Business communication": Materials for students for testing. Tutorial. 2011.
Comp. Shutaya N.K.
Reviewer - Ph.D. Kuzmicheva N.V.
The textbook presents material that reveals the content of the discipline “Business Communication” in accordance with the State educational standard of the Russian Federation.
Consistently presented in a concise and accessible form, theoretical information on the structure, psychology and ethics of business relations, speech culture, conflict management and the basics of office work will help students of technical and management specialties to successfully prepare for the test in the relevant course.
This manual can be used by both those who want to master the skill of business communication and those who teach this skill; The manual can be used both for classroom teaching and for independent work.
1. Business communication and its features.
2. Personality in business communication.
3. Verbal and non-verbal communication.
4. Communication barriers in business communication.
5. Communication management methods.
6. Ethical standards and principles of business communication.
7. Basic forms of business communication.
8. Conflicts in business communication.
9. Documentation support for business communication.
Questions for testing.
Topics of abstracts, reports, discussions.
Used and recommended literature.
Topic 1. Business communication and its features.
Communication is the process of establishing and developing contacts between people. This process includes the exchange of information, the development of a unified interaction strategy, perception and understanding of the other person. By nature and content, communication can be formal (business) and informal (secular, everyday, everyday).
In a broad sense business conversation- this is communication between people connected by some cause, this is a process of interconnection and interaction based on socially significant activities, this is a process in which information and experience are exchanged (I.A. Sternin). But there is also a narrow understanding of business communication as a professional communicative (speech) form of activity (E.N. Zaretskaya).
In general, business communication differs from ordinary (informal) communication in that in its process goals and specific tasks are set that require a specific solution. In business communication, you cannot simply stop interacting with a partner (at least without losses for both parties). In ordinary friendly communication, specific tasks are most often not set, specific goals are not pursued. Such communication can be stopped (at the request of the participants) at any time.
Business communication today permeates all spheres of public life. Both enterprises of all forms of ownership and private individuals enter into business relations. Competence in the field of business communication is directly related to success or failure in any business: science, art, production, trade.
A specific feature of business communication is its regulation , i.e. Subordination to established rules and restrictions.
These rules are determined by the type of business communication, its form, the degree of formality and the specific goals and objectives facing those communicating. These rules are determined by national cultural traditions and social norms of behavior.
They are recorded and drawn up in the form protocol (business, diplomatic), exist in the form of generally accepted norms of social behavior, in the form of etiquette requirements, restrictions on the time frame of communication.
Depending on various characteristics, business communication is divided into:
1) oral - written (from the point of view of the form of speech);
2) dialogical - monologue (from the point of view of unidirectionality / bidirectionality of speech between the speaker and the listener);
3) interpersonal - public (in terms of the number of participants);
4) direct - indirect (from the point of view of the absence / presence of a mediating apparatus);
5) contact - distant (from the point of view of the position of the communicants in space).
All of the listed factors of business communication form the characteristic features of business speech and form certain genres of business communication.
Oral and written business speech differ to a greater extent: both forms of speech represent systemically different varieties of the Russian literary language. If written business speech represents an official business style of speech, then oral business speech represents various forms of hybrid stylistic formations.
Remote, Always indirect communication (telephone conversation, mail and fax, paging, etc.) differs from contact , direct increased attention to the intonation pattern of speech (oral communication), brevity and regulation, the inability to use gestures and objects as information carriers.
It should be noted that today the scope of business communication is expanding. Advertising and social communication are becoming an integral part of business communication. The success of an enterprise today largely depends on the ability to present one’s position in the most favorable light, to interest a potential partner, and to create a favorable impression. Therefore, new genres appear in business communication (for example, presentation speech). Managers and executives at various levels simply need to be proficient in various genres of business speech (both oral and written).
Purpose of business communication– organization and optimization of a certain type of joint substantive activity.
In addition to the general purpose of business communication, it is possible to highlight personal goals, implemented by communication participants:
The desire for personal safety in the process of social activity, which often manifests itself in avoidance of responsibility;
The desire to improve your standard of living;
The desire for power, i.e. the desire to expand the circle of one’s powers, move up the career ladder, and get rid of the burden of hierarchical control;
The desire to increase one's prestige, which is often combined with the desire to strengthen the prestige of the position held and the organization itself.
When communicating with people, we first of all focus on the characteristics of their personal make-up.
Topic 2. PERSONALITY IN BUSINESS COMMUNICATION
Personality is a concept denoting the totality of a person’s psychological qualities that make up his individuality.
The scientific definition of personality differs from the non-scientific definition in clarity and completeness; it does not contain words or concepts that require additional definition. For example, a combination of words such as “a person is a person as a member of society” cannot be considered a clear scientific definition, because it does not reveal the specifics of a person as a person (every person is a member of society). Another definition: “personality is a person as a carrier of consciousness” is also not entirely satisfactory, since it contains at least two words that require additional definition (“carrier” and “consciousness”).
A scientific explanation must indicate the conditions for the emergence or change of one or another quality of a person, for example, his abilities, needs, character. Since personality determines every action of a person, and the personality itself has a complex composition, a scientific explanation of actions presupposes an accurate indication of which components of behavior depend on certain personality qualities, for example, to what extent a person’s actions are determined by temperament, character, needs, worldview, morality and other personal qualities. To scientifically understand personality also means to establish the type and laws of combination of individual components of personality with each other.
All these issues are considered and resolved in psychological theories of personality.
They were created over several centuries by representatives of different countries. The views of scientists on the structure of personality naturally differed from each other, since they reflected personal life experience, scientific interests, and the characteristics of the country, including its traditions, customs, history and culture.
Let's consider the personality structure. It usually includes abilities, temperament, character, volitional qualities, emotions, motivation, and social attitudes.
Abilities are understood as individually stable properties of a person that determine his success in various activities. Temperament includes qualities that influence a person's reactions to other people and social circumstances. Character contains qualities that determine a person’s actions towards other people. Volitional qualities cover several special personal properties that influence a person’s desire to achieve his goals. Emotions and motivation are experiences and motivations for activity, social attitudes are people’s beliefs and attitudes.
Only gradually does social man begin to regain his autonomous existence, but at a new, higher level, which has nothing in common with the autonomous existence of animals. A person does not break away from social experience and social mechanisms for regulating behavior, but absorbs them into himself, building his inner world on this basis. Possessing an inner world, a person becomes a bearer of socially developed forms of behavior and accumulated experience. It is no longer necessary for him to live constantly in a social environment; he carries his sociality within himself. This means that he acquired a personality or became a person, which in this case is the same thing.
Thus, personality from a philosophical point of view is the ability of a person (or a person capable of) to act as an autonomous bearer of universal human experience and forms of behavior and activity historically developed by humanity. Of course, we cannot talk here about the entire experience of humanity - each individual person masters only a small part of it, which he comes into contact with in the process of his development and which he is able to master. At the same time, firstly, each new content assimilated from the outside is refracted through the structures of the inner world that have already been formed by that moment, and secondly, having been assimilated, it does not remain unchanged throughout a person’s life, but changes according to the specific laws of the dynamics of the inner world, even very little studied. By learning from others the views of something as a value, a person acquires regulators of behavior. Then a personal value arises and takes root in the structure of the personality - an ideal idea of what should be, setting the direction of life and acting as a source of meaning.
