Open AccessCommunicative Competences of Civil Servants in Service State
Author(s) -
Svetlana Martynova,
Svetlana Evarovich
Publication year - 2021
Publication title -
kommunikologiâ
Language(s) - English
Resource type - Journals
eISSN - 2311-3332
pISSN - 2311-3065
DOI - 10.21453/2311-3065-2021-9-4-83-95.
Subject(s) - communicative competence , competence (human resources) , civil servants , public relations , officer , public servant , business , front office , knowledge management , psychology , political science , pedagogy , marketing , computer science , public administration , social psychology , politics , law
The purpose of the paper is to specify the definition of communicative competence, civil servant essential to the service (customer-centered) state and methods of their formation. The authors analyze the scientific views as well as the advanced international and Russian experience of forming a customer-oriented communicative competence in the governmental agencies and business structures. It was revealed that the new communicative competence of the public officer is related to the providing of public services and expressed by the skills to identify and fulfill the needs of citizens in direct contact with them. The emotional and digital competencies are emphasized. The latter is expressed in the skill of consulting citizens with the newest digital technologies in front offices. The authors found that in foreign experience the formation of communicative competence is carried out largely by activity methods – in the workplace in real practice, whyle in Russia – by simulation methods that only imitate real conditions.