Work program "Ethics and Psychology of Business Communication". Working curriculum of the discipline "Ethics of business communication. Type of educational work
The purpose academic discipline « Professional ethics and psychology 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.
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federal state-owned professional educational institution "Kungurskiy boarding school" of the Ministry of Labor and social protection Russian Federation
academic discipline
"Professional ethics and psychology of business communication"
for the specialty SPO 034702
"Documentation support of management and archival science"
2013
1.PASSPORT OF THE WORKING PROGRAM OF THE DISCIPLINE
"Professional ethics and psychology of business communication."
1.1. Scope of the work program.
The work program of the discipline is part of the exemplary basic professional educational program in accordance with the Federal State Educational Standard in the specialty 034702"Documentation support for management and archival science"
The curriculum of the discipline can be used in additional vocational education, in advanced training programs.
1.2. The place of the 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 humanitarian and socio-economic cycle.
1.3. Goals and objectives of the discipline - requirements for the results of mastering the discipline.
The aim of the 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.
Discipline objectives:
- mastering by students the categorical apparatus of communication psychology;
- familiarization of students with the development of problems of the psychology of communication in domestic and foreign science;
- mastery of students modern technologies business and personal communication;
- formation of practical skills for effective communication.
be able to:
Apply in professional activity methods of business communication.
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.
general competences,including the ability (for basic training):
OK 1. Understand the essence and social significance his future profession, show a steady 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 be responsible for them.
OK 4. Search and use the 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, consumers.
OK 7. Take responsibility for the work of team members (subordinates), the result of assignments.
OK 8. To independently determine the tasks of professional and personal development, engage in self-education, consciously plan professional development.
The specialist in control documentation must haveprofessional competencies,corresponding to the main types of professional activity (for basic training):
PC 1.2. Carry out work on the preparation and conduct of meetings, business meetings, receptions and presentations.
PC 1.3. Carry out the preparation of business trips for the head and other employees of the organization.
PC 1.4. To organize workplace secretary and manager.
PC 1.5. Execute and register organizational and administrative documents, control the timing of their execution.
PC 1.6. Process incoming and outgoing documents, organize them, draw up a nomenclature of cases and form documents into cases.
PC 1.7. Work independently with documents containing confidential information, including personnel documents.
PC 1.8. Provide telephone service, receive and transmit faxes.
- maximum study load of a student - 114 hours, including:
- compulsory classroom teaching load of the student –76 hours;
- independent work of the student –38 hours.
2. STRUCTURE AND APPROXIMATE CONTENT OF THE EDUCATIONAL DISCIPLINE.
2.1. The volume of the discipline and types of educational work.
Type of educational work | Clock volume |
Compulsory classroom study load (total) | |
including practical tasks | |
Student independent work execution of abstracts Search for information in additional literary sources Search for information in Internet resources | |
Consultations | |
final examination | offset |
2.2 Thematic plan and content of the discipline "Professional ethics and psychology of business communication."
Names of sections and topics | Volume of hours | Assimilation level |
|
Section 1. Ethics and aesthetics. | Methodological basis of sciences, essence of ethical and aesthetic education, meaning. | ||
Topic 1.1. Introduction. | General information about the subject Tasks of the subject "Ethics", its significance for mastering | ||
Independent work. | Preparation of abstracts on the topics of the section. Appendix # 1. | ||
Topic 1.2. Aesthetic culture. | General information about aesthetics as a science. The main areas of aesthetic human activity. General concepts of aesthetic culture. The role of aesthetic culture in professional activities. | ||
Topic 1.3. Aesthetic education. The essence of aesthetic education, its meaning. | The concept of aesthetic sense, ideal. Aesthetic grade. Aesthetic need. The concept of aesthetic taste, its manifestation and meaning. | ||
Independent work. | Doing homework for section 1. Compiling a glossary of terms: aesthetic culture, ideal, aesthetic taste, aesthetics of business relations, ethical culture. | ||
Section # 2. Psychological foundations of business communication. | General concepts of science. Mental properties and conditions of a person. Professionally significant qualities of those working in the service sector. | ||
Topic 2.1. Psychology communication. | General concepts of the science of psychology. Psychology tasks, importance for mastering professional skills working in the service sector. | ||
Practical work | Mental properties: temperament, character; their types and features. Determination of the temperament and character of a person by their appearance. Passing the test. | ||
Topic 2.2. Mental states of a person, their influence on the communication process | Mental states of a person: cheerfulness, fatigue, satisfaction, activity. Their influence on the communication process. | ||
Practical work. | Ability is an important condition for success in professional activity. Reveal the required professional qualities. | ||
Topic 2.4. Professionally significant qualities of those working in the service sector. | Addiction professional qualities from the psychological properties of the individual. Their relationship with mental properties of the personality. | ||
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 business communication Ethical standards of relationships. | ||
Practical work | Classification of types of communication. Direct, 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 communication model. | E. Bern's theory of transactional analysis. Three positions of a person: parent, adult, child. Building communication schemes in terms of these positions. The relationship between life scenario and communication. Construction and analysis of personal roles and life scenarios. | ||
Independent work. | Doing home tasks under section 2.3. G. M. Shelamova “Business culture and psychology of communication. | ||
Section 3 Business Etiquette. | Rules of daily and office etiquette. Etiquette and image of a business person. | ||
Practical work. | Everyday etiquette. Rules of conduct on the street. Transport behavior. Behavior in theater and museum. Draw up the rules of everyday etiquette. | ||
Practical work. | Presents. Aesthetics and ethics of the selection and decoration of gifts. Gift refusal. How gifts are given. Selection of a gift for employees and managers of the company. | ||
Topic 3.1. Smoking etiquette. | General rules etiquette for smokers. | ||
Practical work. | Table setting, rules of conduct at the table. Workshop. | ||
Topic 3.2. Etiquette and image of a business person. | The concept of service etiquette: behavioral, speech. General rules of behavioral etiquette and speech etiquette. Greeting and presentation etiquette. | ||
Practical work. | Good dressing skills. Men's clothing and accessories. Workshop. Methods for tying a tie. Good dressing skills. Women's clothing and accessories. | ||
Topic 3.3. Ethics in business relationships. | Hiring and interviewing. The interview process. Introducing a new employee to the team. | ||
Topic 3.4. Documents for admission to work. | |||
Practical work. | Business correspondence. Letterheads and business cards. Design of business cards. | ||
Independent work. | Preparation of abstracts on the topics of the section, passing tests, doing homework. | ||
Section 4. The 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. The content and essence of speechcommunication. Non-verbal communication. Gestures, gesture assignment, logic of gestures. | ||
Topic 4.2. Communication techniques. | Technique of active dialogue and listening. Workshop. | ||
Topic 4.3. Public speaking. | The main aspects of public speaking. Workshop. | ||
Topic 4.4. General requirements for business telephone conversation. | Content requirements telephone conversations; the main elements of the dialogue. Requirements for private talking on the phone in a business setting. | ||