The peculiarity of the psychological approach to personality, in contrast to, for example, the traditional pedagogical approach, is its non-judgmental nature. This does not mean that there is no assessment at all, or that different forms of behavior are assessed equally. The point is that the assessment is formed after the person is perceived: first, the person and what he does are perceived objectively, and after that, separately, if necessary, an assessment is given. Traditional pedagogy, by definition, is based on the need to form certain ideal types and qualities and always looks at a specific person through the prism of this ideal, which makes it difficult to see him in himself.
Attributing a person to a certain type is not knowledge of a person; it can provide answers to some specific practical questions. For example, in a career guidance situation, where there is a very specific problem of comparing the inclinations of specific people and different types of professions, typology plays a specific practical role. In another situation (let’s take the same nosology in psychiatry), there is also a practical task to find forms of treatment, determine a regimen, etc., and here the typology works in accordance with a certain practical goal. This means that all typologies are effective within the framework of solving specific practical problems, but outside of these tasks, in themselves they do not have any independent cognitive value. If typologies and labels abstract a particular segment of personality, then more objective knowledge is associated with the study of personality in different aspects and manifestations, without reducing it to any one general designation.
Each person is not only a person, but also an individual, since in the set or degree of development of these properties he is always somehow different from other people. In the world, you probably won’t find two people who, as individuals, would be absolutely similar to each other. Individuality is what distinguishes one person from another.
Individual psychological differences
people are explained by many reasons, they have many sources. The main one is what is inherited by a person, for example, the anatomical and physiological characteristics of the body and the properties of the nervous system (the latter, for example, determine a person’s temperament). The natural beauty or unattractiveness of a person, determined by anatomical and physiological factors, can affect the formation of his character, self-esteem, level of aspirations, attitude towards people and habits. Innate properties such as imbalance and excitability can influence human behavior. Chronic congenital or acquired serious diseases can also be a source of individual personality characteristics. For example, there are known cases of abnormal personality changes in alcoholics and drug addicts that occur as a result of prolonged and excessive consumption of alcoholic beverages and drugs. A third possible source of individual personality differences may be family.
The behavior of an individual in situations that seem to be the same appears to be quite diverse, and this diversity is difficult to explain by appealing only to the situation. It has been established, for example, that even to the same questions a person answers differently, depending on where and how these questions are asked to him. In this regard, it makes sense to define the situation not physically, but psychologically, the way it appears to the subject in his perception and experiences, that is, the way a person understands and evaluates it.
The creative life and activity of people solving practical problems in the field of economic development, science, technology, culture and art require great activity and exertion of physical and spiritual strength from a person. That is why everyone who has specific goals in their life and makes significant efforts to achieve them must have strong-willed qualities.
Will- this is a property (process, state) of a person, manifested in his ability to consciously control his psyche and actions. The will is manifested in overcoming obstacles that arise on the way to achieving a consciously set goal. To act in a volitional manner, people take into account the characteristics of their activities and the conditions in which they have to act. A person enters the world as an individual endowed with certain natural properties and inclinations, which can later develop into certain abilities. This process is influenced by temperament.
The concept of “will” in psychology is used to explain people’s actions in the following main cases.
1. When a person acts contrary to his obvious, momentary interests, benefits, prevailing circumstances and psychological pressure from other people.
2. When a person persistently and persistently achieves a goal once set and does not change it, despite unfavorable circumstances.
3. When a person makes considerable efforts to overcome difficulties or remove obstacles.
4. When a person is able to control himself, his emotions and has enviable patience and endurance.
5. When, under any circumstances, a person does not lose presence of mind, hope and self-confidence.
6. When a person carefully thinks through every action, weighs it, critically evaluates its results, that is, he acts consciously, based on reason, not emotions.
In all these cases, we say that a person’s actions are guided by his will, that he is a strong-willed person. Will is what, in the absence of direct motivation (from needs), determines a person’s persistence in achieving a goal.
Temperament– a dynamic characteristic of mental processes and human behavior, manifested in their speed, variability, intensity and other features. This is the biological foundation on which the personality is formed as a social being.
The word “temperament” (Latin tempera-mentum) means the proper relationship of parts, i.e. proportion. There are no better or worse temperaments, each of them has its own positive sides, therefore the main efforts should not be aimed at correcting it (which is impossible due to the innateness of temperament), but at the reasonable use of its advantages in specific activities and leveling out the negative aspects.
Currently, there are four main physiological types of the central nervous system. These are sanguine, choleric, phlegmatic and melancholic.
Phlegmatic person- unhurried, unperturbed, has stable aspirations and mood, outwardly stingy in the manifestation of emotions and feelings. He shows perseverance and perseverance in his work, remaining calm and balanced. He is productive at work, compensating for his slowness with diligence.
Choleric - fast, impetuous, but completely unbalanced, with sharply changing moods with emotional outbursts, quickly exhausted. He does not have a balance of nervous processes, this sharply distinguishes him from a sanguine person. A choleric person, getting carried away, carelessly wastes his strength and quickly becomes exhausted.
Sanguine- a lively, hot, active person, with frequent changes of mood and impressions, with a quick reaction to all the events happening around him, quite easily coming to terms with his failures and troubles. Usually a sanguine person has expressive facial expressions. He is very productive at work when he is interested, becoming very excited about it; if the work is not interesting, he is indifferent to it, he becomes bored. Often trusting and gullible, he loves to build projects, but soon abandons them.
Melancholic- easily vulnerable, prone to constantly experiencing various events, he reacts sharply to external factors. He often cannot restrain his asthenic experiences by force of will; he is highly impressionable and easily emotionally vulnerable. He often feels that he is being neglected. His desires have a sad hue, his suffering seems unbearable to him and beyond all consolation.
Attention- this is the active focus of a person’s consciousness on certain objects and phenomena of reality or on certain of their properties, qualities, while simultaneously abstracting from everything else; This is such an organization of mental activity in which certain images, thoughts or feelings are recognized more clearly than others. In other words, attention is nothing more than a state of psychological concentration, concentration on some object.
A person cannot think about different things and perform different jobs at the same time. This limitation leads to the need to divide incoming information into parts. Trying to simultaneously follow one message and respond to another reduces both the accuracy of perception and the accuracy of the response. There are factors of internal origin that influence the selectivity of attention:
correspondence of incoming information to a person’s needs and emotional state;
The relevance of this information for him.
It has been found that words that have a special meaning for a person, for example, his name, the names of his loved ones, etc., are easier to extract from noise, since the central mechanisms of attention are always tuned to them.
There is a distinction between involuntary and voluntary attention. The first is characterized by the fact that it is directed, as it were, by itself, without the effort, desire and will of a person, to various objects. For example, if a new person appears in the company, we involuntarily pay increased attention to him. If suddenly the sound of a musical instrument is heard in the silence, then most likely it will also automatically attract our attention for a while. The appearance of a bright flash of light in our field of vision (for example, lightning during a thunderstorm) involuntarily forces us to pay attention to it.
