The posture, gestures, signs of attention rendered to a business partner matter and carry a semantic load. Even silence is part of the interaction. Businessmen do not forget that they communicate with partners, even if the topic of conversation shifts to an area that is not related to the case.
Communication rules
The more competent a person behaves in a professional environment, the better others treat him.
5 rules of communication in a business environment:
- Commitment to mutual understanding
Business communication is aimed at finding a compromise. It is customary to be ready, open to the perception and exchange of information with a partner. It was unethical to provoke the interlocutor into a conflict or avoid contact. Attention, respect and interest in the speech of the interlocutor is expressed in a look, gestures, the ability to listen without interrupting.
- Speech should be clear, legible, unhurried and non-monotonous.
In general, any extremes in speech should be avoided. When a person speaks too quietly, indistinctly, quickly, or, conversely, too slowly, his speech is hard to perceive, becomes incomprehensible and unpleasant.
In addition, if the subject speaks moderately loudly and extremely clearly, his partners get the impression that he is a mature person and a self-confident person.
- Thoughtfulness of speech
The speech must be composed, but rather written down. Before starting a conversation, business people note for themselves topics and issues that require discussion. The report or public speech is built according to the plan, the introduction, main part and final conclusions, results are signed.
- Ability to ask both open and closed questions
How the question is asked will determine the answer. If the question requires a “yes” or “no” answer, the interlocutor will have to answer clearly, if the question remains open, he will have the opportunity to express his point of view. Too direct, tactless questions should be avoided.
- Unacceptability of long phrases and complex sentences. Short meaningful phrases save time and make it easier to perceive information.
Compliance with all the principles and rules may seem problematic, but difficulties are overcome by working on oneself. The ability to communicate in a business environment comes with experience in business interaction.
Language of communication in a business environment
The concept of "language" is used to refer to the system of signs through which people think and speak. It is also a way of expressing the self-consciousness of the individual.
The language of business communication is an official business style of speech intended for communicative interaction in a professional business environment, as well as in other related areas.
Business language is a system of oral and written communication that regulates working relationships.
The formal writing style has the following features:
- concise presentation of information;
- strictly obligatory form;
- special terminology, cliches, clericalism;
- the narrative nature of written speech;
- almost complete absence of emotionally expressive means of speech.
Business speech has three components:
- content component (characterized by clarity and logic);
- expressive component (characterizes the emotional side of information);
- incentive component (recognized to influence the feelings and thoughts of the interlocutor).
The language of business communication of the subject of interaction is evaluated according to the following indicators:
In a professional environment, it is customary to adhere to etiquette, general norms of morality and ethics.
Business communication is based on the following moral standards:
- honesty;
- decency;
- justice;
- responsibility.
But the concept of business communication also includes the psychological aspect of interpersonal relationships. They can be not only neutral-friendly, but also have the character of fierce competition and struggle.
Business communication is not only the ability to speak well, look good and conduct business, but also the ability to build interpersonal relationships.
Overcoming Communication Difficulties
Even following all the rules of business communication, you can encounter such psychological barriers:
- motivation barrier. When the interlocutor is simply not interested in the subject of conversation and it is impossible to interest him. Such a barrier is an indicator that one partner treats the other not as a person, but as a means to an end.
- moral barrier. When the interlocutor turns out to be an unscrupulous, dishonest, prone to deceive person. He uses business communication as a way to hide malice. The better the immoral intent is “disguised” behind the ability to speak and behave beautifully, the more difficult it is to overcome this barrier.
- Emotion barrier. Negative emotions, feelings, thoughts in relation to the interlocutor do not allow building harmonious relationships. Business communication will be useless, ineffective if partners treat each other badly.
To overcome the difficulties of business interaction and win over the interlocutor, you should follow the recommendations:
- Address by name
Such treatment is a sign of respect and consideration. All people like to hear their name and better perceive the information uttered immediately after it.
- Smile
It is not always appropriate. More often, important issues require concentration and seriousness, which, naturally, is expressed in restrained facial expressions. But a smile is a means that evokes sympathy and a willingness to make contact.
- compliments
Kind and unobtrusive pleasant words will brighten up any communication, especially strictly business ones. It is customary to say sincere, but restrained compliments.
- Attention to the individual
When communicating on business topics, one should not forget that its subjects are people with their own characteristics. Everyone and everyone likes to be listened to attentively, interested in him, supported and respected.
- Honesty and Integrity
Concealment or distortion of information sooner or later turns out, and once damaged reputation and lost trust is difficult to return.
You can learn the basics of business communication on your own or get the necessary knowledge in educational institutions, courses or seminars.
The art of communication in a professional environment is comprehended in practice, when an individual begins to act and behave like an honest, reliable and cultured person, and a professional in his field.
