ETHICAL-SPEECH ERRORS IN BUSINESS TELEPHONE CONVERSATION

Fedorova Natalya Nikolaevna

The quality of business communication is facilitated by the compliance of the speech of communicants with the norms of modern literary language and the demonstration of knowledge of the features of business etiquette, including by telephone. Insufficient development of ethical and speech norms in the system of business communication allowed us to address the goal of the study, namely: to reveal the main ethical and speech errors detected during a business telephone conversation. The article defines the essence of a business telephone conversation, which emphasizes its verbal component. The main ethical and speech errors in a business telephone conversation are identified, including ignoring the initiative of communication, lack of the expected emotional response to the statements of the organization's representative, impudence towards the communicant. The ways to overcome ethical and speech errors of communicants are proposed: compliance with the norms of speech etiquette, clarity of speech, rejection of professional slang, control of one's emotions, careful preparation for a business telephone conversation, providing feedback during the interaction. It is recommended to develop a code of ethical and speech behavior for employees of organizations and involve them in training in short-term advanced training programs.

Keywords:business communication, business communication style, communicants, ethical and speech standards, official language, code