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“The surest way to know a person - his mental development, his moral character, his character - is to listen to how he speaks.”

Dmitry Sergeevich Likhachev is an outstanding Soviet and Russian philologist.

What is etiquette

What is etiquette - We should know from childhood. These are the norms of behavior: How to go to a birthday party? How to meet? As it is? How to call? How to get up? How to sit down? How to greet an adult? There are many different questions. And it gives the answer This is the same etiquette.

(A. Usachev)

Speech etiquette is a system of requirements (rules, norms) that explain to us how to establish, maintain and break contact with another person in a certain situation.

In everyday life, we constantly communicate with people. Any communication process consists of certain stages:

the beginning of the conversation, the main part, the final part

(greeting conversation; part of a conversation.

/ acquaintance);

Starting a conversation and ending it

Any conversation, as a rule, begins with a greeting. The order of greeting also matters: the youngest greets the elder first, the man greets the woman, the young girl greets the adult man, the junior greets the elder.

Main part of the conversation

Following the greeting, a conversation begins. Speech etiquette provides for three main types of situations in which various speech communication formulas are used : solemn, mournful and work situations. The first phrases spoken after the greeting are called the beginning of the conversation. There are often situations when the main part of the conversation consists only of the beginning and the ending of the conversation that follows.

Each stage of communication accompanied by

certain stamps

traditional words and

stable expressions –

speech etiquette formulas .

These formulas exist

in the language in finished form and

provided

for all occasions.

To the formulas of speech etiquette words of politeness include (sorry, thank you, please) , greetings and farewells (hello, greetings, goodbye) , appeals (you, you, ladies and gentlemen) . Greetings came to us from the west: good evening, good afternoon, good morning , and from European languages ​​- farewells: all the best, all the best.

Learning to speak beautifully

Request

Advice

Do me a favor and do...

Let me give you some advice...

Please don’t consider it a chore...

Let me offer you...

If you don't mind...

You better do it this way...

May I ask you...

I would like to offer you...

I urge you

I would advise you...

It is customary to express gratitude to the interlocutor for fulfilling a request, providing a service, or providing useful advice. Also an important element in speech etiquette is compliment . Tactful and timely, it lifts the mood of the interlocutor and encourages a more open conversation.

In communication must always be observed a number of ethical and etiquette standards that are closely related to each other.

Necessary respectfully And friendly o treat the interlocutor. It is prohibited to offend or insult your interlocutor with your speech, or to express disdain.

Politeness in communication presupposes an understanding of the situation, taking into account the age, gender, official and social status of the communication partner.

Lafa, rolling cotton wool is idleness.

Record book- test book or test week. Dorm- student hostel. Merge- to miss lessons. Tail- academic debt. Spur- cheat sheet.

Stole, stole - stole, wrote off.

Spur - cheat sheet.

The theme is great, I like it.

Stare - look.

To knock is to snitch.

Let's try to communicate beautifully!

After all, “it is precisely the careful attitude towards language that is an indicator of high speech culture of both individual native speakers and the entire society as a whole. A person, as long as he can remember, has always thought about the word, his own speech, his native language...”, said V. Kolesov, Russian philologist

Thank you for your attention! don't forget to follow the golden rule

Contents 1.1 History of speech etiquette; 1.2 The basis of speech etiquette and the factors determining its formation; 2.1 Rules and norms of speech etiquette at the beginning of communication: address, greeting; 2.2 Rules and norms of speech etiquette in the process of communication: formulas of politeness and mutual understanding; Rules and norms of speech etiquette at the end of communication: farewell, summarizing and compliments; Features of speech etiquette during distance communication, communication via telephone, Internet; 2.5 National differences in speech etiquette in different countries; Conclusion: The importance of speech etiquette for the society and culture of the country; Bibliography.

1.1 The history of speech etiquette. England and France are usually called “classical countries of etiquette.” However, they cannot be called the birthplace of etiquette. Rough morals, ignorance, worship of brute force, etc., dominated in both countries in the 15th century. There is no need to talk about Germany and other countries of Europe at that time; only Italy of that time is an exception. The improvement of the morals of Italian society began already in the 14th century. Man was moving from feudal morals to the spirit of modern times, and this transition began in Italy earlier than in other countries. while the rest of Europe was drowning in civil strife, and feudal orders were still in full force, Italy was a country of new culture. This country deserves rightly to be called the birthplace of etiquette.