Business communication”: Materials for students for the test. Tutorial. 2011.
Comp. Shutaya N.K.
Reviewer - Ph.D. Kuzmicheva N.V.
In the training manual, he 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, culture of speech, conflict resolution and the basics of office work will help students of technical and managerial specialties to successfully prepare for the test in the corresponding course.
This manual can be used by those who want to master the skill of business communication, and those who teach this skill; The manual can be used for both classroom and self-study.
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 norms and principles of business communication.
7. Basic forms of business communication.
8. Conflicts in business communication.
9. Documentation support for business communication.
Questions for offset.
Themes 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 strategy for interaction, the perception and understanding of another person. By nature and content, communication can be formal (business) and informal (secular, everyday, everyday).
In a broad sense business conversation- this is the communication of people connected by some business, 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 (verbal) form of activity (E.N. Zaretskaya).
In general, business communication differs from ordinary (informal) communication in that in its process a goal and specific tasks are set that require a specific solution. In business communication, you cannot simply stop interacting with a partner (at least without loss for both parties). In ordinary friendly communication, specific tasks are most often not set, specific goals are not pursued. Such communication can be terminated (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. compliance with established rules and restrictions.
These rules are determined by the type of business communication, its form, the degree of officiality and those specific goals and objectives that are facing those communicating. These rules are determined by national cultural traditions and social norms of behavior.
They are fixed 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 the various characteristics, business communication is divided into:
1) oral - written (in terms of the form of speech);
2) dialogic - monologue (in terms of unidirectional / bidirectional 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 - remote (in terms of the position of the communicants in space).
All these factors of business communication form the characteristic features of business speech and form certain genres of business communication.
To a greater extent, oral and written business speech differ: both forms of speech represent systemically different varieties of the Russian literary language. If business written speech represents an official business style of speech, then oral business speech represents various forms of hybrid style formations.
distant, Always indirect communication (telephone conversation, mail and fax, paging, etc.) is different from contact , immediate increased attention to the intonational pattern of speech (oral communication), brevity and regimentation, the impossibility of using gestures and objects as information carriers.
It should be noted that today the scope of business communication is expanding. Advertising, secular communication become an integral part of business communication. The success of an enterprise and business today largely depends on the ability to present one's positions 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, leaders of different levels, it is simply necessary at the present time to master 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 single out personal goals, implemented by the participants of the communication:
The desire for personal security in the process of social activity, which often manifests itself in avoiding responsibility;
Striving to improve your standard of living;
Striving for power, i.e. the desire to expand the circle of their powers, move up the career ladder, 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.
Communicating with people, we first of all focus on the characteristics of their personal make-up.
Topic 2. PERSONALITY IN BUSINESS COMMUNICATION
Personality- this is a concept denoting the totality of the psychological qualities of a person that make up his personality.
The scientific definition of personality differs from the unscientific one in clarity and completeness; it does not contain words or concepts that require additional definition. For example, such a combination of words 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 (each person is a member of society). Another definition: “a person 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 should indicate the conditions for the emergence or change of a particular quality of a person, for example, her abilities, needs, character. Since every act of a person is determined by a personality, and the personality itself has a complex composition, the scientific explanation of actions involves a precise indication of which components of behavior depend on certain qualities of a person, for example, to what extent a person’s actions are determined by temperament, character, needs, worldview, morality and other personality traits. To scientifically understand personality means also to establish the type and laws of combination of individual components of personality with each other.
All these questions are considered and solved in psychological personality theories.
They were created over several centuries by representatives of different countries. The views of scientists on the structure of the personality, of course, differed from each other, since they reflected personal life experience, scientific interests, the characteristics of the country, including its traditions, customs, history and culture.
Consider the structure of personality. It usually includes abilities, temperament, character, volitional qualities, emotions, motivation, social attitudes.
Abilities are understood as individually stable properties of a person that determine his success in various activities. Temperament includes the qualities on which a person's reactions to other people and social circumstances depend. Character contains qualities that determine a person's actions in relation to other people. Volitional qualities cover several special personal properties that affect a person's desire to achieve their goals. Emotions and motivation are experiences and motivations for activity, social attitudes are beliefs and attitudes of people.
Only gradually does social man begin to regain 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 of behavior regulation, but absorbs them into himself, building his inner world on this basis. Possessing an inner world, a person becomes the bearer of socially developed forms of behavior and accumulated experience. It is no longer necessary for him to live permanently in a social environment; he carries his sociality within himself. This means that he acquired a personality or became a personality, which in this case is one and the same.