Independent work. | Homework for section 4. Preparation of messages on topics: "Secrets of communication in search of work", "Arguments and their impact on the effectiveness of communication", "Body language" "Speech etiquette", "Culture of communication in a team" | ||
Section 5. Business negotiations. | Types, goals, conditions, stages of organization, peculiarities of negotiations. | ||
Topic 5.1. The art of negotiating. | Types of negotiations. The purpose of the negotiations. Decision taken in negotiations. Analysis of the decisions made. Participants in the negotiations. | ||
Topic 5.2. Ethical techniques for conducting business negotiations. | Moral and ethical conditions for concluding a contract. An ethical basis for business negotiations. | ||
Topic 5.3. Techniques of persuasion and argumentation. | Communication barriers and errors. Ethical position of the presiding officer. | ||
Topic 5.4. Preparation for negotiations. | Stages, organization, techniques and tactics of conducting, decision making. Negotiation technology. | ||
Topic 5.5. Features of business negotiations. | Interpreter work in business negotiations. Recording of business negotiations. The appearance of the participants. | ||
Topic 5.6. Business negotiations with foreigners. | Business etiquette with foreign partners. | ||
Topic 5.7. Receptions and their service. | Types of techniques. Organization of business receptions. | ||
Practical work. | General rules for drawing up a menu for receptions. Menu compilation, table setting. | ||
Independent work. | Preparation of messages on the topic "Business negotiations with foreigners | ||
Section 6. Conflicts in business communication. | Conflict concept. Conflict behavior strategies. Resolution of the conflict. | ||
Topic 6.1. Conflicts and its structure. | Conflict concept. Types, structure. | ||
Topic 6.2. Psychological and ethical aspects of the conflict. | Resolving the conflict in a constructive way. | ||
Topic 6.3. Behavior strategy in a conflict situation. | Strategy for turtle, shark, owl and teddy bear. | ||
Practical work. | Rules of conduct in conflicts. Workshop on constructive conflict resolution. | ||
Discipline test | Abstract protection | ||
Independent work. | Repetition of the main provisions of the section, note-taking, practical application. | ||
Total for the academic discipline: | |||
including compulsory classroom teaching load |
The following designations are used to characterize the level of communication:
1. - introductory (assimilation of previously studied objects, properties);
2. - reproductive (performing activities according to the model, instructions or under the direction);
3. - productive (planning independent performance of activities, solving problematic tasks).
3. CONDITIONS OF IMPLEMENTATION AND TRAINING DISCIPLINE.
3.1. Minimum Logistics Requirements
The implementation of the discipline program requires a study room
Classroom equipment:
Seats by the number of students;
Teacher's workplace;
A set of teaching aids by discipline
Technical means learning:
Computer with Internet access;
Video projector;
Presentations;
Video films;
Electronic manuals.
3.2. Information Support learning
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., Business communication etiquette. - M. Publishing Center "Academy", 2010 - 192 p.
Additional sources:
Binnerman L., The art of communication. - UNITY, 2008.
Klaus Bischoff, Aneta Bischoff, Secrets of Effective Business Communication. - DASHKOV and Co, 2011.
Pavlova L.G., Fundamentals of business communication. - PHOENIX, 2009.
Pankratov V.N., The culture of business communication 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 should be provided with access to the Internet. www.twirpx.com/files/financial/trading/
4. CONTROL AND EVALUATION OF THE RESULTS OF THE DISCIPLINE DEVELOPMENT.
Control and assessment 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 the implementation of individual tasks, projects, research by students.
An educational institution that implements training in an academic discipline ensures the organization and conduct of intermediate certification and monitoring of individual educational achievements - the knowledge, skills and abilities demonstrated by students.
Current control is carried out by the teacher in the process of conducting practical exercises and laboratory work, testing, as well as the implementation of students' individual tasks, projects, research.
The forms and methods of intermediate certification and current control in the academic discipline are independently developed by the educational institution and communicated to the students no later than the beginning of two months from the start of training.
For intermediate certification and monitoring educational institutions Funds for Appraisal Means (FOS) are being created.
FOS include pedagogical control and measuring materials designed to determine the compliance (or inconsistency) of individual educational achievements with the main indicators of training results (tables).
Learning outcomes (learned skills, learned knowledge) | Forms and methods of monitoring and evaluating learning outcomes |
Be able to: | |
As a result of mastering the discipline, the student should be able to: Carry out professional communication in compliance with the rules and regulations business etiquette; Use the techniques of self-regulation of behavior in the process of interpersonal communication; To transmit information orally and in writing in compliance with the requirements of the culture of speech; Make decisions and reasonably defend your point of view in the correct form; Maintain a business reputation; Create and maintain the image of a business person; Organize a workplace for business communication of subordinates; | Case method; Business and role-playing games; |
Knowledge: know / understand: | |
Business Communication Rules; Ethical standards of relationships with colleagues, partners, clients; Basic communication techniques and techniques: rules of listening, conducting a conversation, persuading, consulting, instructing, etc .; Forms of appeal, statement of requests, expressions of gratitude, ways of argumentation in production situations; Components of the appearance of a business person: suit, hairstyle, makeup, accessories and; Workspace rules for individual work and professional communication | Testing; Expert assessment of the performance of individual assignments; Expert assessment of the implementation of practical work; Case method; Business and role-playing games; Examination of the implementation of independent work; Psychological workshops |
Subject and object of science and training course"Psychology and Ethics of Business Communication"
The subject of science and training course "Psychology and Ethics of Business Communication" is, first of all, the content of business communication itself as a real phenomenon of social life. In each case, the business communication of 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 between partners, interpersonal psychological, moral and other relationships are formed, the nature of which largely reflects their mood and disposition towards each other, which gives its result. In business communication, as well as in business cooperation of people in general, the following three inextricably linked sides of it are clearly manifested: the partners' perception of each other, information exchange (communication) and interaction. Their content will be discussed in detail in the corresponding chapters of the textbook, but now we will only note the following.
The 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 of the behavior of business partners at a certain point in time, given the totality of the prevailing circumstances. It is also necessary to take into account how often they meet with each other, whether their given business meeting is the first or one of many, how well the partners know each other. You should also take into account the possibility of errors in the perception of partners of each other and the factors that give rise to these errors, 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 non-verbal communication is to explore how to better (more effectively) speak to yourself and listen to your partner. The following questions are examined:
- how best to structure your speech based on the established rules of rhetoric;
- how best to organize a dialogue, taking into account the interests and volitional aspirations of the partner;
- how best to use in this case different kind questions (the so-called open and closed questions, as well as informational, mirror, relay, etc.) that can have this or that psychological impact on a partner, encourage him to be more open in business conversation, which contributes to an effective discussion of the problems to be 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 a decrease in information loss during a conversation, enhances the psychological incentive of partners to a deeper understanding of the problems discussed. Such psychological ways listening, as reflective and non-reflective listening, and such styles as categorical, judicious, sympathetic, analytical.
