CC BY
20
PEDAGOGICAL SCIENCES
Communicative competence as a professional characteristic of an expert in tourism
Guliak O. (Ukraine) Коммуникативная компетенция как профессиональная характеристика специалиста туристической индустрии Гуляк О. Б. (Украина)
Гуляк Оксана Богдановна / Guliak Oksana — кандидат педагогических наук, старший преподаватель,
кафедра иностранных языков, Львовский институт экономики и туризма, г. Львов, Украина
Abstract: this article suggests an analysis of the importance of communicative competence for professional growth of the personality of an expert in tourism. In particular we consider the essence and prerequisites for successful communication, communicative requirements for employees of the travel industry, as well as certain personal qualities and skills, making up a model of professional behavior.
Аннотация: в данной статье анализируется роль коммуникативной компетенции с точки зрения профессионального становления специалиста туристической отрасли. В частности рассматриваются сущность и необходимые условия успешной коммуникации, коммуникативные требования к работникам сферы туризма и те личностные качества, которые составляют модель их профессионального поведения.
Keywords: communicative competence, social interaction, professional behavior, non-verbal communication, communicative requirements.
Ключевые слова: коммуникативная компетенция, социальная интеракция, профессиональное поведение, невербальная коммуникация, коммуникативные требования.
For Ukraine like most countries of the world tourism has become the factor of improving public relations and developing informal social institutions, which are considered to be the essential components of civil society. Provided that there is the proper organization, tourism itself acts as an effective social institution that can efficiently solve urgent social and moral problems of the modern world community, accelerate designing models, programs and strategies for global cooperation to overcome poverty and consequently terrorism, reduce tension between the regions of the planet, and as a result reach a new level of social development.
The paramount importance of this sphere of human activity in the modern world determines a deep analysis of all its components, in particular the factors that ensure the positive dynamics of modern society, promote the transformation from cultural misunderstandings to a cross-cultural dialogue, the preservation of natural and cultural heritage, create new areas of employment, and due to their nature, have a more substantial potential for creating the atmosphere of mutual understanding and trust between peoples.
Due to a social nature of the tourism industry and therefore the need for linguistic personalities, the study of individual communicative activity, people's language and speech behavior, particularly in their professional work, is considered to be relevant and timely. Lately, the issues of linguistic communication have been paid considerable attention in scientific researches of domestic and foreign linguists (by V. Manakin, G. Pocheptsov, O. Semeniuk, F. Batsevich, T. Kosmeda, O. Zalevska, A. Vezhbytska, T. Ushakova, E. Bern etc.). The role of foreign languages in professional activities of tourism specialists has been studied by L. Knodel, L. Skakun, I. Skril, S. Gryn'ko and others.
The aim of our research is to determine the importance of communicative competence for professional growth of the personality of an expert in tourism.
Since in modern society highly valued is not a formal level of education, but awareness and knowledge itself as the ability to be creative, to create new things, as well as the presence of relevant philosophical principles that become the moral standards and then part of professional behavior, the awareness of the representatives of the tourism industry that a human being is the highest value of life means that in their professional activity they can reveal such qualities as respect, compassion, kindness, honesty, justice, national tolerance, willingness to help other people etc. The study of this problem from the viewpoint of the culture of the world outlook insures a scientific novelty of this research.
The research of any phenomenon should be started with considering the nature of its basic concepts. In this case it is such linguistic concepts as: communicative, communication, communicative competence.
The linguistic term «communicative» — from the Latin communicativus - means: that, which belongs to the communication, i. e. intercourse, and data transmission. In the philosophy of existentialism and personalism intercourse (or communication) is the process in which a lonely soul reveals itself to another, and as a result there is established a special spiritual contact between people. In this context, communication appears to be the highest form of relationship between human beings — spiritual.
«Competence» (the Latin word competentia from competo, which means to mutually wish, correspond, fit) is the range of authorities of any organization, establishment or person, the range of issues, in which this person has certain powers, importance and experience.
This term should not be confused with the term «competence» in the meaning - being well-informed, being aware of, authoritativeness, proficiency in a certain field or question.
Thus, «competence» can be a defining characteristic of the subject of certain activities, in this case communicative, and it can also be associated with the object, in this case - the content of the communicative activity. The communicative competence suggests such content of the communicative activity that on one hand causes communication, creating the necessary prerequisites: stimuli and motives, and on the other hand -provides its realization on the basis of the proper knowledge about the subject of communication and availability of the necessary verbal material.
Therefore, the concept «communicative competence» can be explained as a range of issues, on which the person, having a certain knowledge, experience, authorities, can communicate, exchange information, i. e. carry out the act of intercourse.
The development of communicative competence determines both constant improvement of skills and abilities of using language forms, and growth of personal cognitive abilities. According to American linguist B. L. Whorf, language is not only a transferring tool for voiced ideas, but rather the very creator of ideas, program and guidance for intellectual activities of human individuals. We divide the world into parts according to our native tongue and face therefore with a new principle of relativity. It is concerned with the fact that similar physical phenomena allow to create a similar picture of the world only if language systems are similar or at least correlated [4, pp. 118-121].
