2,3
Section 2. Communicative function of communication
6
Concept of communication. Stages of the communication process. Diagram of the communication process. Communication channels. Feedback. Effectiveness of communication.
Common communication barriers: competence, selective listening, value judgments, source credibility, filtering, in-group language, status differences, time pressure, communication overload.
Specific communication barriers: logical, semantic, stylistic, phonetic.
2
2
Feedback techniques: questioning, paraphrasing (verbalization), reflecting 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 at presentations. Principles of successful argumentation.
Practical lesson: business game - “Successful presentation of an idea”: practicing the ability to express your position and attract listeners to your 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, cognition and understanding by people of each other.
The concept of social stereotype. Basic errors of perception.
Demonstration of perceptual skills. Identification. Empathy. Reflection. Attraction.
“Objective” communication difficulties are also experienced subjectively. 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 representative system. Verbal and non-verbal access keys to identify the dominant type of thinking and diagnose 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 facilitation, mutual difficulty, one-sided facilitation, one-sided difficulty, asymmetrical facilitation, independence.
Formal and informal interaction. Interactive interaction.
The concept of communication strategies and tactics.
2
2
The concept of communication style. Practical lesson: 1) U exercise “Tower of Babel”: developing the ability to act together. Test work “Three Selves”, “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 an individual in a group. Practical lesson: 1) Main types of roles: roles that provide a solution to the abandoned task; supporting roles; procedural roles; self-centered roles .
2
3
Section 6 Sources, causes, types and methods of conflict resolution
4
The concept of conflict, conflict communication. Structural elements of conflict. Types of social conflicts: intrapersonal, interpersonal, between an individual and a group, intergroup. 1) Determination of types of conflicts.
2
Stages of the conflict. Algorithm for analyzing a conflict situation. Practical lesson: 1) exercise “Conflict Analysis”; 2) a test to assess the level of conflict in a person, a test “Self-Assessment of Conflict”, a test to assess aggressiveness in relationships.
2
2,3
Section 7. Ethical principles communication
4
The relationship between the concepts of ethics, morality, etiquette. Speech norms. Reputation.
2
2
Topic 7.2. Communication competence
The concept of communicative competence. Communication skills. Communication skills. Interactive skills
2
2
Section 8. Professional ethics of an employee
24
Ethics, spirituality, culture are integral components of employee professionalism.
Ethics as a standard of behavior for a civil service specialist and an authorized representative of the state. An employee's responsibility 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 employee"
2
3
The concept " professional ethics" The principle of scientific truthfulness 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 and optimism. Ideas of patriotism in the professional activities of civil servants.
2
Practical lesson
2
3
The concept of personality, environment, relationships. Concept of external forms behavior. Social conditioning 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 of a business person is 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 management, middle and lower levels of government employees. Types of relationships in a team
2,3
Topic 8.9. Ethics of public service management as a regulator of the relationship between government and the population
Application of norms and elements of ethics of management and public service in working with the population. Ethical and psychological standards for receiving the population: working with letters, visiting meetings, public speaking, etc. Practical lesson: 1) Elements of administrative and speech etiquette.
(1+1)
2,3
Topic 8.10. Practical use norms and elements of ethics of management and public service in working with the population
Practical lesson: game training - “Receiving visitors”
2
3
Topic 8.11. Diplomatic Protocol and international etiquette
Rules of behavior 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 protocol features. 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, direction 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. The manager's responsibility for motivating subordinates.
2
Topic 9.3. Business conversation
Communication concept. Types of communication needs. The concept of business communication, its features and main task.
Concept of contact. Features of space organization.
The difference between communication and communication.
Types of communication depending on the goals: material, conditional, 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, polemics.
Business communication methods. Negotiation techniques. Techniques of manipulation of business communication.
2
Practical lesson: business situation - “Negotiations”
2
3
The collective as a species social organization. Functions of the team. Social and psychological aspects of team formation. The concept of the psychological climate of the team. The concept of social adaptation in a team.
2
Conflict is a lack of agreement between two or more parties (individuals or groups of people). Impossibility of satisfying the requirements of the parties in the absence of agreement between them.
Components of a conflict: conflict situation, incident.
2,3
Methods for overcoming conflict.
2,3
Practical lesson: personality research to identify reactions to conflict situation
2
3
Concepts of controversy, dispute, discussion. Historically famous schools of polemics and discussions. Causes of the dispute and its types. Recommendations for reacting to different opponent behavior. A list of incorrect actions of the interlocutor indicating counteractions. The influence of national customs and cultural traditions on the behavior of polemicists.