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 to communicate, discuss problems and further cooperation... They activate, cheer up 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 corresponding mental and moral qualities of partners, their business qualifications and position in organizational structure interaction, the strength of their interests and volitional aspirations to achieve success.
The subject of analysis of this scientific and academic discipline 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, 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 should be borne in mind that business communication between partners as a real phenomenon does not exist by itself, not isolated 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 limits 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 conjuncture on the content of business communication. In this regard, one has to resort to using the provisions of other sciences, primarily general psychology, 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" is much broader than its subject.
"South-Russian State University economy and service "
(FSBEI HPE "YURGUES")
Kavminvodsky Institute of Service (branch)
(KMVIS FGBOU VPO "YURGUES")
"Psychology and Ethics of Business Communication"
The purpose of this tutorial is a structured description of practical lessons in the discipline, which is necessary for the successful mastering of basic psychological skills in the process of studying it. With the help of this manual, the author sets before the students the task, using various psychological methods, as well as the necessary theoretical material, to explore their individuality and develop basic psychological skills.
This course is based on students' knowledge of 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: formally - role, business, spiritual, manipulative, secular.
1.Discussion theoretical issues on this topic:
The concept of communication as a multidimensional process.
Types of communication, their characteristics.
Stages of communication, their functions.
Basic skills and qualities required for communication.
2. Practical tasks:
- Give brief description, presented in the classification of the types of communication.
I ... By the purpose of communication:
1. "Contact masks" -____________________________________________
2. Primitive communication - ________________________________________
3. Formal role communication - __________________________________
4. Business communication - ____________________________________________
5. Interpersonal (spiritual) communication - ___________________________
6. Manipulative communication - _____________________________________
7. Secular communication - ____________________________________________
II. By means of communication:
1. Verbal -__________________________________________________
2. Non-verbal - ________________________________________________
III ... Depending on the various signs:
1. Contact-distant- _______________________________________________________
2. Direct - indirect - ____________________________
3. Oral-written - ___________________________________________
-Define the functions of each of the stages of communication:
1. Getting in touch.
2. The phase of concentration of attention on something, some problem, the task of the parties and the development of the topic.
4. The phase of maintaining attention.
5. The 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 in the same way as 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 oneself in contact with people.
- Concreteness- the ability to speak about their specific experiences, opinions, actions, the willingness to answer unambiguously questions.
- Initiative- the ability to "go forward", to establish contacts, the willingness to take on some business in a situation requiring active intervention, and not just wait for others to start doing something.
- Immediacy- the ability to speak and act directly.
- Openness - willingness to open up to others their inner world and a firm conviction that openness contributes to the establishment of healthy and lasting relationships with others, sincerity.
- Acceptance of feeling- the ability to express and willingness to accept their feelings and emotional expression from others.
- Confrontation- involves not intimidating or punishing another, but to establish a genuine and sincere relationship.
- Self-knowledge- research attitude to own life and behavior, the willingness to accept from people any information about how they perceive you, but at the same time be the author of their self-esteem.
1. Each participant assesses on a scale from 0 to 6, to what extent certain qualities are inherent in him, guided by his own self-image; if it seems to a person that he is not at all inherent in given quality, 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 should rank 10 qualities according to 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 work of the group is interrupted, regardless of how much of the task is completed.
3. The group analyzes the participants' experiences after the group discussion according to the list of the Rules of Collaborative Search, which are read out. Each participant, guided by these rules, for 1-2 minutes talks about what happened between him and other people during the ranking of qualities.
Collaborative 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 talking 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 resolve.
Lesson number 2. Topic: Communicative competence and its components.
1.Discussion of theoretical issues
Considered at a meeting of the MCC
Approved by
Order of 25.04.2014 No. 98
Changes and additions were approved by order No. 327 dated 12/30/2014.
DISCIPLINE PROGRAM
OP. 06.
SPECIALTY
46.02.01
Beloyarsky 2014
The working 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 of Secondary (Complete) General Education, approved by Order of the Ministry of Education and Science of the Russian Federation No. 413 dated May 17, 2012, registered with the Ministry of Justice of the Russian Federation on June 7, 2012 Reg. No. 24480;
Requirements of the Federal State Educational Standard of Secondary Professional Education in the specialty 46.02.01 Documentation support of 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 Clarifications on the implementation of the program of secondary general education within the development of educational programs of secondary vocational education based on basic general education, taking into account the requirements of the Federal State Educational Standard and the profile of the received vocational education (Approved by the decision of the Scientific and Methodological Council of the Center for Professional Education of the Federal State Autonomous Institution "FIRO" Protocol No. 1 of April 10, 2014)
Organization-developer:
Developers:
Lukina Elena Vladimirovna, teacher of the 1st category
Internal experts:
Makarova Tatyana Nikolaevna, Deputy Director for Research and Development
Botsvinova E.A., Chairperson of the Methodological Cycle Commission
Methodical Council Minutes No. 2 dated 03/14/2014.
p.
PASSPORT OF THE DISCIPLINE PROGRAM
STRUCTURE and content of the EDUCATIONAL 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 TRAINING 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 Management documentation and archival science in the implementation of the educational program of secondary (complete) general education, in the preparation of middle-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 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:discipline is part of the professional cycle.
Distinctive features programs are:
A practice-oriented approach to the presentation and application of professional ethics issues in real life;
Creation of conditions for adaptation to social reality and future professional activity;
Focusing on the methods of effective communication in professional activities.
1.3. Goals and objectives of the discipline - requirements for the results of mastering the discipline
Discipline objectives"Professional ethics and psychology of business communication" are:
-the development of the personality in the period of early adolescence, 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;
Fostering an understanding of the future specialist of his professional duty, moral responsibility, a serious attitude to issues of professional honor;
Formation of experience in applying the acquired knowledge and skills to solve typical tasks in the field of professional relations; to correlate your 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 of state and other organizational and legal forms of institutions and organizations.
Application of norms and elements of management ethics in working with the public;
1.4. The number of hours for mastering the program of the academic discipline:
the maximum study load of the student is 138 hours, including:
compulsory classroom teaching load of the student 92 hours;
independent work of the student 46 hours.
1.5. Requirements for the organization of the 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 on a schedule, practical work are carried out according to the thematic plan of the work program, consultations are held according to a specific schedule.
The study of an academic discipline is based on basic general education.
Requirements for the qualifications of pedagogical (engineering and pedagogical) personnel are sufficient for the 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 training.
The proposed pedagogical technology allows you to develop the competence of OK 1-9.
When mastering the program of the academic discipline, following methods learning
explanatory and illustrative method;
reproductive method;
problem statement 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-methodical complex of the discipline includes:
Name
Quantity
Media type
FSES SPO in specialty 46.02.01 Documentation support of 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
1
electronic, paper
discipline work program
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 the 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, which provides monitoring and intermediate certification in the form differential credit for the second semester.