“Etiquette (French etiquette - label, label) is a set of rules of behavior relating to the external manifestation of attitude towards people (dealing with others, forms of address and greetings, behavior in public places, manners and clothing).” As we see, the word “etiquette” itself came to us from France, from the royal court of Louis X IV. And labels were small paper tablets given to those who wanted (or were forced) to appear before the king. It was written on them how a person should address the king, what movements he should make, what words he should say.

1.2 The basis of speech etiquette and the factors determining its formation. In the process of education and socialization, a person, becoming an individual, masters the culture of communication. But to do this, you need to navigate the communication situation, act according to the rules of the communicative roles of the speaker or listener, construct the text in accordance with stylistic norms, master oral and written forms of communication, be able to communicate contact and distance, and also master the entire gamut of non-verbal means of communication.

L.A. Vvedenskaya in her book “Russian Language and Speech Culture” gives the following definition of speech etiquette: “Speech etiquette refers to developed rules of speech behavior, a system of speech formulas for communication.” N.I. Formanovskaya gives the following definition: Speech etiquette refers to the regulating rules of speech behavior, a system of nationally specific stereotypical, stable communication formulas accepted and prescribed by society to establish contact between interlocutors, maintain and interrupt contact in the chosen tonality. The degree of proficiency in speech etiquette determines the degree of professional suitability of a person.

Speech etiquette is built taking into account the characteristics of partners entering into business relationships, conducting a business conversation: the social status of the subject and recipient of communication, their place in the official hierarchy, their profession, nationality, religion, age, gender, character. The basis of speech etiquette is speech formulas, the nature of which depends on the characteristics of communication. Any act of communication has a beginning, a main part and a final part.

2.1 Rules and norms of speech etiquette at the beginning of communication: address, greeting Greeting: If the addressee is unfamiliar to the subject of speech, then communication begins with acquaintance. This can happen directly or indirectly. According to the rules of good manners, it is not customary to enter into a conversation with a stranger and introduce yourself. Let me get to know you. I would like to meet you Let's get to know you

Official and informal meetings of acquaintances, and sometimes strangers, begin with a greeting. In Russian, the main greeting is hello. It goes back to the Old Slavonic verb zdravstva, which means “to be sound,” i.e. healthy. Along with this form, a common greeting indicating the time of the meeting is: Good morning, Good afternoon, Good evening. In addition to commonly used greetings, there are greetings that emphasize the joy of meeting, respectful attitude, and desire for communication: I’m very glad to see you!; Welcome!; My regards!

Address: Address is one of the most important and necessary components of speech etiquette. The address is used at any stage of communication, throughout its entire duration, and serves as its integral part. At the same time, the norm for using the address and its form have not been definitively established, cause controversy, and are a sore point of Russian speech etiquette.

The monarchical system in Russia of the twentieth century maintained the division of people into classes: nobles, clergy, commoners, merchants, burghers, peasants. Hence the address master, madam in relation to people of privileged classes; sir, madam - for the middle class or master, mistress for both and the absence of a single address to representatives of the lower class. In other civilized countries, addresses were the same for all strata and classes (Mr., Mrs., Miss - England, USA; signor, signorina, signora - Italy; pan, pani - Poland, Czech Republic and Slovakia) The monarchical system in Russia of the twentieth century maintained division on people on classes: nobles, clergy, commoners, merchants, burghers, peasants. Hence the address master, madam in relation to people of privileged classes; sir, madam - for the middle class or master, mistress for both and the absence of a single address to representatives of the lower class. In other civilized countries, addresses were the same for all strata and classes (Mr., Mrs., Miss - England, USA; signor, signorina, signora - Italy; pan, lady - Poland, Czech Republic and Slovakia)

2.2 Rules and norms of speech etiquette in the process of communication: formulas of politeness and mutual understanding After a greeting, a business conversation usually begins. Speech etiquette provides for several principles that are determined by the situation. The most typical are 3 situations: solemn, working, mournful.

"Dictionary of Ethics", which defines politeness as: "... a moral quality that characterizes a person for whom respect for people has become an everyday norm of behavior and a habitual way of treating others." This means politeness is a sign of respect. Politeness is a willingness to provide a service to someone who needs it, delicacy, and tact. And, of course, timely and appropriate speech manifestation - speech etiquette - is an integral element of politeness.