Voluntary attention has a slightly different nature. It, firstly, does not arise apart from our desire and will, and secondly, it does not appear by itself only under the influence of an object or phenomenon on the senses. We pay attention to it of our own free will, at the request or direction of another person, by an effort of will keeping our attention on the object for some time. Voluntary attention is especially necessary where the object itself has insufficiently attractive, interesting and new qualities (for example, a trivial matter or a textbook on some uninteresting subject).
Involuntary attention is given to a person by nature; he is born with it and remains with it throughout his entire life. Voluntary attention must be trained and requires special training. When we say that we need to learn to be attentive, then by what we need to learn we mean voluntary attention, since involuntary attention is already given to us in an almost ready-made form from the very beginning of life.
Memory- this is a reflection of what was previously perceived, experienced, accomplished and comprehended by a person. Processes of imprinting, storing, reproducing and processing various information by a person occur in memory. These processes are always in unity, but in each specific case one of them is activated.
Memory can be defined as a psychophysiological process that performs the functions of remembering, preserving and reproducing material. The three subprocesses listed are fundamental to memory. They are distinguished not only on the basis of differences in their structures, initial data and results, but also for the reason that in different people each of these processes may be unequally developed. There are people who, for example, have difficulty remembering, but they reproduce well and retain in their memory for a long time what they remember. These are people with developed long-term memory. On the contrary, there are also individuals who quickly remember, but also quickly forget. They have stronger short-term and operational memory.
Speech is a system of sound signals, written signs and symbols used by humans to represent, process, store and transmit information. Speech is the main acquisition of humanity. It makes accessible to cognition those objects that a person perceives directly, i.e., with which real interaction is achievable. The language also allows you to operate with objects that a person has never encountered before. Fluency in speech is as important a prerequisite for mastering concepts as sensorimotor or visual intelligence.
There are active speech of the speaker, writer and passive speech of the listener, reader. Inner speech is very important for understanding the relationship of thought to word. Unlike external speech, it has a special syntax and is characterized by fragmentation, fragmentation, and abbreviation. The transformation of external speech into internal speech occurs according to a certain law: in it, first of all, the subject is reduced and the predicate remains with the parts of the sentence related to it.
The main syntactic form of inner speech is predicativity. Its examples are found in the dialogues of people who know each other well, who understand “without words” what is being discussed in their conversation. For such people, for example, there is no need to always name the subject of conversation, to indicate the subject in every sentence or phrase they utter: in most cases, it is already well known to them. A person, thinking, in an internal dialogue, which is probably carried out through inner speech, seems to communicate with himself.
A personality has individual traits and qualities - intellectual, moral, emotional, volitional, formed under the influence of society as a whole, as well as in the process of family, labor, social, and cultural life of a person. In communication, knowledge and consideration of the most typical traits of people’s behavior, their character traits and moral qualities become important. Business communication should be built on the basis of such moral qualities of the individual and categories of ethics as honesty, truthfulness, modesty, generosity, duty, conscience, dignity, honor, which give business relations a moral character.
Related information.
Business communication today penetrates into all spheres of public life. Enterprises of all forms of ownership and individuals enter into commercial and business relationships. Competence in the field of business communication is directly related to success or failure in any business: science, art, production, trade. As for managers, entrepreneurs, production organizers, people involved in management, communicative competence for representatives of these professions is the most important part of their professional appearance.
“Business is the ability to talk to people,” say enterprising Americans.
One of the outstanding managers of the United States, the president of the world's largest auto giant - Ford and Chrysler companies, Lee Iacocca, in his book "Manager's Career" writes: "Management is nothing more than setting people up to work. The only way to set people up to work energetic activity is to communicate with them." The specificity of business communication lies in the fact that the collision, interaction of economic interests and social regulation are carried out within a legal framework. Most often, people enter into business relationships in order to legally formalize interactions in a particular area. The ideal result of interaction and legal registration of relations is partnerships built on the foundations of mutual respect and trust.
Another specific feature of business communication is its regulation , i.e. Subordination to established rules and restrictions.
These rules are determined by the type of business communication, its form, the degree of formality and the specific goals and objectives facing those communicating. These rules are determined by national cultural traditions and social norms of behavior.
They are recorded and drawn up in the form protocol (business, diplomatic), exist in the form of generally accepted norms of social behavior, in the form of etiquette requirements, restrictions on the time frame of communication.
Depending on various characteristics, business communication is divided into:
1) oral - written (from the point of view of the form of speech);
2) dialogical - monological(from the point of view of unidirectionality / bidirectionality of speech between the speaker and the listener);
3) interpersonal - public (in terms of the number of participants);
4) direct - indirect (from the point of view of the absence / presence of a mediating apparatus);
5) contact - distant (from the point of view of the position of the communicants in space).
All of the listed factors of business communication form the characteristic features of business speech.
Oral and written business speech differ to a greater extent: both forms of speech represent systemically different varieties of the Russian literary language. If written business speech represents an official business style of speech, then oral business speech represents various forms of hybrid stylistic formations.
There are significant linguistic differences between dialogic and monologue business speech. If monologue speech gravitates more toward book speech, then dialogic speech tends toward conversational speech, which is reflected primarily in the textual organization and syntactic features of speech. Dialogical communication is primarily interpersonal communication, while public speech is monologue speech.
Remote , Always indirect communication (telephone conversation, mail and fax, paging, etc.) differs from contact , direct increased attention to the intonation pattern of speech (oral communication), brevity and regulation, the inability to use gestures and objects as information carriers.
Business communication represents a wide range of genre varieties of written and oral communication.
Written business speech, in which dialogic relationships are realized, is represented by all types of business letters, documents fixing social and legal relations - contracts (agreements), agreements and all types of related documents. Oral business speech, in which dialogical relationships are realized, is represented by the genres of business negotiations, meetings, consultations, etc.
Meetings and meetings are a special type of protocol communication, in which for the most part monologue business speech is presented, which not only has a written nature, but also exists in two forms at once - oral and written.
Today, the scope of business communication is expanding. Advertising and social communication are becoming an integral part of business communication. The success of an enterprise today largely depends on the ability to present one’s position in the most favorable light, to interest a potential partner, and to create a favorable impression. Therefore, in addition to the readable monologue speech, the practice of business communication is increasingly including prepared but unreadable monologue speech (presentation speech, ceremonial speech, opening remarks at various meetings), congratulatory letters and other etiquette texts.
Mastery of all the listed genres of business communication is included in the professional competence of a manager or leader. (See denotation graph on p. 26).
Whatever area the concept of “speech culture” refers to, it always includes three main aspects: orthological, communicative and ethical.
Orthology - the science of correct speech, language norms and their change. In the minds of the speaker and writer, a norm acts as a sample, a tracing paper, a diagram, a template according to which a word, sentence, or utterance is built. Norms are formed under the influence of the literary creativity and speech practice of a nation and are an indispensable condition for the unity of the language and the normal functioning of the language system. They are codified, i.e. described, fixed as a model in dictionaries, reference books, textbooks.
Codified norms of a literary language are those that all native speakers must follow, and the concept of normativity includes the scope of language use. The assignment of options to various spheres and forms of language use is determined by the principle of communicative expediency. What is normative for written speech (complication of syntactic construction with participial and participial phrases) is non-normative for oral speech.