Thus, from a philosophical point of view, personality is the ability of a person (or a person capable) to act as an autonomous bearer of universal human experience and forms of behavior and activity historically developed by mankind. Of course, here we cannot talk about the entire experience of mankind - each individual person masters only a small part of it, with which he comes into contact 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 at the given moment, and secondly, having been mastered, it does not remain unchanged throughout a person’s life, but changes according to the specific laws of the dynamics of the inner world, yet very little studied. Learning from others views on something as a value, a person acquires behavior regulators. Then, in the structure of the personality, a personal value arises and takes root - an ideal idea of what is due, which sets the direction of life and acts as a source of meaning.
The peculiarity of the psychological approach to personality, unlike, for example, the traditional pedagogical one, lies in its non-estimation. This does not mean that there is no evaluation at all, or that different forms of behavior are evaluated equally. The point is that the assessment is formed after the perception of the person: first, the person and what he does are perceived objectively, and only after that, separately, if necessary, an assessment is given. Traditional pedagogy, in its design, by definition, proceeds from the need to form some ideal types, qualities, and always looks at a particular person through the prism of this ideal, which makes it difficult to see him by himself.
Assigning a person to a certain type is not a knowledge of a person, it can provide answers to some specific practical questions. For example, in a situation of career guidance, 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 us take the same nosology in psychiatry), there is also a practical task of finding forms of treatment, determining a regimen, etc., and here, in accordance with a certain practical goal, typology works. This means that all typologies are effective within the framework of solving specific practical problems, but outside these problems, they do not have any independent cognitive value in themselves. If typologies and labels abstract some separate segment of the personality, then more objective knowledge is associated with the study of the personality in different aspects and manifestations, without reducing it to any one general designation.
Each person is not only a personality, but also an individuality, since in the set or in the degree of development of these properties, he always differs from other people in some way. In the world, probably, you will not 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 the temperament of a person). The natural beauty or unattractiveness of a person due to anatomical and physiological factors can affect the formation of his character, self-esteem, level of claims, attitude towards people and habits. Such innate properties as imbalance and excitability can influence a person's behavior. Chronic congenital or acquired serious diseases can also be a source of individual personality characteristics. For example, cases of abnormal personality changes in alcoholics and drug addicts are known, which occur as a result of prolonged and immoderate consumption of alcoholic beverages and drugs. A third possible source of individual personality differences may be the family.
The behavior of the individual in situations that seem to be the same seems to be quite diverse, and this diversity is difficult to explain by referring 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, as it appears to the subject in his perception and experiences, that is, as the person understands and evaluates it.
The creative life and activities of people who solve practical problems in the development of the economy, science, technology, culture and art require a person to be very active and exert physical and spiritual strength. That is why everyone who has specific goals in his life and makes quite 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 the obstacles that arise on the way to achieving a consciously set goal. In order to act voluntarily, 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 the actions of people 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 adverse circumstances.
3. When a person makes great efforts to overcome difficulties or to remove obstacles.
4. When a person is able to control himself, his emotions and has enviable patience, endurance.
5. When under any circumstances a person does not lose his presence of mind, hope and self-confidence.
6. When every action a person carefully thinks over, weighs, critically evaluates its results, that is, he acts consciously, on the basis of reason, and 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 the perseverance of a person in achieving the 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 as a social being is formed.
The word "temperament" (lat. tempera-mentum) means the proper ratio of parts, that is, proportion. There are no better or worse temperaments, each of them has its own positive sides, therefore, the main efforts should be directed not to its correction (which is impossible due to the innate temperament), but to the reasonable use of its merits in a particular activity and leveling the negative sides.
Currently, there are four main physiological types of the central nervous system. This is a sanguine, choleric, phlegmatic and melancholic.
Phlegmatic person- unhurried, imperturbable, has stable aspirations and mood, outwardly stingy with the manifestation of emotions and feelings. He shows perseverance and perseverance in work, remaining calm and balanced. In work, he is productive, compensating for his slowness with diligence.
Choleric - fast, impetuous, but completely unbalanced, with a sharply changing mood with emotional outbursts, quickly exhausted. He does not have a balance of nervous processes, this sharply distinguishes him from a sanguine person. Choleric, carried away, carelessly wastes his strength and quickly depletes.
sanguine- a lively, hot, mobile person, with frequent changes of mood, impressions, with a quick reaction to all events taking place around him, quite easily reconciled with his failures and troubles. Usually a sanguine person has expressive facial expressions. He is very productive at work, when he is interested, getting very excited about this, if the work is not interesting, he is indifferent to it, he becomes bored. Often gullible and gullible, he enjoys building projects but soon abandons them.
melancholic- Easily vulnerable, prone to constant experience of various events, he reacts sharply to external factors. He often cannot restrain his asthenic experiences by an effort of will, he is highly impressionable, easily emotionally vulnerable. He often feels like he's being neglected. His desires are sad, his suffering seems unbearable and beyond all consolation.