Gallant is exquisitely polite and amiable. attitude towards a woman; the correct one behaves with restraint in full accordance with the rules, without deviating one step from them; a polite person is always respectfully polite... Well, we’ll mention manifestations of impoliteness below. Here we will draw a conclusion that we will need in further discussions: impoliteness is assigning the addressee a role lower than the one he can count on, disrespect towards him; Politeness is respect for the addressee, assigning him a role that corresponds to his characteristics, and perhaps a little higher, when one is polite or gallant with him.

2.3 Rules and norms of speech etiquette at the end of communication: farewell, summaries and compliments End of communication: When the conversation ends, the interlocutors use formulas for parting and ending communication. They express wishes (All the best to you! Goodbye!); hope for a new meeting (See you in the evening (tomorrow, Saturday); I hope we part for a short time. I hope to see you soon); doubt about the possibility of meeting again (Goodbye! It’s unlikely we’ll see each other again. Don’t remember it badly!)

In addition to the usual forms of farewell, there is a long-established ritual of compliments. A tactfully and timely compliment, it lifts the mood of the recipient and sets him up for a positive attitude towards the opponent. A compliment is said at the beginning of a conversation, during a meeting, acquaintance, or during a conversation, when parting. A compliment is always nice. Only an insincere compliment, a compliment for the sake of a compliment, an overly enthusiastic compliment are dangerous.

The compliment relates to appearance, indicates the recipient’s excellent professional abilities, his high morality, and gives an overall positive assessment - you look good (excellent, wonderful). - You are (so, very) charming (smart, resourceful, practical). - You are a good (excellent, wonderful) specialist. - It’s a pleasure (excellent, good) to do business (work, cooperate) with you. - It was nice to meet you! - You are a very nice (interesting) person (interlocutor) The absence of a farewell ritual or its vagueness or crumpledness does not in any way indicate that the person left “in English”; it speaks either of a negative, hostile or hostile attitude of the person, or of his banal bad manners.

2.4 Features of speech etiquette during distance communication, communication via telephone, Internet Scientific and technological progress has introduced a new culture of communication into etiquette - communication via telephone. What are the specifics of a telephone conversation as one of the types of speech activity? N.A. Akishina in her book “Speech Etiquette of Russian Telephone Conversation” of a telephone conversation in this system is as follows: this is how she reveals this problem: “Telephone conversation is included in the number of types of verbal communication carried out using technical means.

Depending on the relationship of the subscribers and the situation, telephone conversations differ: 1.) Official (business) - between strangers or unfamiliar people. 2.) Informal (frequent) 3.) Neutral - between acquaintances, but equal in status and age 4.) Friendly - between close people

Rules for talking on the phone: 1.) You should distinguish between formal and informal conversations. Business calls are made on work phones, informal calls are made on home phones 2.) It is indecent to call before 9 am and after 22:00. 3.) You cannot call strangers; if you have to do this, you must explain who gave the phone number. 4.) The conversation should not be long - 3-5 minutes 5.) The person being called is not required to identify himself, even if it is a business phone. 6.) It is not permissible for a caller to start a conversation with questions: “Who’s talking?”, “Who’s on the phone?”

The semantic parts of a telephone conversation 1.) Establishing contact (identification, checking audibility) 2.) Starting a conversation (greeting, questioning the possibility of speaking, questions about life, affairs, health, reporting the purpose of the call) 3.) Developing the topic (expanding the topic , exchange of information, expressing opinions) 4.) End of the conversation (final phrases summarizing the topic of the conversation, etiquette phrases, farewell) Meaningful parts of a telephone conversation 1.) Establishing contact (identification, checking audibility) 2.) Beginning of the conversation (greeting, question about the opportunity to talk, questions about life, business, health, a message about the purpose of the call) 3.) Development of the topic (development of the topic, exchange of information, expression of opinions) 4.) End of the conversation (final phrases summarizing the topic of the conversation, etiquette phrases, farewell)

2.5 National differences in speech etiquette in different countries Speech etiquette is an important element of any national culture. In language, speech behavior, stable formulas (stereotypes) of communication, rich folk experience, the uniqueness of customs, lifestyles, and living conditions of each people are deposited. And this is infinitely valuable.

Conclusion: The importance of speech etiquette for the society and culture of the country. Russian speech etiquette is one of the components of national culture, which bears the brunt of preserving the Russian ethnic group and statehood. Both the revival and legislative consolidation of the rules of Russian etiquette and speech etiquette, including should become a priority task of the state and society in the near future. After all, this will be a huge and fundamental step in the revival of Russia as one of the pillars of world culture and civilization, on the other hand, it will be a great contribution to the preservation and development of the Russian ethnic group and state.