Often a norm acts as a double standard - mandatory and permissible options. For example, in the practice of oral business communication, the colloquial form d O talk - agreement A supplants the book version Great Danes O r - dogs O ry.
The variability of the norm is the reason for its change, and the rate of change in the norm is different for different levels of language. Grammatical norms are considered the most conservative. The grammatical structure of the Russian literary language has remained virtually unchanged since Pushkin's times. Phonetic norms, on the contrary, are very flexible. The word “marketing”, which recently entered Russian speech, already has pronunciation options that have been established as acceptable: m A marketing and brand e ting.
Correct speech - This is a basic requirement of speech culture, its basis.
Is it important to master the norms of the Russian literary language for a person whose daily practice is business communication? This question can only be answered unequivocally in the affirmative. Because a person with a low level of speech culture, who does not know how to clearly express his thoughts, who makes mistakes in his speech, is doomed to communication failures, and often finds himself in an awkward position. Literacy in the broad sense of the word is an indispensable condition for success in business communication.
It is especially important for a manager, executive, or municipal employee to imagine the normative aspect of the language of documents and oral business speech.
The normative aspect of speech culture is one of the most important, but not the only one. It is possible, without violating the norms of the Russian literary language, to make a repulsive impression on your interlocutor. You can cite a large number of different texts, including business texts, impeccable from the point of view of normativity, but not too intelligible.
Language has a huge arsenal of tools. They must be used taking into account the sphere, situation, tasks and genre of speech and be mobilized to achieve the communicative goal. The communicative aspect of speech culture examines these issues.
What in modern linguistics is called the communicative aspect of speech culture was known back in antiquity as one of the revered sciences - rhetoric. At first, rhetoric was the science of oratory, “the ability to captivate souls with words” (Plato). Then rhetoric began to be understood as the science of good speech, highlighting such qualities as accuracy, clarity, expressiveness, logic, purity, appropriateness. All these qualities are interconnected. Accuracy, achieved through the correct use of words and organization of speech, provides such qualities of speech as clarity, accessibility. Logic speech is closely related to accuracy, which is, as it were, a “precondition” for logic. This communicative quality of speech is associated not so much with word usage, but with the syntactic organization of the utterance, which should ensure consistency in the assimilation of the expressed thought, its consistency.
Purity And relevance speeches, in turn, are closely connected with each other. The selection of words in accordance with the goals and conditions of communication is determined by the requirement of purity and appropriateness of speech, which presupposes knowledge of the styles of the literary language. Thus, an abundance of terms and cliches, standard expressions are characteristic of written business speech, but are completely uncharacteristic of colloquial speech. All these communicative qualities of speech are characteristics of correct and skillful speech.
Nowadays, modern rhetoric, or neo-rhetoric, is primarily the science of effective speech, the ability to achieve a set goal by means of speech. This involves taking into account the psychological and ethical aspects of communication.
The ethical aspect of speech culture is represented by the linguistic discipline - speech etiquette. Speech etiquette studies special speech means of regulating social and interpersonal relationships: speech etiquette formulas, etiquette texts and rules for their use, as well as rules of speech behavior in certain conditions.
Etiquette standards of behavior are national in nature. What is a sign of respect in European countries (when meeting, inquire about the health of your wife and loved ones), in Muslim countries can be perceived as an insult.
Business communication very often not only includes etiquette communication, but necessarily provides for it. There are special etiquette genres of business communication: expressions of condolences, gratitude, congratulations. Leaders, managers, and employees must know well and adequately use the means of speech etiquette, since the result of business communication largely depends on the successful use of these means.
“You are greeted by your clothes, but seen off by your mind,” says Russian folk wisdom. Moreover, the word “intelligence” means the ability to communicate and get along with people. Words spoken at the right time and at the right time were called “golden” by the people.
Thus, speech culture is the use of the means and capabilities of language that are adequate to the content, setting and purpose of the utterance while observing language norms.
The high speech culture of a manager or leader is manifested in knowledge of the requirements for the language of documents, and the ability to choose from the richest arsenal of speech means of business writing necessary for composing a text, conducting a business conversation, and being able to convince that one is right.
An indicator of a manager’s linguistic competence can be considered his ability to “translate” information from one type of speech to another (from the language of reference genres to the language of oral spontaneous speech), to collapse and expand it, i.e. perform the operations of nomination*, verbalization*, thesis*, paraphrasing*, summarizing*.
Proficiency in etiquette, tactical techniques for conducting business negotiations, meetings, and genres of public monologue speech are also among the necessary speech skills of a manager.
It is easy and pleasant to talk to a person of high speech culture. If this is a business person, he succeeds in various contacts and negotiations, he manages to convince people that he is right and influence his interlocutors, he can draw up or edit a document himself, write a letter of gratitude, a congratulatory letter or a presentation speech. And these are all the most important components of the professional appearance of a business person.
Today, the sphere of commercial and administrative-legal relations has attracted huge masses of people with different cultural, educational levels and social status. Naturally, they are carriers of various types of intranational speech cultures.
ABOUT. Sirotinin and V.E. Goldin in their works presented a typology of intranational speech cultures that coexist in business communication and are directly related to the general educational and general cultural level of speakers and writers.
The highest type is elitist type of speech culture. The speech of a representative of an elite speech culture is not only impeccable from the point of view of compliance with language norms, it is distinguished by richness, expressiveness, argumentation, logic, accessibility, clarity of presentation, etc.
No less important for an elite speech culture is strict adherence to all ethical standards of communication: adherence to the principle of politeness and cooperation in the process of dialogue, the absence of rude, especially obscene, expressions, the absence of “notes” of categoricalness and a raised tone of communication, especially with subordinates.
A representative of an elite speech culture must master all functional styles of the Russian literary language: official business, scientific, journalistic, colloquial. This means that a business person, for example, can with equal ease write a scientific report or article, speak at a press conference, give an interview, write a presentation speech, congratulations, address, not to mention professional speech activities - drafting documents, holding meetings, negotiations, business meetings, etc.
“We can say that elite speech culture is the art of using language, all the wealth of its capabilities with the strict appropriateness of this use,” they write in one of the works of O.B. Sirotinin and V.E. Goldin*.
*Goldin V.E., Sirotinina O.B. Intranational speech cultures and their interaction // Questions of stylistics. Issue 25. Problems of speech culture. Saratov, 1993. P.10.
It is clear that elitist speech culture characterizes only a few representatives of our society. In the practice of studying business oral and written speech, the author of this book has not recorded this type of speech culture. But this does not mean that it is absent from business speech and, moreover, it does not mean that one should not strive to master it. It is this type of speech culture that constitutes the subject of training.
Average literary Speech culture is also a fairly high type of speech culture. It is characterized by less strict adherence to all norms, but errors in oral and written speech are not systematic.
Unlike the bearers of an elite speech culture, who actively master all styles, the bearers of an average literary speech culture usually actively master only one or two styles (for example, business and colloquial), while the rest are only passive.
Average literary speech culture is characterized in part by a mixture of norms of oral and written speech - when book cliches, participial or adverbial phrases are used in oral speech, and when colloquial constructions and jargon penetrate into written speech, in particular into the language of documents.
