THE INFLUENCE OF STRESS FACTORS ON THE OBSERVANCE OF PROFESSIONAL ETHICS AND SPEECH ETIQUETTE OF A HOSPITALITY SPECIALIST

The article examines the features of mental states of a personunder stressful conditions. It was determined that an integral indicator that would characterize the general level of stress in society could be the percentage of those who did not experience any stressful situations. An analysis of stressfulness factors of Ukrainians during the war and their emotional state was carried out. It was proven that stress affected the behavior of every person, the most common were as follows: fatigue, tension, irritation, caution and anger. Emotional and mental manifestations can be neglect of duties, reduced efficiency in performing tasks, deterioration of memory, faster and stronger manifestation of aggression, etc. It was found that complex communication under the influence of stress factors led to conflicts occurrence. The authors grouped the causes of conflicts into political-and-economic, social-and-demographic, social-and-psychological, and individual-and-psychological. To comply with the rules of professional ethics and etiquette when working with clients under the intense pressure of stress factors and successful conflict management in hotel and restaurant as well as tourism business, it was suggested to keep the following rules: be attentive to clients and take into account their requests, emotional state; use marker words in communication; strive to keep the client; take into account the usefulness of the information for the user. At the same time, it was advisable to use the following techniques: listening, concretization, sympathy, variability, communication. It was found that being in difficult life circumstances changed the attitude of most Ukrainians towards going to food establishments, which became, first of all, a space of mental comfort, a certain psychological protection, a short-term return to usual life. It was determined that gratitude, benevolence, progressiveness should, first of all, be the values of organizations in a particularly stressful environment in order to follow the rules of professional ethics.