References 1. Akishina A. A., Formanovskaya N. I. “Russian speech etiquette” M., Goldin V.E. "Speech and Etiquette." M.: Education, L.A. Vvedenskaya “Russian language and culture of speech.”, M A.A. Akishina, “Speech etiquette of Russian telephone conversation”, M.E.V. Arova “Be kind.”, M M.D. Arkhangelskaya “Business etiquette or playing by the rules”, M Yanyshev V. E. Speech and etiquette. M., F. Folsom “Book about language”, M To prepare this work, materials from the site were used. References 1. Akishina A. A., Formanovskaya N. I. “Russian speech etiquette” M., Goldin V.E. "Speech and Etiquette." M.: Education, L.A. Vvedenskaya “Russian language and culture of speech.”, M A.A. Akishina, “Speech etiquette of Russian telephone conversation”, M.E.V. Arova “Be kind.”, M M.D. Arkhangelskaya “Business etiquette or playing by the rules”, M Yanyshev V. E. Speech and etiquette. M., F. Folsom “Book about language”, M To prepare this work, materials from the site were used

Slide 2

“In their language, the people, over many millennia and in millions of individuals, have composed their thoughts and their feelings. The nature of the country and the history of the people, reflected in the human soul, were expressed in words. Man disappeared, but the word he created remained an immortal and inexhaustible treasury of the people’s language... By inheriting the word from our ancestors, we inherit not only the means to convey our thoughts and feelings, but we inherit these very thoughts and these feelings.” K. D. Ushinsky

Slide 3

Speech etiquette is a system of rules of speech behavior and stable formulas of polite communication

There is such a concept - “speech etiquette” - the rules of communication. By observing them, people understand each other better. The rules of speech behavior are regulated by speech etiquette, a system of stable expressions that has developed in language and speech. These are situations of address, greeting, farewell, apology, gratitude, congratulations, wishes, sympathy and condolences, approval and compliment, invitations, suggestions, requests for advice and much more.

Slide 4

Specifics of Russian speech etiquette

Speech etiquette has national specifics. Each nation has created its own system of rules of speech behavior. In Russian society, such qualities as tact, courtesy, tolerance, goodwill, and restraint are of particular value. The importance of these qualities is reflected in numerous Russian proverbs and sayings that characterize ethical standards of communication. The wise man does not speak, the ignorant does not allow him to speak. Tongue - one, ear - two, say once, listen twice. Grandfather talks about chicken, and grandmother talks about duck. You listen, and we will remain silent. A deaf man listens to a mute man speak. All a person's troubles come from his tongue. Cows are caught by the horns, people by the tongue.

Slide 5

Technique for implementing label forms

Any act of communication has a beginning, a main part and a final part. If the addressee is unfamiliar to the subject of speech, then communication begins with acquaintance. Moreover, it can occur directly or indirectly. Of course, it is advisable to have someone introduce you, but there are times when you need to do it yourself. Official greeting formulas: - Hello! - Good afternoon! Informal greeting formulas: - Hello! - Hello

Slide 6

Interaction of speech and behavioral etiquette

Etiquette is closely related to ethics. Ethics prescribes the rules of moral behavior (including communication), etiquette presupposes certain manners of behavior and requires the use of external politeness formulas expressed in specific speech acts. In oral communication, it is necessary to observe a number of ethical and etiquette standards that are closely related to each other. First, you must treat your interlocutor with respect and kindness. Secondly, the speaker is instructed to be modest in self-assessments, not to impose his own opinions, and to avoid being too categorical in speech.

Slide 7

Speech distances and taboos

Distance in verbal communication is determined by age and social status. It is expressed in speech by using the pronouns you and you. Speech etiquette determines the rules for choosing one of these forms. The empty “You” with a heartfelt “You” She, having mentioned, replaced... A.S. Pushkin by the degree of acquaintance of the partners (you - to an acquaintance, you - to an unfamiliar); the formality of the communication environment (you are informal, you are official); the nature of the relationship (you are friendly, “warm”, you are emphatically polite or tense, aloof, “cold”); equality or inequality of role relationships (by age, position: you are equal and inferior, you are equal and superior The choice is dictated by:

Slide 8

Compliments. Culture of criticism in verbal communication.