The evaluation of the results of mastering the program is carried out using test evaluation technologies.
It is possible 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;
Control types: input, current, intermediate, generalizing;
Control forms: practical assignments, problem assignments, individual and group projects,testing.
The complex of forms and methods of control and assessment provides for the assessment of learning outcomes during 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.
The forms and methods of current control in the academic discipline are brought to the attention of students within the first two months from the beginning of training. A set of appraisal tools (CBS) was created for the current monitoring of the program.
CBS 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.
Monitoring and evaluation of results contains control points that provide ongoing monitoring.
2. STRUCTURE AND CONTENT OF THE EDUCATIONAL DISCIPLINE
2.1. The volume of the discipline and types of educational work
Type of educational work
Clock volume
Compulsory classroom study load (total)
including:
laboratory works
workshops
test papers
term paper (project) ( if provided)
Student's independent work (total)
including:
independent work on coursework(project) (if provided)
extracurricular independent work
Intermediate certification takes place in the form of a differentiated offset
2.2. Thematic plan and content of the academic discipline Professional ethics and psychology of business communication
Names of sections and topics
Clock volume
Development level
Introduction
Communication as a process of human interaction with other members of society. Types and levels of communication, formal and informal communication.
Communication models and styles. Communication styles Communicative communication style.
WITH the relationship of the concepts "ethics", "morality", "morality", their origin and historical development. Professional ethics concept. The origin and essence of professional ethics. Types of professional ethics, their features.
Functions and elements of professional ethics, and the main types of etiquette.
The connection of management ethics with other disciplines and further professional activities.
2
Section 1. Objectives, functions, types and levels of communication
12
Topic 1.1. Communication means.
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 listening: directed, critical listening; empathic listening; non-reflective listening; active reflective listening.
Hearing interference. Effective listening techniques.
2
3
The concept of non-verbal communication ..
2
2
Sciences studying non-verbal means of communication: kinesics, takesics, proxemics, paralinguistics and extralinguistics
2
2,3
Basic communication forms: monological, dialogical, polylogical.
Practical lesson: 1) Business conversation: starting a conversation, transferring information, arguing; refutation of the interlocutor's arguments, decision-making.
Public speeches. Requirements for successful public speaking.
2
3
Characteristics effective written communication: tact, personality, positivity, energy and activity, integrity, coherence, clarity, brevity, legibility , Practical lesson: 1) Practicing effective written communication skills
2
2,3
Section 2. Communicative function of communication
6
Communication concept. Stages of the communication process. Diagram of the communication process. Communication channels. Feedback... Communication efficiency.
Common communication barriers: competence, selective listening, value judgments, source reliability, filtering, intragroup language, status differentiation, 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 in presentations. The principles of successful argumentation.
Practical lesson: business game - " Successful presentation ideas ": practicing the ability to state your position to attract listeners to your side.
2
3
Section 3. Mechanisms of mutual understanding in communication
6
Perception concept. The role of perceptual function in communication. Interpersonal perception is the process of perception, cognition and understanding by people of each other.
The concept of a social stereotype. Basic errors of perception.
The manifestation of perceptual skills and abilities. Identification. Empathy. Reflection. Attraction.
Subjectively experienced and "objective" communication difficulties. Primary and secondary communication difficulties.
Defective communication concept. The concept of destructive communication.
2
2
Representative system concept. Categories of the representational system: visual, auditory, kinesthetic, olfactory, gustatory. Leading representational 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 representational 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
Interactive function concept. Communication levels: conventional, manipulative, standardized (mask contact), play, 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 communication strategies and tactics.
2
2
Communication style concept. Practical lesson: 1) Exercise "The Tower of Babel": practicing the ability to act together. Test work "Three I's", "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. Study of the psychological climate of the group
2
2
Social role concept. 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) The main types of roles: roles that ensure the solution of 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 the conflict. Types of social conflicts: intrapersonal, interpersonal, between an individual and a group, intergroup. 1) Determination of the types of conflicts.
2
Stages of the conflict. Algorithm for analyzing a conflict situation. Practical lesson: 1) exercise "Conflict analysis"; 2) test for assessing the level of personality conflict, test "Self-assessment of conflict", test for assessing aggressiveness in relationships.
2
2,3
Section 7. Ethical principles of communication
4
Correlation of concepts 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 and abilities
2
2
Section 8. Professional ethics of the employee
24
Ethics, spirituality, culture are integral components of an employee's professionalism.
Ethics as a norm of a specialist's behavior public service and a plenipotentiary representative of the state. The employee's responsibility for his actions and behavior in the workplace is the key to the successful work of the entire team.
The concepts of spirituality, spiritual culture, aesthetic taste.
The appearance and behavior of the employee.
2
Practical lesson: business game - "Business ethics of the employee"
2
3
The concept of "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, optimism. Ideas of patriotism in the professional activity of a civil servant.
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.
Leadership style concept. Optimal Leadership Criteria.
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 the leading, middle, lower level of employees of the state apparatus. Types of team relationships
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 working with the population. Ethical and psychological norms for the reception of the population: work with letters, field meetings, public speeches, etc. Practical lesson: 1) Elements of administrative speech etiquette.
(1+1)
2,3
Topic 8.10. Practical application of the norms and elements of ethics of management and public service in working 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 persons. A set of generally accepted rules, conventions and traditions observed in international communication.
2,3
Topic 8.12. Diplomatic protocol and international etiquette
Formation of the Russian protocol. National customs and peculiarities 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. Grounds for the need for communication. Communicative motives. The responsibility of the manager for the motivation of subordinates.
2
Topic 9.3. Business conversation
Communication concept. Types of communication needs. The concept of business communication, its features and main task.
Contact concept. Features of the organization of space.
The difference between communication and communication.
Types of communication depending on goals: material, conditioned, motivational, cognitive, activity. Types of communication depending on the means: direct, mediated, direct, indirect, verbal, non-verbal.
Types of business communication: business conversation, business meeting, business negotiations. Forms of business communication: disputes, discussions, polemics.
Business communication methods. Negotiation technique. Technique of business communication manipulation.
2
Practical lesson: business situation - "Negotiating"
2
3
Collective as a species social organization... Team functions. Socio-psychological aspects of team formation. The concept of the psychological climate of the team. The concept of social adaptation in a team.
2
Conflict as a lack of agreement between two or more parties ( by individuals or a group of people). The impossibility of meeting the requirements of the parties in the absence of agreement between them.
Components of the conflict: conflict situation, incident.
2,3
Methods for overcoming the conflict.
2,3
Practical lesson: personality research to identify reactions to a conflict situation
2
3
The concepts of controversy, dispute, discussion. Historically famous schools of polemics, discussions. The reasons for the dispute and its types. Recommendations on how to react to different behavior of the opponent. List of incorrect actions of the interlocutor with indication of counter-actions. Influence of national customs and cultural traditions on the behavior of polemicists.
