UPDATE CONFIC TOLOGICAL CULTURE OF PERSONNEL IN TOURISM INDUSTRY

Boroday Vladimir А.,

doctor of Social Sciences, Professor

Don State Technical University
Rostov-on-Don, Russia

Ekinil, Galina E.

The candidate of pedagogical Sciences, associate Professor

Don state technical University

Rostov-on-don, Russia

Annotation: The purpose of this article is the disclosure conflictological culture specialists of enterprises of the tourist industry and its components. The main directions of its formation at students of tourism professions in the learning environment. Among the structural components of communicative culture celebrated such an important element as the conflict competence. Formation conflictological culture due to the use of appropriate methods and technologies of training. It is shown that the success conflictological training, on the one hand, provided the appropriate knowledge, skills and abilities, on the other - psychological characteristics of the individual, which depend on the internal and external conditions

Keywords: tolerance, emotional stability, stress tolerance, morality, troubleshooting, culture, value-semantic sphere of personality, education technology

Conflictological culture is an important component of professional training of future specialists of enterprises of tourist industry.

First, the modern socio-economic conditions increase the conflicts of modern society, conflicts permeate all spheres of human life, so you need to be adequately prepared to prevent and overcome them in everyday life.

Second, employees of enterprises of the tourism industry in fulfilling their functional responsibilities are in the process of continuous indirect or direct interpersonal communication. While there are often non-standard, sometimes conflict situations that require instant decisions.

In addition, the heads of enterprises in the tourism industry noted that not always the higher school graduates find themselves in a real professional environment, ready to implement constructive behavior in the conflict. The more that is typical, the principles of market behavior are guided by norms of rationality and expediency. But the real market behavior is strongly affected by restrictions such as information asymmetry and economic selfishness that creates the possibility of manipulation of the partner and normativization opportunistic economic behavior [1].

The graduates themselves also say that I feel a certain lack of conflictological knowledge, and skills. Sometimes in conflict situations they feel lost and do not know how to conduct myself in them. The lack of conflictological knowledge and skills of the personnel of the enterprises of the tourist industry causes customer dissatisfaction has a negative impact on the activities of the enterprise as a whole [2].

Updated the tourism industry brings modern, up-date, requirements to training of specialists of higher qualification. High growth and development of the sector indicate the need for rapid shifts in ways of working and the active introduction and use of new technologies in this field and demand new graduates, managers of tourism, determine the supply and demand, competition and competitiveness [3].

All this leads to a special importance of conflictological training of students of tourist specialities.

Theoretical issues conflictological competence and culture devoted a significant amount of modern scientific research, but in the framework of training of specialists of enterprises in the tourism industry, in our view, this problem is disregarded.

Exploring the works of scientists dealing with the problem of training the individual to interact in situations of conflict and environment, note the use of different terminologies - "conflictological competence", "conflictological competence", "conflictological competence", "conflictological readiness", "conflictological culture of the personality", "conflictological culture of specialist" and others.

For example, Shcherbakov A. distinguish between the concepts of "conflictological culture of the personality" and "conflictological culture of specialist." First it binds with the desire and ability of the individual prevent and manage social conflicts, the second considered relative to the behavior of the person in conflictogenes professional environment. In our view, this distinction is particularly relevant for specialists in the sphere of production, sphere of services, namely for the personnel in the tourism industry, these concepts are virtually inseparable.

Other researchers, considering the levels of conflictological training, is isolated as the base, the lower the level of the last conflictological literacy, which is characterized by knowledge and an intuitive, unconscious behavior, based on the life experiences of the individual. Conflict literacy of the individual is formed as a result of her upbringing in the family, the influence of the environment in which it develops, the behaviour of the parents, etc [4].

Some scholars have identified conflictological competence as the system of scientific knowledge about conflicts and the skills to purposefully control them. Achieving a higher level of conflictological training is possible only as a result of deliberate formation.

The highest level is the formation of conflictological culture of the personality. It is a complex human quality provides a constructive solution of problems arising in the process of interaction between individuals and consists of many components:

- culture value-semantic sphere of the personality;

- culture of thinking;

- culture of the senses;

- communicative culture;

N. Samson in the structure of conflictological culture separates:

- conflictological competence as the basic knowledge about the conflict and its manifestations, serves as an information base for decision-making on the choice of a particular behavior in a particular conflict situation;

- conflictological readiness specialist awareness of the importance of prevention and overcoming of conflict, the ability to choose optimum strategy of behavior, ability to manage your own emotional state, manifesting tolerance, emotional stability and stress resistance;

- conflictological competence as a system of conflict analytic skills in solving conflictological problems.