Attention- this is an active orientation of a person's consciousness to certain objects and phenomena of reality or to 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 realized more clearly than others. In other words, attention is nothing but a state of psychological concentration, concentration on some object.
A person cannot simultaneously think about different things and do a variety of jobs. This limitation leads to the need to divide the 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 answer. There are factors of internal origin that affect the selectivity of attention:
compliance of the incoming information with the needs of a person, his emotional state;
The relevance of this information to him.
It has been found that words that have a special meaning for a person, for example, his name, the names of his relatives, etc., are more easily extracted from the noise, since the central mechanisms of attention are always tuned to them.
Distinguish between involuntary and voluntary attention. The first is characterized by the fact that it, as it were, by itself, without the effort, desire and will of a person, is directed to various objects. For example, if a new person appears in the company, we unwittingly 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 in the field of view of a bright flash of light (for example, lightning during a thunderstorm) involuntarily makes us pay attention to it.
Voluntary attention has a slightly different nature. Firstly, it 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 sense organs. We pay attention to it at our own will, at the request or instruction of another person, by an effort of will keeping our attention on the object for some time. Arbitrary 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 man by nature, with him he is born into the world and remains throughout his life. Arbitrary attention must necessarily be brought up 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 a practically finished 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 capturing, preserving, reproducing and processing various information by a person take place in memory. These processes are always in unity, but in each case one of them is activated.
Memory can be defined as a psychophysiological process that performs the functions of storing, storing and reproducing material. These three subprocesses are the main ones for memory. They stand out not only on the basis of the difference in their structures, initial data and results, but also for the reason that each of these processes can be developed differently in different people. There are people who, for example, have difficulty remembering, but on the other hand they reproduce well and retain in 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 it. They have stronger short-term and working memory.
Speech is a system of sound signals, written signs and symbols used by a person to represent, process, store and transmit information. Speech is the main acquisition of mankind. It makes available to knowledge those objects that a person perceives directly, that is, with which real interaction is achievable. Also, the language allows you to operate with objects that a person has never met before. The free use of speech is just as important a prerequisite for the assimilation of concepts as is sensorimotor or visual-active intelligence.
Allocate the active speech of the speaker, the writer and the passive speech of the listener, the reader. Inner speech is very important for understanding the relationship of thought to word. It, unlike external speech, has a special syntax, is characterized by fragmentation, fragmentation, and abbreviation. The transformation of external speech into internal 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 they are already well aware of it. A person, thinking, in an internal dialogue, which is probably carried out through internal speech, as if communicates with himself.
A personality has individual traits and qualities - intellectual, moral, emotional, strong-willed, formed under the influence of society as a whole, as well as in the process of family, labor, social, cultural life of a person. In communication, it is important to know and take into account the most typical features of people's behavior, their character traits and moral qualities. Business communication should be built on the basis of such moral qualities of a person and categories of ethics as honesty, truthfulness, modesty, generosity, duty, conscience, dignity, honor, which give business relations a moral character.
Similar information.
Business communication is an interaction in which there is an exchange of experience, information and activities to achieve specific goals, solve a particular problem, implement the plan.
Business communication is conventionally differentiated into direct (face to face) and indirect (through correspondence or technical devices). It should be noted that the direct form of business communication is characterized by high performance, emotional impact.
In general, business communication, when compared with informal communication, differs in its goal and certain tasks that need to be solved. Friendly communication does not imply the existence of specific tasks and goals. Such communication can be stopped at any time, as soon as you want, unlike business.
Forms of business communication
This:- Speaking in front of an audience
- Negotiation
- business conversation
- Meetings
- In the process of business communication, the partner is a person who plays a significant role for the subject
- Partners understand each other in matters relating to the case
- The main task of business communication is useful cooperation.
Business Principles
Principles that influence the course of business communication processes:- interpersonal. Despite the business orientation, business communication has features of interpersonal contact. Business communication takes place not only in the context of the topics discussed, but also reflect the attitude towards each other.
- Purposefulness. Business communication is characterized by the presence of several goals. In addition to the main goal, there is also an unconscious goal. For example, the speaker, while outlining the general situation in the company, also tries to impress the audience by demonstrating intelligence.
- Continuity. As you know, any communication contains verbal and non-verbal components. During the conversation, we send behavioral messages to the partner, in accordance with which the interlocutor draws his own conclusions. Any behavior carries some information.
- Multidimensionality. During business communication, the interlocutors not only exchange information, but also adjust their relationships.
- Business contact, exchange of business information.
- Demonstration of emotions to the interlocutor.