Unlike elitist, average literary speech culture is not a standard one, however, this type of speech culture is the most widespread in all spheres of our social life. This type of speech culture represents the speech of the majority of television and radio journalists. Hence the replication of errors such as " kv A rotal", "in A lovy", " uh expert", "provide e nie", "noting that", "conversation on economics", "calculation on slabs" and so on.
Average literary speech culture is characterized by lax compliance with etiquette requirements: a transition to You-communication at every opportunity, a low frequency of use of etiquette formulas and etiquette lexemes, the latter being represented by a very limited set ( "thank you", "hello", "goodbye", "sorry"). This type of speech culture cannot in any way be the subject of training.
Literary-colloquial speech culture and familiar colloquial Speech culture can be a type of elite and average literary speech culture if communication takes place in an informal setting, in the sphere of closely related, closely friendly communication.
These types of speech culture allow the use of reduced vocabulary: jargon, colloquial expressions, swear words, with general adherence to orthological norms.
These same types of speech culture can be independent, unique for a native speaker, if he does not take into account the factor of formality of communication, using, for example, words of farewell in formal conditions: bye, be instead of the commonly used ones: goodbye, all the best, all the best. The latter is typical for carriers of a familiarly colloquial culture. Even lower types of intranational speech cultures include vernacular And professionally limited speech culture.
Aware of the inferiority of their speech culture, speakers of vernacular often include foreign and book words in their speech without taking into account their lexical meaning: You can’t reach an agreement without consensus; we can manage without your contingent; specifically did and so on.
As a rule, speakers of vernacular culture are unaware of the existence of dictionaries and reference guides that could help them adequately use vocabulary and correctly construct phrases and sentences.
Errors in the speech of representatives of low types of speech cultures are systemic in nature. Moreover, in oral speech accentological and lexical errors predominate, and in written speech - grammatical, spelling and punctuation errors.
In business communication, vernacular in its pure form is extremely rare, and professionally limited speech culture - quite often. It is characterized by everything that is characteristic of low types of speech cultures: systematic orthological violations, non-distinction between the spheres of You - and You - communication, non-distinction between stylistic layers of vocabulary (jargonisms are not recognized as such), lack of proficiency in monologue speech, lack of conscious use of speech means - in short speaking, linguistic limitations and inferiority of speech consciousness.
Do these types of intranational speech cultures interact? Undoubtedly, they experience mutual influence and form hybrid, marginal varieties: the average literary one interacts with lower types of speech cultures - familiar-colloquial, professional-limited, vernacular. And such marginal formations, according to our observations, prevail in business speech.
Does a future manager, executive, or municipal employee need to know these types of speech cultures? In our opinion, it is certainly necessary, because an accurate qualification of the interlocutor’s speech culture will help to choose the right strategy for speech behavior and avoid communicative shock when carriers of high and low types of speech cultures collide.
In this chapter, it is necessary to note the general process of reducing the level of speech culture of society, which has not yet been stopped. Linguists have been sounding the alarm for ten years about dangerous trends in the weakening of language norms. The statements of many famous cultural and scientific figures in our society are permeated with anxiety about the state and fate of the Russian language. D.S. Likhachev, A.I. Solzhenitsyn, academician E.P. Chelyshev and many others spoke out about the need to preserve the purity of the national heritage - the Russian language, the existence and improvement of which is an indispensable condition for the existence of the nation.
The term “speech behavior” denotes the entire set of speech actions and their forms, considered primarily in the social and communicative aspect. For a manager and manager, these are speech actions that are necessarily performed by him in professional business communication. Outstanding linguist T.G. Vinokur wrote that “speech behavior appears as a person’s calling card in society.” Let us cite the formulation of J. Austin, one of the developers of the theory of speech acts - “word as action” - i.e. a word is an action under certain conditions in relation to a certain addressee.
The effectiveness of speech is felt to the greatest extent in business communication: in written form it represents the language of documents that guide people’s actions, in oral form it is dialogues in the process of which the opinions and interests of groups of people collide, general principles of interaction and specific plans for cooperation are developed, ways out of conflict situations.
According to the traditional definition, a manager is a manager, agent, broker who ensures the intra-structural activities of an enterprise, establishes relationships with partners, clients (suppliers) or studies the sales market.
The social roles in which managers find themselves are determined by the types of their contacts with other people: “producer” - “consumer”; "seller buyer"; "client" - "customer"; "manager" - "subordinate".
Thus, intrastructural activity determines the distribution of social roles "manager" - "subordinate", foreign trade activity - "seller" - "buyer", "client" - "customer".
Each social role requires a special type of speech behavior. With the emergence of new economic relations, these types of speech behavior have changed dramatically. Ten years ago it was possible to manage only by directive methods, however, even then such a method was ineffective. Today this is impossible in principle. Directive speech acts remained in business communication in the genres of organizational and administrative documentation: orders, resolutions, instructions. Otherwise, business communication is based on the principles cooperation, consideration of mutual interests, parity And equality in hierarchical relationships. Not administration, but openness to contact and stimulation of subordinates, not opposition of interests of “buyer” and “seller”, “client” and “customer”, but the desire to identify common interests and search for a consensus solution - this is the basis of the speech behavior of a modern business person.
The central principle of speech behavior in business communication, therefore, is the principle of cooperation, implemented according to the theory of G.P. Grice's seven maxims (principles of conduct):
maxim of tact;
maxim of generosity;
maxim of the relevance of a statement;
maxim of completeness of information;
maxim of sympathy;
maxim of agreement;
maxim of modesty.
Not all of these maxims can be realized in one speech act: it is not always necessary to agree with the interlocutor, to show him sympathy, but a leader of any rank must be tactful, correct, and respect the interlocutor’s right to receive accurate and complete information and to express it.
The basic principle of modern business communication is that initially communication is based on the definition of the interlocutor as a partner, an equal participant in the dialogue, regardless of his social position and his communicative position.
Not " Bring me the documents" A " Please take the folder with documents" - a civilized leader will say when addressing a subordinate.
Formulating orders and requests in interrogative form formally gives the subordinate the right to choose and removes the emphasis of administration from hierarchical relationships. The willingness to admit your mistake, apologize, provide a favor, and settle minor misunderstandings is just as natural for a well-mannered person in business communication as in everyday business.
Replacing direct speech acts with indirect ones (not " You need to solve the problem with paying for our services before November 13th," A " We would like to receive information from you about debt repayment by November 13th") is a sign of a fairly high speech culture, a conventional code of civilized communication not only in Russian, but also in other languages.
Compliance with the basic principle of cooperation is the most important postulate of the speech behavior of a business person and determines the choice of speech means depending on the communication situation.
The concept of “speech situation” is a basic concept of linguopragmatics - a science that studies how a person uses language to influence the addressee (perceiver of speech) and how he behaves in the process of verbal communication.
What determines the characteristics of a person’s speech and speech behavior? As it turned out, from many reasons and factors. The combination of these factors is called the speech situation. Its main components are the external and internal conditions of communication, the participants in communication, and their relationships.
The general scheme of a speech situation can be presented as follows.