Among these structural components of communicative culture are the most capacious should be considered conflictological competence. In our opinion specific competence can be formed only in the person with expertise on the relevant issue. Follow the idea that competence is integrated as the components of which is a set of specific knowledge, skills, and a number of personal qualities and psychological characteristics of a specialist.

Considering conflictological competence of a future specialist as a complex system, L. Yaroslav separates five interrelated components:

- cognitive (a system of scientific knowledge about the various aspects of the conflict);

- motivation (orientation of an individual towards constructive conflict resolution);

- emotional-volitional (determines a person's ability to conscious management of our emotional state in conflict and pre-conflict situations);

- reflexive (the ability of the individual to research their own psychological capacities and opponent);

- behavioral (strategies of behavior in conflict and their adequate use).

Conflictological culture is the level of preparedness for behaviour in conflict situations, environment. It includes a number of knowledge about conflict, strategies for their prevention and overcoming, the ability to apply them in accordance with conflict situations, assumes that individuals have formed personal qualities (tolerance, emotional stability, stress tolerance, morality, etc.). In addition, in contrast to the conflictological competence, conflictological culture is still and involves the formation of a certain value-semantic sphere, the domestic adoption of standards of behaviour in the conflict.

The specialists of the enterprises in the tourism industry, which have high levels of conflictological training, namely, have the appropriate culture to ensure the highest quality of customer service, to prevent direct or indirect losses experienced by the company in the event of conflict, etc.

Today the market, in addition to high professionalism, require young professional still special responsibility, psychological readiness for a variety of complex situations. A significant role is played by the need to constantly improve themselves in professional terms and in personal. It is important not only to have knowledge but be able to control them to create the information field [3].

In this regard, in our opinion, one of the tasks of higher education institutions preparing personnel for the enterprises of tourist industry, such organization of educational process, during which formed the conflictological culture of the students. This task should be carried out with motivational, informative and personal components.

The key to motivated and effective learning process is a valuable attitude to the chosen profession, awareness of the importance of conflictological culture for future professional activities.

A substantial component involves the formation of conflictological knowledge, abilities and skills.

The formation of conflictological culture is due to the use of adequate methods and training technologies. The latter is a clear research design and playback guaranteeing the success of the pedagogical action.

The most productive in the formation of conflictological culture are active learning methods, which allow the person to build their knowledge actively and creatively use them in life as their heritage to identity formation.

The success of conflictological training, on the one hand, ensures the appropriate knowledge, skills and abilities, on the other - psychological characteristics of the individual, which depend on internal and external conditions. Internal conditions may include specific properties of the individual physical values, worldview, mental development, moral and civic culture, attitude towards society, work, other people, etc. External conditions include the macro environment (the surrounding world, culture, etc.) and microenvironment, which directly surrounds the student. To external conditions should include family, group, formal and informal associations, teaching staff, etc.

Particularly valuable in conflictological training of students of tourist specialities gaining experience in the application of knowledge in practice. The more and varied is the range of problems of communication, the students consciously will face in the internship process, the more intensive is the interaction with consumers of tourism products and specialists of enterprises of tourist industry. Practical activity creates a rich experience of real professional communication, helps students form more accurate ideas about yourself, your level of conflictological culture and the realities of professional activity.

The heads of the practice is important during the whole period of the consultation, which should discuss both positive and negative situations of professional communication, the challenges they had to face or witness.

Thus, formation of conflictological culture is an important and complex part of professional training of future staff of enterprises in the tourism industry.

References:

1. Boroday V. A. Socio-institutional analysis of societal sphere of trade in modern society., dissertation for the degree of doctor of social Sciences / South.-ROS. GOS. tehn. Univ (Novocherkas. Polytechnic. in-t). Novocherkassk, 2009

2. Goryushkina N.E., Shkurkin D.V., Petrenko A.S., Yarovaya N.S., Demin S.Yu. MARKETING MANAGEMENT IN THE SPHERE OF HOTEL AND TOURIST SERVICES., International Review of Management and Marketing. 2016. Т. 6. № 6. С. 207-213.

3. Ekinil, G. E., the Formation of professional competitiveness of students of tourist high school./ The subject of professional activity: development strategies and risks: materials and reports of international scientific-practical conference on April 17-18, 2014 – DSTU. – Rostov-on-don, 2014. – Pp. 298-301.

4. Dudkina O. V.; Minasyan, L. A.; A. S. Saga, experience in the use of information and communication technologies in conducting marketing research on the visualization of the tourism potential of the city of Rostov-on-don., Proceedings of Russian scientific.-pract. Conf. "Culture and tourism as tools for the enhancement of human potential of the nation" national Academy of tourism Saint-Petersburg, 2016