2
Practical lesson: business situation - "Conducting a discussion on a given topic"
2
3
The history of the emergence and development of rhetoric. Basic rhetorical means.
Determination of the elements of the system of building an oral presentation. Use of arguments, facts, examples for the disclosure of each question in preparation for the speech.
2,3
Topic 9.11. Public speaking and one-to-one conversations
Features of an individual conversation. Basic psychological principles followed during the conversation. Miscalculations to be avoided during a conversation. P sychological types of interlocutors. Methods for neutralizing interlocutors.
2,3
Total:
44+48=92
To characterize the level of mastering the educational material, the following designations are used:
1. - introductory (recognition of previously studied objects, properties);
2. - reproductive (performing activities according to the model, instructions or under the direction)
3. - productive (planning and independent performance of activities, solving problematic tasks)
3.conditions for the implementation of the EDUCATIONAL discipline
3.1. Minimum Logistics Requirements
The implementation of an academic discipline requires a study room.
Classroom equipment:
Seats by the number of students;
Teacher's workplace;
A set of teaching aids "Professional ethics and psychology of business communication";
Technical training aids:
Computer with licensed software and multimedia equipment, TV, VCR, video player, tape recorder, system unit, monitor, keyboard, mouse, speakers
3.2. Information support of training
Main sources:
1. State 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 business person. Handbook-workshop. - M., 2010.
5. Leonov N.I. Psychology of business communication. Textbook. - Izhevsk, 2012.
6. Leonov N.I. Fundamentals of conflict management. Textbook. - Izhevsk, 2012.
7.Sutyrin F.D. Etiquette and diplomatic protocol for everyone. - SPb, 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: Textbook for secondary vocational education. - M., "Academy", 2013.
4. Monitoring and evaluation of the results of mastering the EDUCATIONAL discipline
Control and appraisal the results of mastering the discipline is carried out by the teacher in the process of conducting practical exercises and laboratory work, testing, as well as the implementation of individual tasks, projects, research by students.
Section (topic) of the academic discipline
results
(learned skills, learned knowledge)
Forms and methods of control
№ __«_______________»
Be able to identify _____
Execution of pr. R. "___________"
№1. Section 1. Professional ethics of the employee
Topic 1.2. Practical lesson: business game - "Business ethics"
Knows how to apply knowledge of business ethics in practice
№2. Section 1. Professional ethics of the employee
Topic 1.4. Practical lesson: business game - "Professional ethics"
Knows how to apply knowledge of professional ethics.
Performing assigned roles in a specific situation
№3. Section 1. Professional ethics of the employee
Topic 1.6. Application in practice of knowledge of etiquette of professional relations
Knows how to apply in 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 the employee
Topic 1.8. Specific requirements for mid-level specialists
Is able to determine the specific requirements for mid-level specialists
Formulate the principles of behavior of a mid-level specialist
№5. Section 6. Professional ethics of the employee
Topic 1.10. Practical application of norms and elements of ethics in working with colleagues
Knows how to apply the norms and elements of ethics when working with colleagues
Creation of a model of behavior of a mid-level specialist in working with colleagues in a given situation
№6. Section 1. Professional ethics of the employee
Topic 1.12. Practical application of knowledge of diplomatic protocol and international etiquette
Knows how to apply in practice knowledge of diplomatic protocol and international etiquette
Creation of a model of behavior of a mid-level specialist according to diplomatic protocol in a given situation
№7. Section 2. Psychology of business communication
Topic 2.4. The use of business communication techniques during negotiations
Knows how 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. The use of techniques for resolving industrial conflicts in the team
Knows how to apply conflict resolution techniques
Creating a model of behavior when resolving a conflict in a given situation
№9. Section 2. Psychology of business communication
Topic 2.9. Application of psychological aspects of conducting polemics, disputes, discussions
Knows how to apply the psychological aspects of polemics, disputes, discussions
Creation of a model of behavior when conducting polemics, disputes, discussions on a given topic
№10. Section 2. Psychology of business communication
Topic 10.2. Applying public speaking and one-to-one conversation skills
Knows how to apply public speaking and one-to-one conversation skills
Creation of a model of behavior during public speaking and during 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 a steady 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 be responsible for them.
OK 4. Search and use the 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, consumers.
OK 7. Take responsibility for the work of team members (subordinates), the result of assignments.
OK 8. To 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 the preparation and conduct of meetings, business meetings, receptions and presentations.
PC 1.3. Carry out the preparation of business trips for the head and other employees of the organization.
PC 1.4. Organize the workplace of the secretary and manager.
PC 1.5. Execute and register organizational and administrative documents, control the timing of their execution.
PC 1.6. Process incoming and outgoing documents, organize them, draw up a nomenclature 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 of 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 the mid-level specialist;
Application of norms and elements of ethics in work with colleagues;
The use of business communication techniques during negotiations;
Applying constructive conflict resolution techniques;
The use of techniques of psychological aspects of conducting polemics, disputes, discussions;
Applying public speaking and one-on-one skills.
The main indicators for assessing 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 assessment provides for the assessment of learning outcomes when performing work in practical classes, 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 the implementation of individual tasks, projects, research by students.
Forms and methods Tcurrent control on an academic discipline are communicated to students within the first two months from the beginning of training.
For the current control of the program, a set of assessment tools (CBS) was 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 a universal scale (table).
Percentage of success (correct answers)
Qualitative assessment of individual educational achievements
score (grade)
verbal counterpart
satisfactorily
not satisfactory
Final certification by discipline is carried out in the form of a differential credit, which is based on the traditional assessment technology and uses a five-point scale evaluation.
The evaluation of the results of mastering the program is carried out using traditional technology assessment based on a five-point scale evaluation.
State-financed organization vocational education
Khanty-Mansiysk autonomous region- Ugra
"Beloyarsk Polytechnic College"
Considered at a meeting of the MCC
Approved by
Order of 25.04.2014 No. 98
Head of the MCC _______ / I.V. Shevchenko
Changes and additions were approved by order of December 30, 2015 No. 327
SET
Evaluation tools of the academic discipline
OP.06 PROFESSIONAL ETHICS AND PSYCHOLOGY OF BUSINESS COMMUNICATION
SPECIALTY
46.02.01 MANAGEMENT DOCUMENTATION AND ARCHIVING
Beloyarsky 2014
Organization-developer: 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 evaluation tools (CBS) is designed to monitor and evaluate the educational achievements of students who have mastered the program of the academic discipline
1.2 KOS includes control materials for current control and intermediate certification in the form of offset.
1.3 KOS are developed on the basis of:
FGOS SPO 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;
work program of the discipline OP.06 Professional ethics and psychology of business communication.
