communicologyКоммуникологияCommunicology2311-30652311-3332МАК10.21453/2311-3065-2021-9-4-83-95.communicology-161Research ArticleИСТОРИЯ И ТЕОРИЯ ПОЛИТИКИКоммуникативные компетенции госслужащего в сервисном государствеCommunicative Competences of Civil Servants in Service StateМартыноваС. Э.MartynovaS. E.

Мартынова Светлана Эдуардовна – кандидат филологических наук, доцент, ведущий научный сотрудник научно-исследовательской лаборатории «Современные технологии в государственном управлении» Института «Высшая школа государственного управления»

119571, Россия, г. Москва, пр-т Вернадского, д. 82

Martynova Svetlana Eduardovna – CandSc (Philol.), Leading Researcher at the Research Laboratory «Modern Technologies in Public Administration» of the Graduate School of Public Management

119571, Russia, Moscow, Vernadsky av., 84

status.sm@mail.ruЕваровичС. А.EvarovichS. A.

Еварович Светлана Анатольевна, кандидат педагогических наук, ведущий научный сотрудник научно-исследовательской лаборатории «Современные технологии в государственном управлении» Института «Высшая школа государственного управления»

119571, Россия, г. Москва, пр-т Вернадского, д. 82

Evarovich Svetlana Anatolievna – CandSc (Pedagog.), Leading Researcher at the Research Laboratory «Modern Technologies in Public Administration» of the Graduate School of Public Management

119571, Russia, Moscow, Vernadsky av., 84

evarovich-sa@ranepa.ruРоссийская академия народного хозяйства и государственной службы при Президенте Российской Федерации (РАНХиГС)РоссияRussian Presidential Academy of National Economy and Public Administration (RANEPA)Russian Federation202127122021948395Copyright © Мартынова С.Э., Еварович С.А., 20212021Мартынова С.Э., Еварович С.А.Martynova S.E., Evarovich S.A.This work is licensed under a Creative Commons Attribution 4.0 License.https://www.communicology.ru/jour/article/view/161

Целью исследования является определение перечня коммуникативных компетенций госслужащих, необходимых для работы в рамках концепции «сервисного» (клиентоцентричного) государства, и методов их формирования. Проанализированы научные взгляды, а также передовая зарубежная и российская практика формирования клиентоориентированных коммуникативных компетенций в государственных органах и бизнес-структурах. Выявлено, что новые коммуникативные компетенции госслужащего связаны с предоставлением публичных услуг и выражаются в умении определить и удовлетворить потребности гражданина в непосредственном контакте с ним. Отдельно подчеркнуты эмоциональные и цифровые компетенции. Последние выражаются в умении консультировать граждан с использованием новейших цифровых технологий во фронт-офисах. Выявлено, что в зарубежном опыте формирование коммуникативных компетенций в большей степени осуществляется деятельностными методами – на рабочем месте в процессе реальной практики, в России – имитационными методами, только симулирующими реальные условия.

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.

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The authors declare that there are no conflicts of interest present.