2
Practical lesson: business situation - “Holding a discussion on a given topic”
2
3
History of the emergence and development of rhetoric. Basic rhetorical devices.
Determining the elements of the system for constructing an oral presentation. When preparing for a speech, use arguments, facts, and examples to address each issue.
2,3
Topic 9.11. Public performance and individual conversations
Features of an individual conversation. Basic psychological principles observed during a conversation. Miscalculations that should be avoided during a conversation. P psychological types of interlocutors. Methods of neutralizing interlocutors.
2,3
Total:
44+48=92
To characterize the level of mastery of educational material, the following designations are used:
1. – familiarization (recognition of previously studied objects, properties);
2. – reproductive (performing activities according to a model, instructions or under guidance)
3. – productive (planning and independent execution of activities, solving problematic problems)
3. conditions for the implementation of the academic discipline
3.1. Minimum logistics requirements
The implementation of an academic discipline requires the presence of a classroom.
Classroom equipment:
Seating according to the number of students;
Teacher's workplace;
A set of educational and visual aids “Professional ethics and psychology of business communication”;
Technical training aids:
Computer with license software and multimedia equipment, TV, VCR, video player, tape recorder, system unit, monitor, keyboard, mouse, speakers
3.2. Information support for training
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 Tutorial. - Volgograd, 2011.
4.Culture of oral and written speech of a business person. Handbook-workshop. - 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 everyone. - St. Petersburg, 2011.
Additional sources:
1.Kovalchuk A.S. Fundamentals of imageology and business communication: A 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: A textbook for secondary vocational education. – M., “Academy”, 2013.
4. Monitoring and evaluation of the results of mastering the ACADEMIC DISCIPLINE
Control and evaluation the results of mastering the academic discipline are carried out by the teacher in the process of conducting practical classes and laboratory work, testing, as well as students completing individual assignments, projects, and research.
Section (topic) of the academic discipline
results
(mastered skills, acquired knowledge)
Forms and methods of control
№ __«_______________»
Be able to identify _____
Execution of pr.r. "___________"
№1. Section 1. Professional ethics of an employee
Topic 1.2. Practical lesson: business game - “Business Ethics”
Able to apply knowledge of business ethics in 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 given roles in a specific situation
№3. Section 1. Professional ethics of an employee
Topic 1.6. Application in practice of knowledge of etiquette of professional relationships
Able to apply knowledge of professional etiquette in practice
Creating 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 for a mid-level specialist
№5. Section 6. Professional ethics of an employee
Topic 1.10. Practical application of norms and elements of ethics in working with colleagues
Able to apply norms and elements of ethics in working with colleagues
Creating a model of behavior for a mid-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
Creating a behavior model for a mid-level specialist in diplomatic protocol in a given situation
№7. Section 2. Psychology of business communication
Topic 2.4. Application of business communication techniques during negotiations
Able to apply business communication techniques during negotiations
Creating a model of behavior during negotiations in a given situation
№ 8. Section 2. Psychology of business communication
Topic 2.7. Application of techniques for resolving industrial conflicts in a team
Able to apply conflict resolution techniques
Creating a model of behavior for resolving conflict in a given situation
№9. Section 2. Psychology of business communication
Topic 2.9. Application of psychological aspects of polemics, disputes, discussions
Able to apply the psychological aspects of polemics, disputes, discussions
Creating a model of behavior during polemics, disputes, discussions on a given topic
№10. Section 2. Psychology of business communication
Topic 10.2. Applying public speaking and one-on-one conversation skills
Able to use public speaking and one-on-one conversation skills
Creating a model of behavior during 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 of your future profession, show sustained interest in it.
OK 2. Organize your own activities, choose standard methods and ways of performing professional tasks, evaluate their effectiveness and quality.
OK 3. Make decisions in standard and non-standard situations and take responsibility for them.
OK 4. Search and use information necessary for the effective performance 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, and 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 professional development.
As a result of mastering the discipline, the student develops professional competencies :
PC 1.2. Carry out work on preparing and holding meetings, business meetings, receptions and presentations.
PC 1.3. Prepare business trips for the manager and other employees of the organization.
PC 1.4. Organize the workplace of the secretary and manager.
PC 1.5. Draw up and register organizational and administrative documents, monitor the timing of their execution.