2. A list of the 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
The code
skill element
Skill element name
The code
element of knowledge
Knowledge element name
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 of employees of state and other organizational and legal forms of institutions and organizations
2.2 Codifier of control tasks
Functional characteristic of a valuation instrument (type control task)
Method / form of control
Control task code
Design assignment
Study project(coursework, research, training, service, social creative, advertising and presentation)
Abstract assignment
abstract
Design problem
Test work, individual homework, laboratory work, practical exercises, written exam
Search task
Analytical task
Test work, individual homework
Graphic task
Test work, individual homework
Programming challenge
Test work, Individual homework
Test, test task
Testing, written exam
Practical task
Laboratory work, practical exercises, practical exam
Role task
Business game
Research assignment
teaching material
under the UD program
Control task code
Y1
З1
Z2
Introduction
Topic 1.1. Communication means.
Topic 1.2. Interpersonal listening
Topic 1.3. Non-verbal means of interaction
Topic 1.4. Non-verbal means of interaction
Topic 1.5. Forms and types of oral communication
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, argumentation 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. 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-playing behavior of a person in communication
Topic 5.3. Types of social interaction. The 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 course
Topic 6.2. Conflict Resolution and Management Techniques
Topic 7.1. Ethics, etiquette, reputation and communication culture
Topic 8.1. Employee Business Ethics
Topic 8.2. Employee Business Ethics
Topic 8.3. Professional ethics concept
Topic 8.4. Employee professional ethics
Topic 8.5. Employee professional relations etiquette
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. Employee activities and behavior
Topic 9.3. Business conversation
Topic 9.4. The use of business communication techniques during 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. The use of techniques for resolving industrial conflicts in the team
Topic 9.9. Psychological aspects of conducting polemics, disputes, discussions
Topic 9.10. Application of psychological aspects of conducting polemics, disputes, discussions
Topic 9.11. Public speaking and one-to-one conversations
Total
3. The structure of the control task of intermediate certification3.1 Number of test items
Number of hours
Number of TK
(multiple of 3)
Introduction
Topic 1.1. Communication means.
Topic 1.2. Interpersonal listening
Topic 1.3. Non-verbal means of interaction
Topic 1.4. Non-verbal means of interaction
Topic 1.5. Forms and types of oral communication
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, argumentation 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. 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-playing behavior of a person in communication
Topic 5.3. Types of social interaction. The 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 course
Topic 6.2. Conflict Resolution and Management Techniques
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. Professional ethics concept
Topic 8.4. Employee professional ethics
Topic 8.5. Employee professional relations etiquette
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 relations between the authorities and the population
Topic 8.9. Practical application of the norms and elements of ethics of management and public service 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. Employee activities and behavior
Topic 9.3. Business conversation
Topic 9.4. The use of business communication techniques during 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. The use of techniques for resolving industrial conflicts in the team
Topic 9.9. Psychological aspects of conducting polemics, disputes, discussions
Topic 9.10. Application of psychological aspects of conducting polemics, disputes, discussions
Topic 9.11. Public speaking and one-to-one conversations
3.2 Assessment criteria for assignments
teaching material
under the UD program
Item ID
skills
Knowledge element code
Control activity level
Task number in the test variant - tasks
Offset criterion
Introduction
31
2, 3
Topic 1.1. Communication means.
Y1
2, 3
1,19
Topic 1.2. Interpersonal listening
Y1
2, 3
2,7,11
Topic 1.3. Non-verbal means of interaction
Y1
2, 3
Topic 1.4. Non-verbal means of interaction
Z1, Z2
Topic 1.5. Forms and types of oral communication
Y1
2, 3
Topic 1.6. Written communication: properties and functions
Y1
2, 3
23,15
Topic 2.1. The nature and purpose of communications. Communication barriers
Y1
2, 3
Topic 2.2. Feedback in speaking and listening
Z1, Z2
2, 3
Topic 2.3. Public presentations, argumentation and objections
Y1
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
Y1
Z1, Z2
Topic 3.3. Image and self-presentation
Y1
2, 3
Topic 4.1. The structure of interpersonal interaction. Interaction strategies and tactics
Y1
Topic 4.2. Partnership mechanisms. Rules of corporate conduct in a team
Y1
2, 3
Topic 5.1. Reference group and its place in the process of interaction
Y1
2, 3
Topic 5.2. Social role as an ideal model of behavior. Role-playing behavior of a person in communication
Y1
2, 3
9,18
Topic 5.3. Types of social interaction. The mutual influence of people in the process of communication
Y1
2, 3
Topic 6.1. Types and types of conflicts. Source, causes of conflicts and stages of their course
Y1
2, 3
Topic 6.2. Conflict Resolution and Management Techniques
Y1
2, 3
Topic 7.1. Ethics, etiquette, reputation and communication culture
Y1
2, 3
Topic 7.2. Ethics, etiquette, reputation and communication culture
Y1
Topic 7.3. Communicative competence
Y1
2, 3
10,21
Topic 7.4. Communicative competence
Y1
Topic 8.1. Employee Business Ethics
Y1
Z1, Z2
2, 3
Topic 8.2. Employee Business Ethics
Topic 8.3. Professional ethics concept
Y1
2, 3
Topic 8.4. Employee professional ethics
Z1, Z2
2,3
Topic 8.5. Employee professional relations etiquette
Y1
2, 3
28,31
Topic 8.6. Application in practice of knowledge of etiquette of professional relations of employees
Y1
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 ethics of management and public service in working with the population
Topic 8.10. Diplomatic protocol and international etiquette
Y1
Z1, Z2
Topic 9.1. General provisions on mental phenomena and mental properties
Y1
Z1, Z2
2, 3
Topic 9.2. Employee activities and behavior
Topic 9.3. Business conversation
Y1
Z1, Z2
2, 3
Topic 9.4. The use of business communication techniques during negotiations
Y1
2, 3
Topic 9.5. The psychological climate of the team
Y1
2, 3
Topic 9.6. Industrial conflict in the team
Y1
2, 3
Topic 9.7. Industrial conflict in the team
Y1
2, 3
Topic 9.8. The use of techniques for resolving industrial conflicts in the team
Y1
Z1, Z2
2, 3
Topic 9.9. Psychological aspects of conducting polemics, disputes, discussions
Y1
2, 3
Topic 9.10. Application of psychological aspects of conducting polemics, disputes, discussions
Y1
Topic 9.11. Public speaking and one-to-one conversations
Y1
2, 3
37,38
Test tasks are developed that 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 of external activities, which must be demonstrated by the student during the control. The 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 (in training)
Activity levels (under control)
To be familiar
Learn
Reproduce (orally, in writing)
Apply in a typical situation (no time limit)
Have the skill
Apply in a typical situation (with a time limit)
Have experience
Apply in an atypical situation
For each indicator of the assessment of the result, 1 point (compliance with the standard) or 0 points (non-compliance with the standard) is assigned.