A compliment is a special form of praise, an expression of approval, respect, recognition or admiration; kind, pleasant words, flattering feedback. Criticism - Discussion, analysis of something in order to evaluate its merits, discover and correct shortcomings

Slide 9

Nonverbal communication

When talking to each other, people use gestures and facial expressions along with verbal speech to convey their thoughts, moods, and desires. Using non-verbal language: we confirm, explain or refute information transmitted verbally; transmit information consciously or unconsciously; express our emotions and feelings; regulate the flow of the conversation; control and influence other persons;

Slide 2

“Etiquette (from the French etiquette - label, label) is a set of rules of behavior relating to the external manifestation of attitude towards people (dealing with others, forms of communication, manners and clothing)"

Slide 3

Ethics of speech communication

Speech ethics are the rules of proper speech behavior based on moral norms and national and cultural traditions.

The ethics of verbal communication begins with compliance with the conditions of successful verbal communication: with a friendly attitude towards the addressee, demonstration of interest in the conversation, “understanding understanding” - attuned to the world of the interlocutor, sincere expression of one’s opinion, sympathetic attention.

Slide 4

Speech etiquette is a system of rules of speech behavior and stable formulas for polite communication.

Speech etiquette has national specifics. In Russian society, they are of particular value

• tact
• courtesy
• tolerance
• goodwill
• consistency

The word is an arrow, if you release it, you won’t get it back

Slide 5

Tactfulness is an ethical norm that requires the speaker to understand the interlocutor, avoid inappropriate questions, and discuss topics that may be unpleasant for him

Slide 6

Precaution is the ability to anticipate possible questions and wishes.

interlocutor, readiness to inform him in detail on all topics relevant to the conversation.

Slide 7

Tolerance is to be calm about possible differences of opinion,

Avoid harsh criticism of your interlocutor’s views.

Slide 8

Goodwill is necessary both in relation to the interlocutor and in the entire structure of the conversation: in its content and form, in intonation and choice of words.

Slide 9

The main ethical principle of verbal communication - respect for parity - finds its expression, from greeting to farewell, throughout the conversation.

Slide 10

Components of the act of communication

• initial communication formulas
• main part
• formulas used at the end of communication
• Representation formulas,
• formal and informal greetings
• Farewell formulas
• Wish formulas,
• invitations,
• congratulations,
• requests,
• advice,
• recommendations,
• refusal

Slide 29

Parity relationships as the main component of communication do not negate the possibility of choosing You - communication and You - communication, depending on the nuances of social roles and psychological distances.

The same participants in communication in different situations can use the pronouns “you” and “you” in an informal setting. This may indicate alienation, a desire to introduce elements of ritual treatment into the speech situation.

Slide 30

Thus, speech etiquette allows you to establish the necessary contact with your interlocutor in a certain tonality, in different communication settings, to reflect the different nature of the relationship between those communicating, etc.

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Slide text: Explanatory dictionary of Russian speech etiquette Speech etiquette is a system of specific linguistic signs (words, stable verbal formulas) and rules for their use, adopted in a given society at a given time in order to establish verbal contact between interlocutors and maintain friendly, polite, friendly or official relations in accordance with the speech situation.

Slide text: Explanatory dictionary of Russian speech etiquette Speech etiquette is a conventional language of politeness, subordination, which has its own vocabulary (system of signs) and grammar (rules of decent speech behavior in society)

Slide text: Russian language. Encyclopedia Speech etiquette is the totality of all etiquette speech means and the rules for their use in certain situations.

Slide text: Speech etiquette formula

Slide text: How it was: from the history of speech etiquette The Russian proverb says: “An unusual person cannot live with people”

Slide text: Testament of Vladimir Monomakh Leaving the Russian land to his sons to reign, he bequeathed to them: “to have a pure and immaculate soul, a thin body, a meek conversation and to keep the word of the Lord.” ...Be silent with the old, listen to the wise, obey the elders... ...don’t rage with words, don’t blaspheme in conversation... ...don’t laugh a lot, be ashamed of your elders... ...don’t let a person pass without greeting him, and say a kind word to him...

Slide text: “Domostroy” “...If you happen to greet visiting people, whether merchants, foreigners, other guests, whether called or given by God: rich or poor, monks or priests, then the owner and hostess should be friendly and give due honor to reward according to the rank and dignity of each person. Politely and gratefully, honor each of them with a kind word, talk to everyone and greet them with a kind word, and eat and drink or put it on the table, or give it from your hands with a special greeting, but highlight each with something and please everyone.”