PC 1.6. Process incoming and outgoing documents, systematize them, compile a list of cases and form documents into cases.
PC 1.8. Provide telephone service, receive and transmit 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 among employees of state and other organizational and legal forms of institutions and organizations.
As a result of mastering the discipline, the student must have experience:
Application of business and professional ethics of a mid-level specialist;
Application of norms and elements of ethics in working with colleagues;
Application of business communication techniques during negotiations;
Application of constructive conflict resolution techniques;
Application of techniques from the psychological aspects of polemics, disputes, discussions;
Applying public speaking skills and conducting individual conversations.
The main indicators for assessing learning outcomes cover the entire cycle of actions (work) of the student and provide for the possibility of monitoring and evaluation during the learning process.
A set of forms and methods of control and assessment provides for the assessment of learning results when performing work in practical classes and independent work.
Monitoring 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 students completing individual assignments, projects, and research.
Forms and methods Tcurrent control on the academic discipline are brought to the attention of students within the first two months from the start of training.
For ongoing monitoring of the program, a set of assessment tools (KOS) has been created, which includes pedagogical control and measurement 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 ongoing monitoring is carried out in accordance with the universal scale (table).
Percentage of performance (correct answers)
Qualitative assessment of individual educational achievements
point (mark)
verbal analogue
satisfactorily
not satisfactory
Final certification for the discipline carried out in the form of differentiated credit, which is based on traditional assessment technology and uses a five-point scale assessment.
The results of mastering the program are assessed using traditional technology assessments based on a five-point scale assessment.
State-financed organization vocational education
Khanty-Mansiysk Autonomous Okrug– Ugra
"Beloyarsk Polytechnic College"
Considered at the MCC meeting
Approved
Order No. 98 dated April 25, 2014
Head of the MCC _______ /I.V. Shevchenko
Changes and additions were approved by order No. 327 dated December 30, 2015
SET
Evaluative means of academic discipline
OP.06 PROFESSIONAL ETHICS AND PSYCHOLOGY OF BUSINESS COMMUNICATION
SPECIALTIES
46.02.01 DOCUMENT SUPPORT MANAGEMENT AND ARCHIVING
Beloyarsky 2014
Developer organization: BU "Beloyarsk Polytechnic College"
Developer:
Lukina E.V., teacher
Internal experts:
Makarova T.N., Deputy Director for Research and Development
Shevchenko I.V., Chairman of the Methodological Cycle Commission
1.1 The set of assessment tools (KOS) is intended for monitoring and assessing the educational achievements of students who have mastered the program of the academic discipline
1.2KOS includes control materials for ongoing monitoring and intermediate certification in the form of a test.
1.3 CBS are developed based on:
Federal State Educational Standard 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;
work program of the academic discipline OP.06 Professional ethics and psychology of business communication.
2. List of main indicators for assessing results, elements of practical experience, knowledge and skills that are 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
element of knowledge
Name of knowledge element
U 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 among employees of state and other organizational and legal forms of institutions and organizations
2.2 Codifier of test tasks
Functional feature of an evaluation tool (type control task)
Method/form of control
Test task code
Project assignment
Educational project(coursework, research, teaching, service, social creative, advertising and presentation)
Abstract assignment
Essay
Calculation problem
Test, individual homework, laboratory work, practical exercises, written exam
Search task
Test, individual homework
Graphics task
Test, individual homework
Programming task
Test, Individual homework
Test, test task
Testing, written exam
Laboratory work, practical classes, practical exam
Role task
Business game
Research assignment
educational material
according to the UD program
Test task code
U1
Z1
Z2
Introduction
Topic 1.1. Means of communication.
Topic 1.2. Listening in Interpersonal Communication
Topic 1.3. Nonverbal means of interaction
Topic 1.4. Nonverbal means of interaction
Topic 1.5. Forms and types of oral communications
Topic 1.6. Written communication: properties and functions
Topic 2.1. 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 Understanding
Topic 3.2. Sensory channels, their diagnosis 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. Mechanisms of partnerships. Rules corporate behavior in a team
Topic 5.1. Reference group and its place in the interaction process
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. Types and types of conflicts. Source, causes of conflicts and stages of their occurrence
Topic 6.2. Methods for resolving conflicts and methods for 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. Concept of professional ethics
Topic 8.4. Professional ethics of an employee
Topic 8.5. Etiquette of professional relations of employees
Topic 8.6. Application in practice of knowledge of 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. Application of business communication techniques during negotiations
Topic 9.5. Psychological climate of the team
Topic 9.6. Industrial conflict in a team
Topic 9.7. Industrial conflict in a team
Topic 9.8. Application of techniques for resolving industrial conflicts in a team
Topic 9.9. Psychological aspects of polemics, disputes, discussions
Topic 9.10. Application of psychological aspects of polemics, disputes, discussions
Topic 9.11. Public speaking and individual conversations
Total
3. Structure of the intermediate certification test3.1 Number of test tasks
Number of hours
Number of technical specifications
(multiples of 3)
Introduction
Topic 1.1. Means of communication.