3.3. Task text (differential credit)
Exercise
Part A
I. Select the number of the correct answer.
1. SOCIAL RELATIONSHIPS OF PEOPLE ARE IMPLEMENTED IN:
A. Perception B. Communication
B. Communication D. Transactions
2. THE WORDS "TOUCH", "PAINFUL", "FEEL THE PROBLEM" PREVAILED IN SPEECH:
3. THE PROCEDURE FOR CLARIFICATION OF THE CONTENT AND MEANING OF THE SAID CONSISTS IN THE ABILITY TO ASK QUESTIONS THAT ARE CALLED
B. Report G. Poynter
4. UNIT OF INTERACTION OF PARTNERS, ACCORDING TO THE SETTING OF CERTAIN POSITIONS IS:
B. Transaction D. Communication
5. SUCH INTERVIEWER IS SURE THAT EVERYONE KNOWS EVERYTHING BETTER OF ALL, HIS OPINION ABOUT EVERYTHING, AND HE CONSTANTLY DEMANDS THE WORDS
6. ADMINISTRATIVE IMPACT IN THE FORM OF INSCRIPTION ON THE MANAGEMENT DOCUMENT IS:
B. Business letter D. Request
7. THE ABILITY TO BE CAREFULLY SILENT, WITHOUT INTERFERING WITH THE SPEECH OF THE INTERVIEWER BY OWN REMARKS
8.DIFFERENCE BETWEEN HIGHER AND LOWER LEVELS OF GOVERNANCE, i.e. BETWEEN LINEAR AND STAFF PERSONNEL IT IS
9. THE MANAGER GIVING THE ORDERS AND HAVING THE APPROPRIATE RIGHTS AND FUNDS TO THIS
B. Leader D. Power resource
10. ABILITY TO ESTABLISH 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. People-auditors V. Kinestikov
B. "Computers" D. People-visuals
12. THE STATE OF HARMONY, CONSISTENCY OF ACTIONS, UNITY AND SYMPATHY WITH THE INTERIOR IS CALLED
A. Congruence B. Resource state
B. Report G. Poynter
13. THE PROCESS OF BILATERAL EXCHANGE OF INFORMATION LEADING TO MUTUAL UNDERSTANDING CALLED
A. Communication strategy B. Communication tactics
B. Transaction D. Communication
14 THE INTERVIEWER WHO DOESN'T BE CRITICAL, DIRECT OR INDIRECT
A. Know-it-all B. Positive person
B. Foolish person D. Important bird
15.TYPE OF DOCUMENT INCLUDING AN ORDER ON PERSONNEL ISSUES, INTERNAL ORDER OF THE ESTABLISHMENT
A. Resolution B. Memo
B. Business letter D. Request
16. PROCESS OF INTERPRETING THE MEANING OF MESSAGES
A. Non-reflective listening B. Reflexive listening
B. Empathic listening D. Manipulation
17. CONFLICT BETWEEN THE LEADER AND THE COLLECTIVE THIS
A. Person-group conflict B. Inter-group conflict
B. Intrapersonal conflict D. Interpersonal conflict
18. EMPLOYEE SUBMITTING AND FULFILLING THE ORDERS OF THE SUPERVISOR
A. Object of power B. Subject of power
B. Leader D. Power resource
19. THE PROCESS OF PERCEPTION BY ANOTHER PERSON IS CALLED:
A. Reflection B. Empathy
B. Perception D. Stereotype
20. WORDS "WHAT TONE", "LET'S DISCUSS", "INTONATION" PREVAILED IN SPEECH
A. People-auditors V. Kinestikov
B. "Computers" D. People-visuals
21. THE CONSISTENT ACTION OF ALL PARTS OF THE PERSONALITY AIMED TO ACHIEVE THE RESULT IS CALLED
A. Congruence B. Resource state
B. Report G. Poynter
22. THE MOST PLEASANT TYPE OF BUSINESS PARTNER IS
A. Know-it-all B. Positive person
B. Foolish person D. Important bird
23. TRADING AGREEMENTS, TRANSACTIONS, REQUIREMENTS AND INQUIRIES RELATED TO
A. Resolution B. Memo
B. Business letter D. Request
24. LETS UNDERSTAND THE EMOTIONAL STATE OF THE INTERIOR
A. Non-reflective listening B. Reflexive listening
B. Empathic listening D. Manipulation
25. CONFLICT BETWEEN THE LEADER AND THE SUBSIDIARY
A. Person-group conflict B. Inter-group conflict
B. Intrapersonal conflict D. Interpersonal conflict
26. MEANS, THE USE OF WHICH PROVIDES THE INFLUENCE OF THE SUBJECT OF POWER ON THE SLAVE
A. The object of power B. the subject of power
B. Leader D. Power resource
Part B
II. Complete
27. EXPERIENCE THE SAME FEELINGS THAT THE INTERVIEWER EXPERIENCES, REFLECT THESE FEELINGS, UNDERSTAND THE EMOTIONAL STATE OF THE INTERVIEWER __________________________________________.
28. RIGID SINGLE MANAGER MAKING ALL DECISIONS, RIGID CONTINUOUS CONTROL OF THE IMPLEMENTATION OF DECISIONS WITH THE THREAT OF PUNISHMENT IS CHARACTERISTIC FOR ____________________________ MANAGEMENT STYLE.
29. SUPPRESSING THE INTERESTS OF CONFLICTING, TRANSFER TO ANOTHER JOB, RESOLUTION OF THE CONFLICT BASED ON ORDER OF THE HEAD OF THE ORGANIZATION THIS IS AN EXAMPLE _____________________________________ OF A WAY OF RESOLVING THE CONFLICT.
30. THE TYPE OF SOCIAL COMMUNITY OF PEOPLE UNITED IN THE PROCESS OF JOINT ACTIVITIES IS CALLED _______________________________.
31. DECISION-MAKING BASED ON DISCUSSION OF THE PROBLEM, CONSIDERATION OF OPINIONS AND INITIATIVES OF EMPLOYEES, EXPRESSION OF INTEREST AND GOOD ATTENTION TO THE PERSONALITY OF EMPLOYEES, TAKING INTO ACCOUNT THEIR INTERESTS, NEEDED _______________ NECESSARY.
32. TRAINING IS AN EXAMPLE of _____________________ HOW TO RESOLVE CONFLICT.
33. MEANS, THE USE OF WHICH PROVIDES THE INFLUENCE OF THE SUBJECT OF AUTHORITY ON THE SLAVE ARE CALLED ________________________.
34. UNPREDICTABLE TRANSITION FROM ONE STYLE OF MANUAL TO ANOTHER (THAT AUTHORIZED, THAT DEMOCRATIC, THAT NEGLIGENTLY) IS CALLED _-_______________________________________.
35.CLEAR STATEMENT OF REQUIREMENTS, OBSERVANCE OF THE PRINCIPLE OF ONE STARTING, ESTABLISHING GENERAL OBJECTIVES THIS IS AN EXAMPLE ______________________ OF A WAY TO RESOLVE A CONFLICT.