Business communication: contexts
Business communication depends on the physical, emotional-moral and social-role contexts:- The physical context is determined by the place, time, physical condition of the interlocutors. Any of these factors can positively or negatively affect the communication process.
- The social role context depends on the motives of communication and on the conditions in which it is carried out (at a business meeting, in a cafe, in a work team).
- The emotional and moral context is responsible for the mood and feelings that each of the participants in the conversation puts into the communication process. The connections that take place between the participants in business communication and formed in previous communication processes also play a role.
PARTNERSHIP. RIVALRY. DOMINATION.
Self-assessment, as well as the assessment of the partner himself, influences the choice of approach to organizing business communication. Relationships can be based on partnership, dominance, rivalry.- Partnership provides for equal treatment of each other. The main ways of interlocutors influencing each other: a public or tacit agreement, which is a unifying factor or a means of mutual control.
- Rivalry involves the desire to outplay the other side, to achieve an advantage.
- In dominance, the partner is used as a means to achieve goals.
The concept of business communication is inextricably linked with interaction in the field of cooperation. Not a single entrepreneur or employer can do without business interaction in their work. Business communication, its types and forms act as a kind of link on which any business interaction between people is built. The head of the enterprise must take on the function of a wise mentor who will direct his employees in the right direction, help them grow and develop professionally. Employees must respect their leader without fail. Only in this case they will be able to really learn something useful from him.
The rules of business communication should be known to every self-respecting person. Otherwise, he risks himself getting into an unpleasant situation and putting others in an awkward position.
Types of business communication
Business communication to one degree or another involves purposeful interaction within the framework of teamwork in order to obtain a certain result. Traditionally, it is customary to distinguish several types of business communication.
- Business correspondence. This type of communication refers to the so-called correspondence interaction, when information is conveyed to the interlocutor by means of a letter. Writing a business letter is not as easy as it might seem at first glance. It is necessary to take into account some points, such as: the design of the electronic message, the time frame within which the answer will remain relevant, the conciseness of the presentation of the necessary information. As a result of business correspondence, people can come to certain conclusions and conclusions. Read more in the article.
- Business conversation. The ethics of business communication necessarily includes such conversations that would benefit the development of the company or enterprise. In a business conversation, a manager and a subordinate can clarify significant issues for themselves, determine the range of necessary tasks that require immediate solutions, and discuss the results. It is during a business conversation that the significant elements of the activity are clarified and the necessary details are clarified. Any working moments can be considered with the help of this type of business communication.
- Business meeting. Sometimes it’s not enough just to have a conversation with employees as part of corporate work. To achieve more effective interaction and better understanding, it is necessary to resort to a business meeting. These meetings deal with significant urgent issues that cannot be delayed. Meetings can be held both among managers and be directed to the work of the chief with the staff.
- Public speaking. Business communication is designed to ensure the establishment of business relationships between employees. Public speaking is used in cases where it is important to convey some kind of information that is introductory and presentational in nature to the audience. The one who speaks to the audience must have all the necessary knowledge on the subject of his report, as well as a number of personal characteristics that allow him to freely and easily reproduce this information. Basic requirements for the speaker: competent speech, self-confidence, clarity and consistency of presentation of the material.
- Business meeting. They are an essential element of business communication. With the help of negotiations, you can quickly solve an important problem, determine the immediate goals and objectives of the company's development, hear the opinion and intentions of the opponent. Business negotiations are most often held between the leaders of different organizations in order to identify their positions and come to a common decision.
- Discussion. It often occurs in the course of business communication as a result of a clash of different points of view. The culture of business communication does not allow you to freely and openly express your positions if they contradict public morality, but with the help of discussion you can sometimes argue within the accepted norms. The discussion reveals different views on the same problem and can often cover the subject of the dispute from opposite sides.
Functions of business communication
Business communication is a well-coordinated system of interaction of entire groups of people with each other. Traditionally, it is customary to single out several basic functions of business communication. All of them should be considered in close relationship with each other, because the process of business communication itself is a single mechanism.
- Information and communication function is that all participants in a conversation or negotiation exchange with each other the necessary information. In order for each of those present to constantly follow the progress of the conversation and “not fall out” of the topic, a great concentration of attention and interest is required. If the topic is relatively exciting, of scientific or artistic value, then it will be much easier for listeners to perceive it. In the case of "heavy" topics, moreover, poorly developed by the speaker, the quality of the material does not correspond to the required level.
- interactive function consists in the need to correctly plan the sequence of actions between the participants in business communication. The exchange of impressions about the solved business problems makes employees of one enterprise, one way or another, evaluate each other's actions. When one employee pays attention to the speech of his colleague, he is already to some extent able to correct and control his own behavior.