In addition to the main factors identified in this diagram that influence the characteristics of business speech and the speech behavior of communicants, one can also identify factors such as the degree of familiarity, the degree of distance of the communicants from each other, the presence of observers, etc. However, these factors determine the quality of business speech not to the same extent as the main factors or components of the speech situation.
Let's look at them. The official setting implies a special legal significance of business communication. This is due to the fact that specific people - individuals - not only represent the interests of legal entities (firms, enterprises), but also act on behalf of legal entities in business negotiations and during business meetings.
Official communication takes place in the office space - office, reception area, conference room, etc.
Official communication can also be intracorporate, for example, protocol business communication, represented by the genres of meeting, conference, and board of directors.
An official setting requires compliance with appropriate etiquette norms of speech behavior:
Mandatory two-way communication in relation to the interlocutor of any age group and any social status;
Strict adherence to the etiquette framework of communication (words of greeting and farewell);
Using etiquette standard politeness formulas ( “Please be kind”, “Please be kind”, “Please allow me...” etc.).
The official situation places demands on the lexical composition of speech, which should not include swear words, slang, colloquial words and dialectisms.
There are requirements regarding the pronunciation of words. The official situation determines the choice of a literary type of pronunciation, rather than muttering, tongue twisters, or careless phonetic design of speech. Not [hello"], but [hello", not [when], but [when].
The main tone in strict official relations is calm, restrained; in less strict official relations, the main tone is calm, friendly, and welcoming.
In an informal setting, presentations, anniversaries, business meetings take place outside the walls of an institution or office, for example in a restaurant, at home, and everyday communication in the work team. In such an environment, interlocutors feel much freer in choosing speech means than in an official setting. This means that speakers are guided by the same rules and norms of speech behavior as in everyday life:
You - or You-communication is selected depending on the degree of acquaintance, age and position of the interlocutor;
Words of greeting and farewell are used;
The use of etiquette formulas can be kept to a minimum.
Less strict requirements for lexical selection do not, however, exclude the undesirability of using the same lexical layers that are undesirable in official communication.
The same can be said regarding pronunciation norms.
The determining factor in an informal setting is the degree of familiarity. A conversation with a stranger or unfamiliar person imposes essentially the same etiquette requirements as official communication. Even the presence of a “stranger” person (visitor, client) requires people in the same room to switch to the rules of official communication.
The exception is municipal employees of all ranks, employees of ministries and departments. For workers in the listed specialties, official communication is the only type of business communication. The corporate culture of government officials, law enforcement agencies and ministries does not provide for an informal environment of business communication as a working environment. The strictness of hierarchical relationships does not provide for the possibility of using You-communication during working hours.
Factor addressee V business communication is no less important than the terms of communication. Destination - the person to whom the speech is addressed (addressed). The communicative tactics and choice of etiquette means will depend on what role and communicative relationship the speaker or writer (addressee) enters into with him.
The areas of management implementation involve the manager fulfilling various social roles, which are determined by:
External production relations of the company (organization);
Administrative activities;
Commercial relations.
Entering into relationships “manufacturer” - “consumer”, “manager” - “subordinate”, “partner” - “partner”, manager, leader determines for himself the principles on which the relationship is built, and, depending on them, develops a communication strategy .
Target settings are determined and grouped depending on the chosen leading principle of communication in a particular field (professional field of management). Currently, the priority is the principle consensus in partnerships, responsiveness in market relations and equality in corporate relations.
The general principle of politeness does not exclude the richness of specific situations in which it is necessary to differentiate speech means. When choosing a message, for example, the most important criterion is the social status of the addressee.
Dear Nikolai Stepanovich!
Dear Mr. Coutu!
Dear Alexander Sergeevich!
The designation of the social status of the addressee can be verbal and non-verbal (indicated using intonation).
Indices of social status are official position, social status, financial status, and merit. According to the Russian tradition, gender differences are not emphasized in business communication, i.e. a woman, with equal social status, has the same advantages as a man.
During the years of Soviet power, a tradition of reverent attitude towards the “boss” developed. High official position ensured ingratiation and even servility on the part of subordinates or people of lower position. Official position is still the main thing in determining social status, but the tone of attitude towards high-ranking officials is changing today. Of course, the personal merits of the addressee of the speech are also taken into account.
A person's social status and social role may not coincide. In the era of market relations, organizations in hierarchical relationships, for example, parent and subsidiary companies, often act as partners.
The social role largely determines the nature of the interlocutor’s communicative expectations, which cannot be ignored. If you are a boss, when communicating with you, your subordinate expects you to be correct, polite, caring, sometimes patronizing, and always respectful. Aggression and the desire to attribute miscalculations and mistakes to a subordinate are a violation of the manager’s norms of verbal behavior. Such symptoms of lack of mastery of the social role of a leader, unfortunately, have not yet been completely eliminated.
Communication “on an equal footing” with a subordinate is a necessary condition for creating a cohesive team that can survive in a competitive environment.
Communicative roles, unlike social ones, are changeable. The same person in the process of dialogue (polylogue) acts as an addresser, addressee and observer.
Addressee - initiator of dialogue, speaker, writer, active communicator. This is certainly a tactically advantageous role. The addressee sets the tone, pace and thematic program of communication. It is not for nothing that the verbal activity of managers, the ability to direct a conversation and regulate, which is especially important, its time frame, are valued all over the world.
The initiator of speech has the undeclared rights of the “director” of communication. As a rule, he finishes it. This does not mean, however, that the addressee's position is a passive position in the dialogue. Business communication requires not only increased attention to what is being communicated, but also a number of mandatory speech and mental operations in the process of speech perception:
1) control of the volume of information reported;
2) control of understanding;
3) summarizing;
4) definition;
5) adjustment of positions. All these operations are implemented using reactive replicas:- Yes; - So-so; - Of course; - If I understand you correctly...; - What do you have in mind?; - In other words, do you think that...? and so on.
With the help of these same reactive remarks that are mandatory in dialogue, the addressee can intercept the speech initiative, changing the communicative role to the role of the addresser. More details about this can be found in Chapter IV of the book.
The position of an observer is also the position of an active participant in communication. Even without participating in the dialogue, the observer influences its course.
Thus, the presence of a visitor in the office suggests that internal corporate issues are resolved quickly, without unnecessary detail.
Thus, passive participants in the communicative process in business communication simply do not exist. Listening, according to psycholinguists, is a more intellectually intense process than speaking. Therefore, lecture schedules include breaks, and an experienced lecturer knows that after fifteen minutes during the lecture itself, it is necessary to do “discharges” so as not to lose contact with the audience.
Speaking about communicative relationships, one cannot fail to note the importance of the personal-subjective factor. When communicating, we convey not only objective information, but also our attitude towards it and the interlocutor. This latter largely determines the interlocutor’s reaction to certain speech actions. The demand for sociable, pleasant managers and advertising agents is an economic strategy and policy in modern business.
Factor goals connects the positions of the speaker and the listener in a single communicative process.
In business communication, goals can be urgent and long-term, implemented in plans for long-term cooperation.
Maintaining business contacts, informing and influencing the addressee in order to make a specific decision - these are the main types of goals pursued by addressees in the fields of business and management.