In order to communicate properly it is necessary to possess a sufficient amount of systematized knowledge about the history, culture, human mind and behavior, patterns of social development, as well as to own verbal and non-verbal means of communication. So, it is essential that you have a developed communicative competence, which is a system of knowledge and skills needed for effective communication.
As a rule, communicative competence is a characteristic feature of mature personalities. Erudition, hardworking, will power, talent will not bring the desired effects, if a person fails to communicate properly, but perfect communicative skills are usually a pledge of people's success in society.
An essential prerequisite for successful communication is the wish of its participants to communicate (predisposition towards cooperation); the lack of such cooperation causes a conflicting communicative behavior. According to American logician G. P. Grice, successful communication is possible under the conditions of complying with four maxims: informativeness (the message must be informative), truthfulness (to tell only the truth), relevance (to speak on the point), clarity and accuracy (to be short and clear-cut) [2].
For an expert in tourism the skills of professional communication and such personal qualities as friendliness and will power —are highly important, because the tourism industry is mainly the sphere of human interaction and communication. So, the system of communicative skills of an expert in tourism comprises: the ability to establish a contact in the process of intercourse, to be flexible, tactful and emotionally stable, to know verbal and non-verbal means of communication, to have a sense of humor, to know language etiquette, to argue one's point of view etc.
There are a number of communicative requirements for employees of the travel industry and hospitality. These are: a desire to communicate, to work with people, kindness, compassion, tolerance, the ability to analyze the behavior of both individuals around them and their own, to understand their intentions and attitudes, the capacity for understanding the relationships of people, overcoming their disagreements and organizing their interaction, the capacity for empathy, for finding a common language with different individuals, punctuality, self-discipline, knowledge of human psychology and others.
Researchers of professional communication issues in the tourism industry single out certain traits and personal qualities that make up a model employee behavior, characterized by a high level of operational readiness for effective professional communication. Such an employee:
- is predisposed to active discussion and resolution of issues that arise;
- is aimed at achieving the best possible results in the professional communication;
- knows how to «build» the strategy and tactics of communication contacts;
- has a professional and communicative competence, can find optimal solutions;
- does not lose self-control in critical situations;
- is aware of the impact of cultural differences on the result of professional and business communication;
57
- respects himself and his colleagues, while being critical of his statements, decisions, and actions;
- in the communication does not cross the line beyond which he or she may lose self-respect;
- avoids verbal disputes, but shows hardiness and adherence to principle as regards fundamental issues of the theory and practice of tourism;
- is a nice person, considerate and tactful, has a sense of humor;
- is able to keep professional secrets;
- is mostly in a good humor, has a positive attitude and an optimistic world outlook.
Professional knowledge and skills of effective communication ensure success in the professional activity in the tourism industry. Inappropriate communication, in particular its insufficiency is a sign of incompetence.
Weaknesses in communication, according to Ukrainian linguist Ya. Radevich-Vynnytskii consists primarily of violating the standards of cultural conduct, ethical and aesthetic standards of using verbal and non-verbal means of communicative interaction. As the scientist states, the communication also has its good and evil (the object of ethics) and its high and low, ugly and beautiful (aesthetic object). Organic combination of good and beauty in communicative interaction is what is called the art of communication [5]. To be a pleasant interlocutor, a successful employee, in particular in the 'tourism industry, it is necessary to study the art of communication and use it in your professional activities.
You also need to improve the language of non-verbal communication, which is not only a language of gestures, but also feelings. It is common knowledge that the same word, such as greeting or expression of gratitude can be spoken with a variety of colors that are transmitted through facial expressions, gestures, tone and reflect the subtle nuances of human feelings and emotions.
For non-verbal communication it is typical to use non-verbal signs as the main means of transmitting the information, forming the image, opinion about the interlocutor, and influencing another person. Experts on communication issues state that only 7 % of information is transmitted through words, 38 % - by audio means, and 55 % - with the help of facial expressions, gestures, postures and body movements [7, p. 96].
Non-verbal means - facial expressions, posture, gestures, looks, pantomime are often much more vivid than verbal speech. They reflect the psychic, especially emotional conditions that usually are spontaneous and not controlled by conscience, while verbal communication involves the use of linguistic signs that are inseparable from the mind and consciousness. Thus, non-verbal information is often more truthful than verbal, because it reflects the internal state of the individual.
An integral part of communicative competence of an expert in tourism is knowledge of foreign languages. In the process of mastering the language a person learns basic forms and laws of thinking, which enables going beyond the immediate sensory images and reaching the level of concepts. Learning foreign languages accelerates the mental development of the individual, improving his ideological culture.
Mastering a new language is equal to the development of a new look at the previous attitude. According to linguists, there are as many worlds and world outlooks as languages. Man perceives the world as it is recorded in the native language. Since perception and human activities depend on the notions, people's attitude towar ds reality is largely determined by language. According to the famous German scientist von Humboldt, a language draws a magic circle around a man, which he can leave only when entering another circle, that is when learning another language. Switching to another language entails changing the world outlook [4].