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Slide text: Assignment Remember and write proverbs and sayings that are in one way or another related to the topic of speech etiquette (word, language, speech)

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Slide text: Current state of speech etiquette National specifics and level of culture Fenya and profanity

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Slide text: National specifics

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Slide text: Level of human culture

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Slide text: Current state of speech etiquette Slang (from the English slang) is a set of special words or new meanings of existing words used in various human associations (professional, social, age groups).

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Slide text: The current state of speech etiquette Fenya is a language that was formed in Rus' during the Middle Ages and was originally used by wandering ofen traders. The Ofeni created a new language by inventing new roots and abandoning traditional Russian morphology and used the language to communicate “not for the ears of others.” Subsequently, the language was adopted by the criminal environment, and currently Fenya is called thieves' jargon (to speak such a language is to talk about a hairdryer).

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Slide text: Current state of speech etiquette Excerpt No. 1 “Cool Dnieper in cool weather, when, roaming and showing off, it saws through forests and mountains. He won’t whoop, he won’t come around. You’ll hatch your eyes, open the mitten, and you won’t know whether he’s sawing or not. A rare bird with a snout will scratch all the way to the middle, and if it gallops so far, it will whoop so much that it will throw its hooves away." Excerpt No. 2 "Wonderful is the Dnieper in calm weather, when its full waters freely and smoothly rush through forests and mountains. It won’t flash, it won’t thunder. You look and don’t know whether its majestic beauty is going or not going into the distance... A rare bird will fly to the middle of the Dnieper...”

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Slide text: Qualities of speech etiquette Tactfulness Courtesy Tolerance Benevolence Composure Use of addresses

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Slide text: Assignment Each group receives 2 cards with qualities written on them. Within 5 minutes, prepare an explanation of each quality.

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Slide text: Tactfulness Tactfulness is an ethical norm that requires the speaker to understand the interlocutor, avoid inappropriate questions, and discuss topics that may be unpleasant for him. lies in the ability to anticipate possible questions and wishes of the interlocutor, the willingness to inform him in detail on all topics relevant to the conversation. Qualities of speech etiquette

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Slide text: Tolerance Forbearance consists of being calm about possible differences of opinion and avoiding harsh criticism of the views of your interlocutor. You should respect the opinions of other people and try to understand why they have this or that point of view. the ability to calmly respond to unexpected or tactless questions and statements from an interlocutor. Qualities of speech etiquette

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Slide text: Goodwill The use of appeals is necessary both in relation to the interlocutor and in the entire structure of the conversation: in its content and form, in intonation and choice of words. the most widespread and most striking etiquette sign. Qualities of speech etiquette

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Slide text: YOU or YOU?

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Slide text: Assignment Make up the rules of speech etiquette in the form of a table using handouts.

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Slide text: Call me, call...

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Slide text: Assignment Dialogue “Why was mom offended?” Masha: Hello, Katya, is that you? Mom: No, it's not Katya. Who is asking her? Masha: Yes, my friend. Where's Katya? Mom: She's not at home. What should I tell her? Masha: Here is a goat, she promised to wait for me, but she disappeared somewhere. Mom: Sorry, I can’t talk to you like this anymore.

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Slide text: Working on mistakes Mom: Hello. I'm hearing you. Masha: Hello, Katya’s classmate, Masha, is bothering you. Mom: Hello, I'm listening to you. Masha: Can I invite your daughter to the phone? Mom: Unfortunately, she is not at home now. What should I tell her? Masha: Don’t worry, there’s nothing urgent, we just need to arrange a meeting. Tell me, what time is most convenient for me to call to find her at home? Mom: Call me in two hours. I'll tell her you called. Masha: Thank you. I'll definitely call you back.

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Slide text: Rules for talking on the phone First, say hello, identify yourself, and only then make a request. Do not dial a number from memory unless you are sure it is correct. Do not call before 9 am and after 10 pm (except for urgent messages or if you know for sure that your call will be expected and you have not gone to bed). If during a conversation the phone accidentally turns off, the person who called will call back. It is inconvenient to have private conversations in the presence of other people. Therefore, when calling about a personal matter, first ask if there is an opportunity to speak. Do not call unless absolutely necessary to work on a personal matter. At work, speak briefly on the phone. A telephone conversation should not last more than 3-5 minutes. The person who called should end the conversation. If the caller has the wrong number, answer politely. It often happens that it is not the person who is to blame, but the automation. According to the rules of Russian speech etiquette, the person being called may not identify himself.

Slide text: A word is nothing more than a distant and weakened echo of a thought. Gustave Flaubert Speech Etiquette