Topic 1.2. Listening in Interpersonal Communication
Topic 1.3. Nonverbal means of interaction
Topic 1.4. Nonverbal means of interaction
Topic 1.5. Forms and types of oral communications
Topic 1.6. Written communication: properties and functions
Topic 2.1. 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 Understanding
Topic 3.2. Sensory channels, their diagnosis 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. Mechanisms of partnerships. Rules of corporate behavior in a team
Topic 5.1. Reference group and its place in the interaction process
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. Types and types of conflicts. Source, causes of conflicts and stages of their occurrence
Topic 6.2. Methods for resolving conflicts and methods for managing them
Topic 7.1. Ethics, etiquette, reputation and communication culture
Topic 7.2. Ethics, etiquette, reputation and communication culture
Topic 7.3. Communication competence
Topic 7.4. Communication competence
Topic 8.1. Employee Business Ethics
Topic 8.2. Employee Business Ethics
Topic 8.3. Concept of professional ethics
Topic 8.4. Professional ethics of an employee
Topic 8.5. Etiquette of professional relations of employees
Topic 8.6. Application in practice of knowledge of 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 the relationship between government and the population
Topic 8.9. Practical application of norms and elements of management and public service ethics in working 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. Application of business communication techniques during negotiations
Topic 9.5. Psychological climate of the team
Topic 9.6. Industrial conflict in a team
Topic 9.7. Industrial conflict in a team
Topic 9.8. Application of techniques for resolving industrial conflicts in a team
Topic 9.9. Psychological aspects of polemics, disputes, discussions
Topic 9.10. Application of psychological aspects of polemics, disputes, discussions
Topic 9.11. Public speaking and individual conversations
3.2 Criteria for assessing assignments
educational material
according to the UD program
Item code
skills
Knowledge element code
Control activity level
The number of the task in the test version - tasks
Passing criterion
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. Nonverbal means of interaction
U1
2, 3
Topic 1.4. Nonverbal 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. 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 Understanding
Z1,Z2
2, 3
4,12
Topic 3.2. Sensory channels, their diagnosis 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. Mechanisms of partnerships. Rules of corporate behavior in a team
U1
2, 3
Topic 5.1. Reference group and its place in the interaction process
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. Types and types of conflicts. Source, causes of conflicts and stages of their occurrence
U1
2, 3
Topic 6.2. Methods for resolving conflicts and methods for 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. Communication competence
U1
2, 3
10,21
Topic 7.4. Communication competence
U1
Topic 8.1. Employee Business Ethics
U1
Z1,Z2
2, 3
Topic 8.2. Employee Business Ethics
Topic 8.3. Concept of professional ethics
U1
2, 3
Topic 8.4. Professional ethics of an employee
Z1,Z2
2,3
Topic 8.5. Etiquette of professional relations of employees
U1
2, 3
28,31
Topic 8.6. Application in practice of knowledge of 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 the relationship between government and the population
Topic 8.9. Practical application of norms and elements of management and public service ethics in working 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. Application of business communication techniques during negotiations
U1
2, 3
Topic 9.5. Psychological climate of the team
U1
2, 3
Topic 9.6. Industrial conflict in a team
U1
2, 3
Topic 9.7. Industrial conflict in a team
U1
2, 3
Topic 9.8. Application of techniques for resolving industrial conflicts in a team
U1
Z1,Z2
2, 3
Topic 9.9. Psychological aspects of polemics, disputes, discussions
U1
2, 3
Topic 9.10. Application of psychological aspects of polemics, disputes, discussions
U1
Topic 9.11. Public speaking and individual conversations
U1
2, 3
37,38
Under development test tasks monitoring the level of compliance of student 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 control. The correspondence between the degree of mastery of educational material during training and the levels of activity during control is presented in the table.