III. Establish the correct sequence.
36. EFFECTIVE DISCUSSION IS PRODUCED BY 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 assessment of alternatives.
E. Confrontation of the participants.
G. Establishing agreement through the choice of the most optimal solution.
37. BUSINESS INTERVIEWS MUST BE CARRIED OUT IN THE FOLLOWING SEQUENCE
A. Preparing for a business conversation.
B. Beginning of conversation: making contact.
B. Statement of the problem and transmission of information.
D. Setting the place and time of the meeting.
D. Argumenting.
E. Analysis of alternatives, search for an optimal or compromise option, or confrontation.
G. Making a decision.
H. Leave contact.
I. Analysis of the results of the conversation.
K. Fixing the agreement.
L. Refuting the arguments of the interlocutor.
38. PREPARATION FOR PUBLIC (SPEECH) SPEECH SHOULD BE CARRIED OUT IN THE FOLLOWING SEQUENCE
A. Analysis of the audience and the situation.
B. Collecting material.
B. Creation of a speech plan.
D. Defining the goals of speech.
E. Selection and limitation of the subject of speech.
E. Practice of speaking aloud.
G. Selection of words for speech.
IV. Establish the correspondence
39.INSTALL CONFORMITY
BASIC FORMS OF CLICHET
1.Starting a letter
A. Please inform us ...
2.Please
B. We acknowledge receipt of your ...
3.Confirmation
B. In accordance with ...
4.Connecting elements
D. We are waiting for your confirmation ...
E. Under the circumstances ...
DEPARTMENT OF EDUCATION OF THE CITY OF MOSCOW
STATE BUDGET EDUCATIONAL INSTITUTION
SECONDARY VOCATIONAL EDUCATION OF THE CITY OF MOSCOW
TECHNICAL 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
in the specialty "Commerce"
Protocol No. 1
dated __ August 2014
Developed on the basis of the Federal State Educational Standard for the specialty of secondary vocational education 100701 "Commerce (by industry)"
Cyclic chairman
commission
_____________ Yu.P. Gurina
Deputy Director for Scientific and Methodological Work
___________ S.L. Denisova
Compiled by Yu.P. Gurina - teacher of GBOU SPO TSiT №29
CONTENT
PASSPORT OF THE WORKING PROGRAM OF THE DISCIPLINE
STRUCTURE and content of the EDUCATIONAL 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 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 discipline can be used in additional vocational 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 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 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 be responsible for them.
OK 4. Search and use the 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, consumers.
OK 7. To independently determine the tasks of professional and personal development, engage in self-education, consciously plan professional development.
OK 12. Comply with applicable laws and regulations 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 methods, means and techniques of management, business and managerial communication in commercial activities.
PC 3.8. Work with documents on confirmation of conformity, 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, predict and analyze business communication: apply techniques and techniques 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 peculiarities of communication partners and adherence to 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 communication act and the conditions for establishing contact; rules and regulations professional behavior and etiquette; mechanisms of mutual understanding in communication; techniques and methods of communication, rules of listening, conducting a conversation, persuasion; ethical principles communication; the influence of the individual characteristics of partners on the communication process; sources, causes, types and methods of conflict resolution; patterns of team formation and development
maximum study load of the student 76 hour, including:
compulsory classroom teaching load of the student 51 hours;
including:
practical lessons 22 hours;
independent work of the student 25 hours.
2. STRUCTURE AND CONTENT OF THE EDUCATIONAL DISCIPLINE
2.1. The volume of the discipline and types of educational work
Type of educational work
Volume
hours
Compulsory classroom study load (total),
including:
workshops
Student's independent work (total),
including:
Work on teaching material
Preparation of reports, messages
Collection of information
Solving situational tasks
Drawing up a dialogue
Final certification in the form of a test
2.2. Thematic plan and content of the academic discipline
Names of sections and topics
Content of educational material, laboratory and practical work,
Clock volume
Development 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. The various fields 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.
Student's independent work
Write a basic outline and prepare for a survey on the topic: “The subject, tasks and methods of ethics and psychology of business communication. The history of the development of science ".
Topic 1.2.
Psychological aspects of morality
Content of training material
The concept of morality, morality. The structure of morality. The views of various philosophers about morality. The value of morality in modern society... The history of the emergence and development of etiquette. Norms of modern etiquette.
Student's independent work
Write a basic outline 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 training material
Communication and communication, communication as an activity and as an interaction, the role of perception in the communication process, understanding in the communication process, types of communication, verbal and non-verbal communication.
Student's independent work
Write a basic outline and prepare for the survey on the topic "Communication as an activity."
Section 3. Business etiquette and culture
22
Topic 3.1.
Business person image
Content of training material
Ethical and aesthetic culture, rules for the formation of a businessman's image. The culture of a merchant's clothing, business cards in business life, table behavior, the interior of the workspace, souvenirs and gifts in the business sphere.
Practical lesson number 1
Create an image of a merchant in teams. Discuss the images received.
Student's independent work
Write a basic outline and prepare for a survey on the topic: "Image of a merchant."
Come to the next lesson in the form of a merchant (clothes, accessories). Be ready to protect the created image.
Topic 3.2.
Oral business communication, language and written communication rules
Content of training material
The culture oral speech, non-verbal communication signs, non-verbal etiquette, the concept of a leading modality. Business Negotiation Rules. Business rules telephone conversation... Business Correspondence Rules.
Practical lesson number 2
Communicate with each other in pairs using the rules of business etiquette.
Student's independent work
Write a basic outline 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 training 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.
Student's independent work
Write a basic outline 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 training material
The essence and significance of the communicative potential of an individual, the value of self-esteem for its development, the basis of transactional analysis, methods of overcoming difficulties in communication.
Practical lesson number 3
Find out the meaning of the rules of conduct in public places.
Student's independent work
Write a basic outline and prepare for a survey on the topic: "The communicative potential of a businessman's personality."
Write and tell a report.
Topic 4.3.
Conflicts in business communication
Content of training material
Conflict and its structure, strategy and rules of behavior in conflict situations, emotional response in conflict situations.
Practical lessons No. 4
Training of an adequate response to conflict situations.
Student's independent work
Write a reference note and prepare for a survey on the topic: "Conflicts in business communication."
Section 5. Psychological methods of influencing a partner
24
Topic 5.1.
Psychological methods of influencing a partner
Content of training material
Techniques for influencing a partner, basic methods of argumentation, basic techniques, basic provisions of argumentation tactics in comments. Ways of persuasion, methods of argumentation, the technique of exaggeration, the technique of telling an anecdote, the occasion to the place, the technique of changing the direction of the conversation.
Practical lesson number 5
Training of techniques of argumentation, methods of persuasion.
Student's independent work
Write a pivotal outline and prepare for the survey