- perceptual function expresses itself through the perception of one interlocutor by another in the course of business communication. When we observe the activities of colleagues, as a result we learn not only to memorize the information we need, but also to analyze it, compare it with individual ideas and knowledge about life. Perception is necessary for every person for the full development of the personality, awareness of one's individuality, building ideas about objects and phenomena.
Stages of business communication
Business communication always takes place in several stages, which follow one after another in turn. None of them can be omitted, since together they contribute to the formation of the process of adequate business communication. , as a rule, implies strict adherence to all the rules. The norms of business communication cannot be fully observed without taking into account the main stages of business communication.
- Formation of a motive. It should be understood as the threshold of what can be called proper conversation, conversation between people. Business communication arises, as a rule, out of necessity, as a result of purposeful meaningful action. Awareness of the need to meet with a certain person and offer him your services or consult yourself is a kind of preparation for a personal meeting. Without a significant motive, goals, business partners will not interact effectively with each other. The preparatory stage is the time when future partners analyze the need for participation in relation to each other, check the significance of future fruitful cooperation.
- Establishing contact. Usually occurs at the first meeting of partners. Business communication begins when the need arises. To establish contact, interaction at the level of views is important. After all, if a person does not inspire confidence in us, we are able to recognize it precisely by the eyes. A meeting and a fruitful business conversation, as a rule, is preceded by a mutual handshake. When business partners have exchanged the necessary greetings, the actual interaction begins.
- Formulation of the problem. Business partners are unlikely to meet to drink tea together or have fun. They have a mutual joint problem that requires a solution. Moreover, the decision is necessary for all participants in the negotiations. At the meeting, a discussion of significant contradictions, existing difficulties and difficulties begins. If a product manufacturer and a potential client meet, then the problems of the latter are discussed and a constructive solution is proposed.
- Information exchange. The ethics of business communication does not allow getting personal during important negotiations, but in their course, partners exchange important information with each other, which may turn out to be not only useful, but necessary, necessary. Businessmen are often willing to pay huge sums of money for such information. How do business partners convince each other? Of course, not empty phrases and promises. In business and business communication, an important element is argumentation, the ability to prove the veracity of one's words, to confirm their significance.
- Search for a solution. It usually proceeds from the need to resolve a significant contradiction. Once a trusting conversation has been established, a reasoned and consistent search for a solution can take place. Usually it is immediately fixed by the relevant contract.
- Drawing up a contract. It is necessary as a written confirmation of a specific transaction. Business communication is always focused on the result, the creation of a specific product of activity. It is for this reason that it is required to sign important papers and strictly comply with all clauses of the contract.
- Analysis of results. This is the last stage of business communication. After some time after the negotiations, its participants again gather together and analyze the results. This can be expressed in the calculation of profits, as well as in the fact that there is a desire to cooperate on an ongoing basis.
Features of business communication
Business communication differs from personal contacts in that it has a number of characteristics that distinguish it from all other interactions. What are these features? Let's take a look at them together.
- The Importance of Reputation in business communication is simply huge. In the world of business, reputation is everything, and to lose it means to lose your business. It has been developed over the years, and therefore every competent leader values his name very much. The name in individual entrepreneurship is a guarantee, the basis on which success is built. No self-respecting businessman will do anything that could refute or lower his reputation in the eyes of the public. Otherwise, all the achievements that have been accumulated so far will inevitably be lost. Business is not only the number of successful transactions, but also the opportunity to grow in your business, to act for the benefit of other people. For example, if a company is engaged in the production of sportswear and footwear, it is extremely interested in the product being of high quality. Otherwise, very soon the face of the enterprise will be lost.
- Specificity and clarity is another important part of business communication. Leaders must always be very precise and reliable in defining their goals. Only then do they have the opportunity to fully move forward, to really develop professionally. So far, a clear goal for the development of the company has not been set and there can be no talk of the laws of its formation. The presence of a far-reaching goal contributes to rapid self-organization, building constructive positions within the team, and forming a sense of responsibility.
- Mutually beneficial cooperation- this is what every successful businessman strives for and what his direct activity is aimed at. Entering into cooperation with other enterprises, a competent specialist always leads to a situation where both parties who have concluded a contract turn out to be winners. An experienced businessman knows that it is completely unacceptable to care only about his own well-being and forget about his partners. In business, the ability to build business relationships, business communication itself decides everything. A wise leader will never be truly satisfied until he spreads the well-being that has come to him to the people around him. If achievements are not built on the principles of harmony and environmental friendliness of success, then it will soon turn out that they were false.
Principles of business communication
Business communication requires maximum concentration from all participants in the process. The ability to effectively interact with customers, colleagues, even competitors is a very valuable and necessary experience. It is necessary not only to have direct knowledge on the subject of a business conversation, but also to be able to take into account important features of interaction. Let's dwell on them in more detail.