Degree of mastery (during training)
Levels of activity (under control)
To be familiar
Learn
Reproduce (orally, in writing)
Apply in a typical situation (without time limit)
Have a skill
Apply in a typical situation (with a time limit)
Have experience
Use in unusual situations
For each outcome assessment indicator, 1 point (compliance with the standard) or 0 points (non-compliance with the standard) is assigned.
3.3. Text of the task (differentiated credit)
Exercise
Part A
I.Choose the number of the correct answer option.
1. SOCIAL RELATIONS OF PEOPLE ARE REALIZED IN:
A. Perceptions B. Communications
B. Communication D. Transactions
2. THE WORDS “TOUCH”, “PAINFUL”, “I FEEL A PROBLEM” PREVENT IN SPEECH:
3. THE PROCEDURE FOR Clarification of the content and meaning of what has been said lies in the ability to ask questions, which are called
B. Report G. Poynter
4. A UNIT OF INTERACTION OF PARTNERS, ACCOMPANIED BY THE SETTING OF CERTAIN POSITIONS IS:
B. Transaction D. Communication
5. THIS INTERLOCER IS CONFIDENT THAT HE KNOWS EVERYTHING BETTER THAN EVERYONE, HE HAS HIS OWN OPINION ABOUT EVERYTHING, AND HE CONSTANTLY DEMANDS HIS WORDS
6. ADMINISTRATIVE IMPACT IN THE FORM OF AN INSTRUCTION ON A MANAGEMENT DOCUMENT IS:
B. Business letter G. Request
7.ABILITY TO BE CAREFULLY SILENT WITHOUT INTERFERING INTO YOUR OTHER’S SPEECH WITH YOUR COMMENTS
8.DIFFERENCES BETWEEN HIGHER AND LOWER LEVELS OF MANAGEMENT, I.E. BETWEEN LINE AND STAFF STAFF THIS IS
9. THE MANAGER WHO GIVES ORDERS AND HAS THE APPROPRIATE RIGHTS AND MEANS TO DO SO IS THIS
B. Leader D. Power resource
10.ABILITY TO ESTABLISH AND MAINTAIN 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 ACTION, UNITY AND SYMPATHY WITH YOUR INTERLOCER IS CALLED
A. Congruence B. Resource state
B. Report G. Poynter
13. THE PROCESS OF BILATERAL INFORMATION EXCHANGE LEADING TO MUTUAL UNDERSTANDING IS CALLED
A. Communication strategy B. Communication tactics
B. Transaction D. Communication
14. AN INTERLOCUTOR WHO CAN’T TAKE CRITICISM – NEITHER DIRECT OR INDIRECT
A. Know-it-all B. Positive person
B. Quarrelsome person D. Important bird
15. TYPE OF DOCUMENT INCLUDING ORDERS ON PERSONNEL ISSUES AND INTERNAL REGULATIONS OF THE INSTITUTION
A. Resolution B. Internal memo
B. Business letter D. Request
16. THE PROCESS OF DECODING THE MEANING OF MESSAGES
A. Non-reflective listening B. Reflective listening
B. Empathic listening D. Manipulation
17. THE CONFLICT BETWEEN THE LEADER AND THE TEAM IS
A. Conflict between the individual and the group B. Intergroup conflict
B. Intrapersonal conflict D. Interpersonal conflict
18. AN EMPLOYEE OBEYING AND FOLLOWING THE ORDERS OF THE MANAGER
A. Object of power B. Subject of power
B. Leader D. Power resource
19. THE PROCESS OF ONE PERSON’S PERCEPTION OF ANOTHER IS CALLED:
A. Reflection B. Empathy
B. Perception D. Stereotype
20. THE WORDS “WHAT TONE”, “LET’S DISCUSS”, “INTONATION” PREVAIL IN SPEECH
A. Auditory people V. Kinestikov
B. “Computers” D. Visual people
21. THE CONSERVED ACTION OF ALL PARTS OF THE PERSONALITY, DIRECTED TO ACHIEVE A RESULT IS CALLED
A. Congruence B. Resource state
B. Report G. Poynter
22. THE MOST NICE TYPE OF BUSINESS PARTNER IS
A. Know-it-all B. Positive person
B. Quarrelsome man D. Important bird
23.TRADE AGREEMENTS, TRANSACTIONS, REQUIREMENTS AND REQUESTS APPLY TO
A. Resolution B. Internal memo
B. Business letter D. Request
24.ALLOWS YOU TO UNDERSTAND THE EMOTIONAL STATE OF YOUR INTERLOCUTOR
A. Non-reflective listening B. Reflective listening
B. Empathic listening D. Manipulation
25. THE CONFLICT BETWEEN A MANAGER AND A SUBORDINATE IS
A. Conflict between the individual and the group B. Intergroup conflict
B. Intrapersonal conflict D. Interpersonal conflict
26.MEANS, THE USE OF WHICH PROVIDES THE INFLUENCE OF A SUBJECT OF AUTHORITY ON A SUBJECT
A. Object of power B. subject of power
B. Leader D. Power resource
Part B
II.Add
27. EXPERIENCE THE SAME FEELINGS THAT YOUR INTERLOCER IS EXPERIENCED, REFLECTING THESE FEELINGS, AND UNDERSTANDING THE EMOTIONAL STATE OF YOUR INTERLOCUTOR ALLOWS __________________________________________.