Maintain business contacts, i.e. Constructive business relationships are possible only on the basis of positive mutual emotions - trust, sympathy, goodwill, respect, etc. For this purpose, congratulations, condolences, invitations to celebrations, letters of gratitude, etc. are sent.
Informative letters, calls, faxes, sending catalogues, price lists, product samples, reports realize the second type of goals - to inform the addressee about the state of affairs, about the possibilities and terms of the transaction, etc.
Instructions, rules, orders, instructions, demands, complaints, requests, both in written and oral form, realize the goal of influencing the addressee and inducing him to commit a particular act.
Often the listed goals are combined within one text, for example a letter of request, which begins with a description of the state of affairs, i.e. starts with information and ends with a request.
There can be an infinite number of specific speech situations, but there are their typical features, knowing which you can easily navigate in any of them and choose the necessary speech means to achieve the goal of communication.
Features of speech situations in the field of business relations are assigned to the genres of oral speech (business negotiations, work meeting, telephone messages, etc.) and to the genres of written speech (contract, business letter, license, rules, etc.). In each genre, the use of language has its own characteristics, but the fundamental differences are associated with a change in the form of linguistic expression, therefore we believe that information in written business speech needs to be “translated” into spoken language.
Linguistic terms:
Speech act- the basic unit of speech behavior that realizes the speaker’s single-speech intention (request, advice, proposal).
Nomination- naming, introducing a new concept into speech.
Verbalization- translation of information from the language of diagrams, numbers, symbols to the verbal level.
Testing- a summary of the message, text in video sections.
Paraphrasing - conveying someone else's words in your own words for the purpose of explaining and clarifying information.
Summary - a brief summary of the essence of what was written or said; brief conclusion, final summary of a speech, report, etc.
Accentological - associated with the placement of stress in a word.
Control questions:
1. What are the specifics of business communication?
2. What are the components of speech culture?
3. What types of intranational speech cultures do you know? Which of them predominate in business communication?
4. Name the basic principle of verbal behavior in business communication.
5. Define the speech situation. What are the main components?
6. Consider the denotation graph and name the speech genres that a manager, sales manager, or marketing specialist should master.
Denotation graph 1.
(From the book: Lapinskaya I.P. Russian language for managers: Textbook. Voronezh: VSU Publishing House, 1994)
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Compliance with the ethics of business communication is the basis of a successful team. Relationships built on the rules of professional ethics and mutual respect create a comfortable working atmosphere and maintain motivation in the team.
The article presents the basic principles of business communication ethics, tips and rules that will be useful to both employees and managers.
To have such self-control as to respect others as oneself and to treat them as
how we want to be treated is what can be called philanthropy.
Confucius
What it is?
Business communication, like any other, needs regulation. Business communication etiquette is a set of public and unspoken rules for those who have to work together every weekday.Without regulated norms, business communication turns into a chaotic exchange of information. Each person perceives the world around him, his colleagues, managers and subordinates in his own way.
To ensure that different worldviews do not interfere with work and force everyone to speak different languages, it is important to observe the etiquette and culture of business communication. This applies to both relationships within one team and external contacts (between employees of different departments or branches, between an employee and a client).
Rules and basic principles of business communication ethics
Ethics of business communication has first of all a practical goal. Compliance with it greatly simplifies the work of the entire team as a whole and each employee in particular, since acting in accordance with generally accepted patterns is easier and faster. This will ensure that employees know what to expect from each other. This step helps improve overall productivity by freeing employees from thinking like, “What did he mean?” The second task of business ethics– create a working atmosphere in the team in which all the time is devoted to business, and the right amount of time is given to fun. Moral comfort plays a larger role in life than physical comfort, and by following business ethics, employees will always feel comfortable in terms of job satisfaction.
Moreover, the moral side of business ethics also affects productivity: an employee who feels comfortable in the workplace will be more committed to the company and will strive to do his job better. A pleasant atmosphere, achieved through adherence to ethical principles of business communication, makes employees strive for excellence in their work.
We offer for viewing a video review of 5 basic rules of etiquette in business communication according to D. Carnegie:
Basic types of business communication
There are three main types of business communication, they are based on the generally accepted hierarchy within the team.
So, business communication can occur:
- "Top down";
- "Down up";
- "Horizontally".
It is important to be fair to employees, colleagues from other companies and clients with whom you work. This, for example, implies that it would be unethical to ask your interlocutor about his personal affairs, especially about his problems, just because it interests you.
The rules common to all apply to business telephone etiquette. “Hello” or “yes” are inappropriate greetings for a business person. You should politely introduce yourself, state your position, the name of the company, department.
When talking on the phone, you need to be careful; if this is your first time talking to a person, be sure to remember his name and patronymic and use them. You should always express your thoughts clearly and concisely. If, for good reasons, you cannot maintain a conversation, you need to apologize to the interlocutor and offer to contact him later.
Communication "superior-subordinate"
The boss is “higher” than the subordinate
Or "top to bottom". Any good leader should try to create a comfortable atmosphere in the team. It is the self-discipline of a leader that is the most powerful motivator and example for subordinates.
Therefore, it is first of all important for people holding leadership positions to comply with the ethical rules of business communication.
Advice: The effective work of the entire company begins with the self-discipline of the leader. Only by learning to manage yourself can you manage other people. Familiarity, being late, and postponing decisions “for later” should disappear from habits. All this will help strengthen your authority and win the favor of your employees - everyone wants to strive for a bright future with an ideal leader.
The manager is the one who manages the work process and gives orders.
You can do this in several ways, including:
- Order;
- Request;
- Question or request;
- Call for a volunteer.
A request is the most common form of order, especially if the team has already established fairly trusting working relationships. In response to a request, the employee can give his comment if necessary. The manager can also present the request in such a way that it is equivalent to an order, while the tone remains friendly.
Question usually asked to those employees who have shown themselves to be competent and proactive people, the same applies to calling a volunteer.
Advice to the manager: it would be a good idea to study your subordinates to find out which of them adequately perceives questions. For example, a qualified subordinate who is enthusiastic about his job and has earned the trust of his manager can give good advice on how to solve a particular problem. An employee who is uninitiative and unscrupulous is more likely to see the issue as a weakness of the manager and a reason to shirk work.
Also, subordinates always appreciate justice. So the reward should always be adequate to merit, just as the punishment is adequate to failure. At the same time, the mistakes of employees should not be left completely unattended - such behavior can show the manager as inattentive or tell the employee that he can work carelessly, shirk and go unpunished.
Among other things, the boss must show his subordinates that he respects and values their opinions and contributions to the common cause, and in this case he will achieve reciprocal loyalty.
Communication "subordinate-boss"
Of course, all subordinates must follow the rules of business communication. A good employee, like a manager, is interested in establishing and maintaining a comfortable atmosphere in the team, therefore, within the framework of the ethics of business communication, one of the tasks of a subordinate is to help the manager maintain it.
Under no circumstances should a subordinate try to manage his manager; this is a manifestation of disrespect, non-compliance with hierarchy and, accordingly, a violation of the norms of ethical business communication. Subordination should always take place: you can express your opinion in a correct form, but you cannot point it out to your boss. By the way, in this case, the ethics of network communication is no exception. It may seem that some of the rules of ethics can be neglected in online correspondence, but this is not so. There is still a boss on the other side of the screen, and you need to behave with him accordingly.