Control over the situation
In business, you can't show your true emotions. All successful entrepreneurs know this axiom. If you want to achieve great results in your individual activities, learn to grit your teeth at some point. It is extremely important to keep your finger on the pulse, to control everything that happens: new deals, signing contracts, your own feelings and doubts about this. After all, if the leader constantly thinks about whether he is really doing the right thing, the company is unlikely to succeed.
Control over the current situation allows you to constantly be aware of events, whatever they may be. The opportunity to take active action arises only when there is a clear plan, the confidence that all the steps are correct and planned in advance.
If the interlocutor behaves extremely unrestrainedly, never join him. A verbal skirmish, a heated argument are not components of a successful business. The real ingredients of a successful entrepreneur are always patience and hard work.
Ability to listen to your customer
At the dawn of the development of any business, it is necessary to clearly realize what is the main thing in business. And the most important element is always the person of the client. The target audience is what all activities are aimed at. The ability to work with clients, take into account their needs and desires is the basis of success. Whatever your business is doing, it will benefit from such a profitable investment. It is necessary to invest not only in the development of production, but also in the service sector, so that visitors feel easy and comfortable.
Audience requests are the company's tasks that need to be solved. You should always try to satisfy the needs of your client as much as possible so that he leaves satisfied with the quality of your work.
Ability to focus on essentials
Someone will say that business is a very harsh thing and, of course, they will be right. Business communication is different in that it requires complete concentration, immersion, dedication. Sometimes you need to discard everything secondary and look only ahead. Any failures only temper, make you grow professionally and improve.
The life of a modern leader is full of daily stresses. Every day, a powerful flow of information falls upon him, which needs to be systematized, analyzed and applied in practice. Finding the main task and devoting the main amount of time to it is already becoming a winner. A talented leader always understands this.
Ability to separate personal relationships from business
People sometimes tend to mix up work and interacting with employees. If a person for one reason or another seems unpleasant to us, this does not mean at all that he cannot be useful to business. Being in a large company, sometimes you have to work with completely different representatives, take into account the opinions of colleagues and reckon with the most opposing opinions. Do not mix work and personal life. The development of the enterprise should be approached very responsibly, so that later you do not have to regret it very much. Business communication is the best way to help a person concentrate on the desired tasks.
Ability to be honest
There is a famous fair statement - business must be clean. For the sake of making a successful deal, you cannot cheat, deceive, use other people. All these ugly actions can result in undermining the reputation, loss of respect and trust on the part of customers. Truthfulness is good in any activity. After all, if the client realizes that he was deceived, this is unlikely to lead to the development and prosperity of your business. Business communication is the foundation upon which trust is built.
Business communication etiquette
Ethics of business communication is a fundamental component of effective interaction in business. Hundreds of people daily try to find the answer to the question: how exactly should you communicate with customers, how to negotiate in order to achieve maximum success? How to behave with different people? These and other questions will be discussed below.
The ability to admit one's mistakes is a fundamental quality that leads to progress. If you accidentally made a mistake and you know that it can affect the client's decision to use or not use your services, there is no need to dramatize the events. Just apologize for the inconvenience and continue the corporate conversation. In this case, the visitor will think that nothing terrible has happened.
The tradition of offering coffee to customers did not originate very long ago, but it is very effective in its application. Teas and other beverages are usually offered to create a sense of relaxation, contentment and positive vibes in the visitor. It is in this mood, most often, that lucrative contracts are concluded.
The intention to be as useful as possible always produces a significant effect. The client must leave the company, having completely solved his problem or question. Otherwise, he will never want to do business with you again. Today everyone wants to be successful and in demand. Become useful for every visitor, try to give him as much information as he needs. You will gain an excellent reputation, and the client will be satisfied.
Business communication styles
In business communication, it is customary to distinguish several different leadership styles. All of them are fundamentally different from each other.
Authoritarian style
It is based on the absolute power of the chief and the complete subordination of employees. Choosing this style of leadership, directors want to see the clear fulfillment of the tasks set (and sometimes in a fairly short time) and especially do not take into account how employees will feel. The authoritarian style of interaction assumes that the leader submits ideas, and subordinates must implement them. At the same time, their own opinion, individual aspirations, personal achievements are very often not noticed and not taken into account.
Bosses who have chosen an authoritarian style of interaction should be prepared for the fact that there will be no free expressions and truly creative thoughts in the team. Employees get used to thinking in accordance with the requirements of the leader and very soon stop showing any initiative at all. They will only do the work that is necessary and they don't want to do anything overtime. And the reason for this is the inability to show their creative imagination, the flight of thought.