28. RIGID SOLE MAKING OF ALL DECISIONS BY THE MANAGER, STRONG CONSTANT CONTROL OVER THE IMPLEMENTATION OF DECISIONS WITH THE THREAT OF PUNISHMENT IS CHARACTERISTIC OF ___________________________ MANAGEMENT STYLE.
29. SUPPRESSING THE INTERESTS OF CONFLICTING THOSE, TRANSFERING TO ANOTHER JOB, CONFLICT RESOLUTION BASED ON THE ORDER OF THE HEAD OF THE ORGANIZATION THIS IS AN EXAMPLE OF ________________________________________ A METHOD OF CONFLICT RESOLUTION.
30. A TYPE OF SOCIAL COMMUNITY OF PEOPLE UNITED IN THE PROCESS OF JOINT ACTIVITY IS CALLED ________________________________.
31.MAKING DECISIONS BASED ON DISCUSSION OF THE PROBLEM, CONSIDERING THE OPINIONS AND INITIATIVES OF EMPLOYEES, SHOWING INTEREST AND FRIENDLY ATTENTION TO THE PERSONALITY OF EMPLOYEES, CONSIDERING THEIR INTERESTS AND NEEDS IS CHARACTERISTIC OF ___________________________ MANAGEMENT STYLE.
32. TRAINING IS AN EXAMPLE OF____________________ METHOD OF CONFLICT RESOLUTION.
33. THE MEANS, THE USE OF WHICH PROVIDES THE INFLUENCE OF A SUBJECT OF AUTHORITY ON A SUBJECT, ARE CALLED ________________________.
34. AN UNPREDICTABLE TRANSITION FROM ONE LEADERSHIP STYLE TO ANOTHER (AUTHORITARIAN, DEMOCRATIC, CONSISTENT) IS CALLED _-_______________________________________.
35. CLEAR FORMULATION OF REQUIREMENTS, COMPLIANCE WITH THE PRINCIPLE OF UNITY OF COMMAND, ESTABLISHMENT OF COMMON GOALS IS AN EXAMPLE OF______________________ METHOD OF CONFLICT RESOLUTION.
III. Establish the correct sequence.
36. AN 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.
D. Discussion and evaluation of alternatives.
E. Confrontation of participants.
G. Establishing agreement through choosing the most optimal solution.
37. A BUSINESS CONVERSATION SHOULD BE CARRIED OUT IN THE FOLLOWING SEQUENCE
A. Preparing for a business conversation.
B. Starting a conversation: making contact.
B. Statement of the problem and transmission 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. Decision making.
Z. Leaving contact.
I.Analysis of the results of the conversation.
K. Fixing the agreement.
L. Refuting the interlocutor’s arguments.
38. PREPARATION FOR A PUBLIC (ORATORICAL) SPEECH SHOULD BE CARRIED OUT IN THE FOLLOWING SEQUENCE
A.Analysis of the audience and situation.
B. Collection of material.
B. Creating a speech plan.
D. Determining the goals of speech.
D. Selection and limitation of the subject of speech.
E. Practice speaking out loud.
G. Selection of words for speech.
IV. Establish correspondence
39.MATCH
BASIC FORMS OF CLICHES
1. Start of the letter
A. Please let us know...
2.Request
B. We confirm receipt of your...
3.Confirmation
B. In accordance with...
4. Connecting elements
G. We are waiting for your confirmation...
D. Under the circumstances...