It is not recommended to be categorical with your boss. It is not necessary to always agree with him, otherwise you may seem like a flatterer. But you shouldn’t constantly argue with management. Here it is important to find a fine line and show that the subordinate respects the leader, has an inner core, and a strong character. Such employees are valued and trusted as loyal and reliable people.
I always ask helpers to share their difficulties; I always try to support them,
of course, if they are willing to admit that they have problems.
J. Soros
If the company has senior management, then you should not contact them without going through your immediate superior. This is a direct demonstration of disrespect for the leader; this can cast doubt on the manager’s competence, which can negatively affect relationships within the entire team.
It would be reckless not to mention The main weapon of some employees is lies. If an employee allows himself to lie in the workplace, promise to complete all tasks (with subsequent failure), talk about how he did something that he actually did not do, it is rare that a manager will deny himself the pleasure of getting rid of such an assistant. Honesty and trust are the basis of business communication. Adhering to these principles, an employee can go even further than planned, but if you try to be cunning, then you only have yourself to blame.
Employee-employee communication
In this case, first of all, you need to pay attention to what, in essence, determines the relationship between employees: their rights and responsibilities. They must be clearly distributed among colleagues, otherwise a conflict will inevitably arise. Everyone should mind their own business, even if their work overlaps with other employees.
Often, business rivalry or competition occurs between employees, during which they try to achieve, for example, a promotion. Here it is necessary to understand that personalization is unacceptable. Respect should be valued above all else. Business communication etiquette during presentations, in particular, presupposes that a colleague should not be interrupted or interrupted. All questions and objections can be expressed in a correct form after the presentation or during the specially designated question period.
Also, you should not take on more than you can fulfill; you should not make promises that will not be kept. You need to adequately assess yourself, your capabilities, as well as the capabilities of your employees.
The most important part of any business is business communication, therefore, knowing the rules of business communication and implementing knowledge in the process of business negotiations is mandatory, since in the process of doing business in the modern world, relationships take a huge amount of time. At the same time, it is not enough just to communicate politely and kindly; it is necessary to know and apply in business negotiations the rules of conducting a business conversation, as well as the rules of public speaking. By following the rules of business communication, you show your professionalism, and this quality is a necessary condition for successful business development. By violating the rules of business communication, you can destroy mutual understanding between partners and counterparties, which will lead to a severance of contacts.
We list the rules of business communication that are of paramount nature:
1. An important condition for business communication is punctuality. Punctuality in business characterizes your respectful attitude towards your own and other people's time and facilitates communication. An important step in ensuring punctuality is planning.
2. Equally important is not being verbose. At the same time, aspects related to both the company’s activities and the personal lives of colleagues may be superfluous. Try to speak to the point, clearly, but briefly enough.
3. Respect for the opinions of partners and colleagues is an equally important condition on the path to achieving success in any business. Curiosity and selfishness, intolerance or the desire to build a career at someone else's expense only bring disappointment and failure. Respect for the opinion of the interlocutor, the ability to listen to him, as well as to hear and understand is the key to success. If you did not answer the words or question of your interlocutor, then you grossly violated speech etiquette.
4. It is equally important to write and speak in the correct language. The ability to conduct a conversation allows you to involve, interest in your ideas, and, consequently, bring them to life. This ability is essential when forming business relationships and contacts.
5. Before taking part in a conversation, you must clearly formulate the purpose of communication. Use speech variety by choosing the right words for a specific situation.
6. Maintain composure and self-control, monitor your expressions of feelings and emotions. Do not respond to rudeness with rudeness; by stooping to the level of a poorly educated opponent, you will demonstrate your lack of speech culture.
1. When communicating with your interlocutor, stick to your speech habits. Do not adopt the communication style of your interlocutor, as you lose your individuality by imitating someone else's communication style.
8. The rules for conducting a business conversation, in addition to business qualities, also include the style of your clothing - dress code.
Therefore, the skill of eloquence and the basic rules of public speaking must be constantly improved. The rules of business etiquette can open the way to success; you just need to know and use them.
In order to successfully speak in front of a mass audience, you need to prepare a plan in advance and draw up the main points of your speech.
It is advisable to avoid a didactic tone when speaking.
Try to convey your own concern for the points being voiced, using the correct intonation.
Speak simply and intelligently.
Interest the audience, convince them that you are right, using verifiable arguments.
Eliminate boring cliches from your speech.
When concluding a public speech, it is effective to return to the beginning of the speech, as well as re-emphasizing key points.
Despite the fact that the rules are quite simple, many still do not follow them when negotiating or forget about them, getting carried away by a lively discussion.
41) Personnel planning: concept, goals, features in a tourism enterprise.
P occupies an important place in personnel management. Managers must plan for staffing needs in advance. This P provides many advantages to companies that use it. Firstly, it provides purely financial benefits, and, secondly, it increases the prestige and image of the company. Personnel planning includes an assessment of the available workforce, an assessment of future needs (number of people, their level of skill and capabilities, personal characteristics and career prospects), as well as a workforce development program. Such a planning process will make it possible to establish the qualitative composition of personnel and their professional and qualification structure.
The HR process is a multi-faceted process, but the main work is divided into the following stages:
1. Demand research. Here the need for types of work and types of employees is determined based on the analysis and design of jobs, taking into account the time factor. The main task is to predict the structure and number of personnel in the future period in accordance with strategic plans for the further development of the enterprise and constantly changing external and internal conditions.
2. The study of the proposal is carried out:
Within the enterprise (internal offer): assessment of available human resources based on monitoring, the main thing of which is to study the composition of personnel, quantity, quality, classification and structure of personnel.
By researching the labor market in specialties, professions of interest to the enterprise, personnel training systems to determine sources of recruitment in the future.
3. Formation of net personnel requirements by comparing the total personnel requirements and internal supply. Here it is important to compare the result of the demand and supply forecast for each planning period, determine the difference between demand and supply in terms of quality, quantity and structure, and thus obtain the value of the net need for individual positions and jobs.
4. Develop policies and measures to match supply and demand. Tools acc. are largely determined by the overall strategy of the enterprise for a certain planning horizon.
Here comes the creation of various specific plans to ensure that supply and demand match in each planning period. The main tools are planning of recruitment and selection of personnel, promotion and rotation policies, training and development programs, strengthening motivation, and in some cases it may be necessary to reduce the company’s personnel through dismissal, retirement, reduction of work and working hours.
Naturally, the planning process does not end there; the plan must be constantly adjusted, information about the progress of its implementation must be monitored, and its implementation must be monitored. The specificity of personnel planning, as well as the entire planning system at tourism enterprises, is that most indicators and forecasts will be determined by the accuracy of the development of a marketing strategy. As you know, one of the characteristic features of the tourism market is high elasticity and variability, and therefore the planning horizon is MAX 3 years with a detailed study of the various seasons. As a tool for coordinating supply and demand for personnel at tourism enterprises, the approach of attracting temporary workers during peak periods is common. Thus, summer resorts, hiring part-time staff to work in the summer, reduce it during the off-season. Part-time employees give the organization flexibility to meet the level of demand. During periods of low demand, staff training may also be planned.