Thus, intensive learning foreign languages activates developing a universal view of things and phenomena of objective reality, the attitude, combining the peculiarities of the national outlook with impartiality in relation to other cultures and languages, which is especially important in terms of intercultural dialogue in the information society and testifies to high professionalism of the modern specialist.
References
1. Gerald R. V. Handling verbal confrontation: take the fear out of facing others. Oughten House Foundation Publ., 1999.
2. Grice G. P. Logic and conversation / Syntax and Semantics / Eds. P., Cole, J., L. Morgan. New York, 1975.
3. KobzarN. V. The role of intercultural communication in the activity of tourism managers. Visnik LNU im. T. Shevchenko. 2011. № 14 (225). P. 48-54.
4. KocherhanM. P. Zagal'ne movoznavstvo: pidruchnik [General linguistics: textbook]. Kiev, 2003. 464 p.
5. Radevich-Vinnitsky Ya. Etiket i kul'tura spilkuvannia [Etiquette and communication culture]. Kiev, 2008. 291 p.
6. Pease A. Body Language. How to read other's thoughts by their gestures. London: Sheldon Press Publ., 1988.
7. Scott G. G. Konflikty i puti ih preodoleniya: Per. s angl. [Resolving Conflict with Others and Within Yourself]. K., 1991.
8. Vlasova T. I., Danilova M. M., Sharukhin A. P. Professional'noe i delovoe obshhenie v sfere turizma [Professional and business communication in the sphere of tourism]. SPb, DARK Publ., 2005.
9. Shilova S. V. The principle of cooperation and the principle of politeness: common and different features. Anglistika v XXI veke. SPb., 2002. P. 237-241.
10. Swets P. W. The art of talking so that people will listen: getting through to family, friends and business associates. New York: Simon & Schuster Publ., 1983.
Monitoring of personal qualities of professional colleges Karimova G. (Republic of Uzbekistan) Мониторинг личностных качеств учащихся профессиональных колледжей Каримова Г. К. (Республика Узбекистан)
Каримова Гавхар /Karimova Gavhar - старший научный сотрудник-исследователь, Узбекский научно-исследовательский институт педагогических наук им. Т. Н. Кары-Ниязи, г. Ташкент, Республика Узбекистан
Аннотация: в статье рассматривается мониторинг психологических или личностных качеств выпускников средних общеобразовательных школ. По мнению автора, внедрение инноваций в систему обучения - мониторинг личностных качеств учащихся может стать приемлемым механизмом в комплекте воспитательных процедур, который будет способствовать активизации методов воспитания, и одним из результатов с предоставления им оптимального выбора профессии. Abstract: the article discusses the monitoring of psychological and personal qualities of graduates of secondary schools. According to the author of the introducing innovations in the system of education monitoring of personal qualities of students may be an acceptable mechanism in the set of educational procedures that will contribute to the improvement of educational methods.
Ключевые слова: мониторинг, педагогический мониторинг, личностные качества. Keywords: personality qualities, monitoring, future specialist, professional self-determination.
Мониторинг психологических или личностных качеств выпускников средних общеобразовательных школ показывает отсутствие определенной корреляции между оценкой качества личностных черт характера и прогнозом его будущего поведения, проявления навыков мотивации. Возможно, это говорит о нестабильности процессов укомплектованного оценивания результатов личного достижения в сфере будущей профессиональной пригодности или готовности к дальнейшему приобретению знаний. Между тем ориентированный, сегодня немного модернизированный подход в проведении опроса и анкетирования по поводу будущей профессии учащегося является сугубо методическим решением диагностических действий руководства или педагогов образовательного учреждения.
«Социологические исследования свидетельствуют, что для профессионального выбора современного выпускника школы характерны не только случайный выбор учебного заведения, но и выбор профессии, специальности, направления подготовки. Кроме справедливого сожаления, эти факты должны учитываться не только при профессиональной ориентации подростков, но и в профессиональном самоопределении, в профессиональной самоидентификации, в организации образовательного процесса в учреждении профессионального образования» [1, 42].
Также должны отличаться по признакам другие виды и формы личностных качеств, а в нашем анализе независимо от физических показателей необходимо рассмотреть диапазоны расширения качеств в контексте педагогического воздействия.
Характерна также педагогическая преемственная работа в сопоставлении и сравнении видов личностных качеств, которая будет проходить в дальнейшем в средних специальных учебных заведениях.
Мониторинг как педагогический инструмент влияния на улучшение ситуации в целом, осуществляется, прежде всего, этапными процедурами, частями, учитывая возрастные категории обучения и преподавания.
Эту работу можно считать уместной, так как проходит оценивание мониторинга в целом, а не просто ее итогов. Таким образом, образуется педагогический мониторинг по пересмотру оценок проведенного мониторинга по изучению личностных качеств учащихся, где непосредственно и находятся факторы, воздействовавшие на формирование и развитие этих личностных качеств, которые оказались в объекте исследования. И в случае проведения эксперимента, процесс мониторинга должен
59
