Класифікація ризиків комунікацій під час надання освітніх послуг

Abstract

Проаналізовано суть терміна “ризик” та суміжних понять, запропоновано їх однозначне трактування. Розроблено класифікацію ризиків, які можуть супроводжувати навчальний процес на всіх його етапах. Встановлено основні причини виникнення ризиків. Охарактеризовано небажані чинники, втрати і властиві їм ризики, а також можливий спосіб оцінювання ризиків комунікації під час надання освітніх послуг. Проанализировано суть термина “риск” и смежных понятий, предложено их однозначную трактовку. Разработана классификация рисков, которые могут сопровождать учебный процесс на всех его этапах. Установлены основные причины возникновения рисков. Представлена характеристика нежелательных факторов, потерь и присущих им рисков, а также возможный способ оценки рисков коммуникации во время оказания образовательных услуг. To minimize the effect of unwanted factors and losses in the provision of educational services are important because they directly affect the level of training and their ability to carry out professional activities. Therefore, the investigation, analysis and classification of the losses and the risks involved in the learning process is an urgent task. In General, the risk is the estimated loss as a result of adverse factors that can accompany any production process and its participants, in particular the process of providing educational services. The value of the loss of information is characterized by uncertainty. And the possibility of loss of information associated with the reason, place, time and conditions of its occurrence, characterizing uncertainty. The General notion of risk is using to determine the size of the information uncertainty together with the uncertainty of its occurrence. Here risk communication is to evaluate the result of the negative impact of the loss of information caused by an undesirable factor, to achieve the purpose of communication. Evaluating loss of information possible to create the conditions for the effective management. Managing risk losses and to improve the quality of educational services. As a result of observation of the process of exchange of information was revealed six groups of undesirable factors, induced respectively by the two types of problem situations that can accompany the process of communication. We will distinguish between two kinds of problem situations, the first of which concerns the participants in the exchange of information, and the second concerns the process of information exchange between them. Overall, the above problem situations lead to a theoretically unlimited number of undesirable factors. However, in the process of researches it is established that the list of losses that are the result of adverse effects of unwanted factors is limited, and therefore is limited and the amount of risk communications. The results of the analysis of all possible communications were summarized only five of the typical losses and their risks: the risk of transportation; the risk of apperception; didactic risk; the risk of misinformation and the risk assessment. Describe more undesirable factors and the risks generated by them. 1. Undesirable factors associated with the essence of information arise due to the fact that the received listener information is essentially one that does not contain training material or the material is inaccessible to perception; entail these risks: the risk of apperception, teaching risk, the risk of misinformation. 2. Undesirable factors associated with the personality and the professional level of teacher, which is the information provider, in particular with the state of his mental and physical health, individual traits, temperament, oratory skills, professional skills, qualifications, knowledge, teaching skills and teaching abilities, as well as the motivation of these abilities to use in the process of delivering information to the listener; entail these risks administrative risk; risk of misinformation; risk assessment. 3 Undesirable factors associated with the personality of the listener who is a consumer (receiver) information, in particular, individual traits of character as psychological and physical health, motivation, training skills, advanced training; entail these risks: the risk of apperception; risk of misinformation; risk assessment. 4 Undesirable factors associated with language, which is the main communication tool and information display. As to convey to the listener information, it is crucial that there is a need to allocate a separate group unwanted factors that can arise through language barriers or barriers of the culture of speech; entail these risks administrative risk; risk of misinformation; risk assessment. 5 Undesirable factors associated with non-verbal media, which are not the main means of communication, but significantly affect the communication process. Also in this group are undesirable factors, which can occur because of related actions, deeds or circumstances accompanying the communication parties; entail these risks: the risk of apperception; didactic risk; risk evaluation.6 Undesirable factors associated with the means of delivering information from the "source" to "receiver", which are objective. Basically there is a question of the technical means by which information make it easier to understand, illustrated visually or by voice; entail such risks: the risk of transportation; the risk of misinformation. All except the last listed of the impact of undesirable factors lead to losses of educational information. The latest factor – for qualifying losses that may occur in the appraisal process level of the student. As any process of providing educational services contain a certification component, and an incorrect assessment of the level of assimilation of information by the listener makes impossible its logical conclusion, such loss must also be taken into account.