Democratic style
Its basis is the well-coordinated work of the entire team, which takes into account any bold and creative ideas that the manager found interesting and useful. The head of a democratic warehouse of management is more friendly than an authoritarian one: he is fair, moderately reasonable and most of all cares about the well-being of the company. If the janitor's idea turns out to be useful, then his idea will be recognized and, perhaps, the employee will be promoted. The democratic style of interaction is recognized as the most effective of all existing ones, since it emphasizes the importance of each individual, supports its ability for professional growth and development.
In a team where a purely democratic spirit reigns, each employee has a real chance for self-realization. If you work under competent guidance, you can get good skills that will be very useful in the future. The democratic style of communication with employees contributes to better labor productivity, the release of internal forces, the emergence of interest in work, and the promotion of new unique ideas.
conniving style
It manifests itself in the clear indifference of the management to the organization of work and the results of activities. Usually this style of interaction is chosen by the boss, who acts more formally than consciously. It can also be young leaders who simply do not have enough experience, and they have not yet learned how to properly organize a team.
A laissez-faire leadership style suggests that the director has little interest in what is going on. Of course, this method cannot be called constructive at all. With such an approach, it is absolutely impossible to grow professionally and work fruitfully. Employees get used to this state of affairs and soon consider it an acceptable norm.
Formal business style
Mainly used for drafting contracts and other business papers. At important meetings and negotiations, business communication is a significant indicator that demonstrates the general level of preparedness of specialists, so it must be displayed at its best.
In ordinary life, people do not deliberately talk to each other in formal phrases. However, in business meetings, this is the only way to prove yourself, demonstrating competence and awareness of important issues. This style of conversation immediately sets others in a serious mood, creates a working atmosphere.
scientific style
The scientific style is mainly used by teachers and heads of educational institutions. Be that as it may, for its part, this method in fact turns out to be very effective. As a result of business interaction, all participants in seminars and other forms of meetings receive reliable information about a particular subject or phenomenon. The scientific style is characterized by extreme rigor, restraint and conciseness.
Thus, the forms of business communication, its types, principles and rules create a single picture of a holistic interaction, in which people's individualities are manifested.
It is a type of communication, the purpose of which is the exchange of information between existing or potential partners. During business communication, important issues are resolved, goals are set and achieved, personal and business qualities are acquired. To better understand all this, you need to understand what types of business communication exist.
Direct and indirect
All types of business communication are divided into two groups: direct and indirect. Direct is understood as communication that occurs directly between partners who are not separated by spatial and temporal barriers. It could be negotiations. Indirect means contact that is carried out with the help of technical means (telephone, Internet). Experience shows that direct communication should be sought whenever possible, as it is considered the most effective for achieving any goal. Still, live communication, when the interlocutors see, cannot be compared with anything else.
verbal and non-verbal
There are such types of business communication as verbal and non-verbal. Verbal is communication with the help of words, non-verbal is communication with the help of gestures, facial expressions, postures. A non-verbal portrait of a person can be compiled according to what postures he chooses to conduct a conversation, how he looks at his interlocutor, and with what intonation he pronounces this or that information.
The technology of business communication can be carried out using various methods and, depending on this, the following types of business communication are distinguished:
business meeting
This refers to such business communication, when the entire team of an enterprise or firm comes together in order to discuss pressing problems or make a common decision.
Public speaking
This type of business communication is to some extent a continuation of the previous one. This is the case when one person conveys some information to his colleagues or another group of people. The speaker must clearly understand what he is talking about, and his speech must be understandable to the public.
business conversation
This is a type of business communication in which information is exchanged on any topic that is most important at the moment. For example, this includes the discussion of work processes by employees of the enterprise. During a business conversation, a decision does not have to be made.
Business meeting
Unlike the previous type of communication, the end result of negotiations is finding the most correct solution and its adoption. Business negotiations have a specific clear focus, the result of which may be the signing of important contracts and transactions.
Dispute
During business communication, it is not always possible to do without a dispute. Often, only thanks to the clash of interests and defending their positions by the participants, it is possible to come to some kind of decision. But sometimes it is the dispute that prevents it from being accepted.
Business correspondence
This is an indirect way of business communication, with the help of which information is transmitted through a letter. For example, this can include written orders and requests. Business correspondence can also be carried out by sending e-mails, which significantly saves time. There are two forms of a letter (sent by one organization to another) and a private official letter (sent on behalf of an organization to another individual).
Speaking of business communication, we should also mention its main phases.
Phases of business communication
· Preparing for communication.
The phase of communication (coming into contact).
Concentration of attention (on some problem or feature).
Maintaining attention.
Argumentation and persuasion (in case the thoughts of the interlocutors diverge).
Fixing the result (end the conversation at the right time).
