Normative basis of business communication. Business Professional Communication: Basics and Rules

Business communication is communication in the field of business cooperation with its own rules and regulations. Its main task is to achieve a specific goal in the process of business interaction.

In practice, various types of business communication are used, each of which has its own characteristics. In order to more fully reveal the concept of business communication, it is worth considering its types and forms and their features in more detail.

Business communication in an organization helps people satisfy their need for communication, share experiences, learn something new, evaluate their business qualities. Properly conducted business negotiations allow you to maintain your reputation, image and achieve success in business.

Also, thanks to business communication, you can effectively present yourself. In addition, it gives people the opportunity to build friendly relationships with future partners, which contributes to fruitful cooperation.

An important function of business communication is the exchange of information. Throughout life, people pass on their experience and knowledge to each other. For example, when a subordinate and his boss discuss work issues, there is an exchange of information that helps to work more efficiently in the future.

Another function of the business style of communication is the ability to influence the people around. Each person tries to influence someone, to convince, support, persuade and so on. This is also very important, since the skill of influencing people allows you to achieve many successes in life.

The main task of business communication is interaction with partners aimed at reaching a mutually beneficial agreement.

What are the principles of such communication?

To conduct successful negotiations, it is necessary to create a certain atmosphere. To achieve it, it is important that partners feel as comfortable as possible in the process of communication. Therefore, it is necessary to know what are the basic principles of business communication that should be followed.

These include:

• Control over emotions. The concept of principles of business communication must include this item. This is a very important point, since emotions can destroy even long-established relationships in a second and show a person from a negative side. Do not react if the interlocutor behaved unrestrainedly. Everyone should clearly understand that work and emotions are incompatible things.
• Desire to understand the opponent. When business negotiations are underway, the parties should be attentive to each other's opinions. If one participant constantly talks only about their own interests, inattentively listening to the other side, then this will not give any positive results, and the relationship will most likely come to naught.
• Concentration of attention. Very often, during the monotonous process of communication, really fundamental points can slip away. In the course of a conversation, it is important to be able to focus people's attention on a topic when it is observed that partners have stopped listening carefully and delving into really important things.
• The truthfulness of the conversation. Running a successful business is based on trusting relationships. Let the opponents not finish something or deliberately cunning a little in order to exalt their merits. But in fundamental moments it is necessary to say things that correspond to reality, which you can back up with deeds. This is how reputation is earned in business.
• The ability to separate the interlocutor from the subject of communication. In no case should you mix personal attitude towards the interlocutor and working moments. It also distinguishes personal communication from business communication. It often happens that a very unpleasant opponent can be useful to you and you should not miss the benefit for the success of your business. Naturally, we are talking about things that do not violate the basic moral principles of man. And on the contrary, it happens that very good people who impress you in life, in business terms, turn out to be bankrupt.

These are the basic principles of business communication that every person who wants to learn how to properly negotiate and build a good business reputation should take into account.

Features of business communication

The principles and forms of business communication form some of the features of this type of communication. On them you can always distinguish business communication from personal. What are the main features of business communication in business?

• An important element in business relations is the reputation of partners. A businessman who loses it practically loses his entire business. Reputation does not fall from the sky, it is acquired over the years, so it is important for every person to value his name. If a leader really cares about his reputation, he will never allow himself to do something that will defile it.

For example, an enterprise engaged in the manufacture of dairy products must focus on the high quality of its products, otherwise the company will lose its face.

• In addition to reputation, business communication is based on the specificity and clarity of the problem statement. The manager should always set what goal should be achieved at a certain stage of business development. This will allow the entire team of the company to work accurately and smoothly in the right direction.
• The next feature can be called cooperation, in which all parties to the contract benefit. Experienced businessmen know that the most profitable and long-lasting relationships are established when it is mutually beneficial for all parties to the transaction. Therefore, you should not only care about your profit, sometimes you can get a little less of it, but maintain a relationship with your partner. Thus, you will make an investment in the future, which will definitely bring you dividends in the future.

Types of communication in a business style

The task of business communication is always the interaction of people to achieve a specific result. The solution of work issues can occur through many forms of communication. Thus, there are some types of business communication:

1. Business correspondence. Such types of business communication are considered absentee, because the necessary information for the opponent is conveyed in writing without a personal meeting. A huge number of people are engaged in correspondence every day. However, writing a business letter is not an easy task.
   It is necessary that it be correctly drawn up, sent within a strictly up-to-date deadline, the information must be stated specifically and briefly, nothing more. While conducting business correspondence, the interlocutors can already draw some conclusions about each other.
2. Business conversation. It is the most common form of business communication. In every company, the leader must conduct conversations. Their content should have a positive effect on the team and business development. With such a conversation, the boss and his subordinate can decide certain working moments, tasks, results of the company's activities, and much more.
3. Business meeting. For better performance, the company holds meetings. They are created in order to resolve issues that are urgent and allow you to achieve the most effective interaction between employees or partners. A meeting is not always held with the boss and his subordinates; only managers can get together to discuss important problems.
4. Public speaking. The use of this form of business communication is necessary in order to convey any information of an introductory and presentational nature to the audience. The speaker must necessarily understand the knowledge regarding the subject of his speech. The business speech of the acting leader must be literate, for beauty it can contain expressive language means, the person himself must be self-confident, and the text must be clear and logical.
5. Business meeting. Considering the varieties of business communication, this form of communication cannot be ignored. After all, it is considered an integral part of interaction in business. Thanks to negotiations, it is possible to quickly resolve any problems, set goals and objectives for business development, take into account the opinions of the interlocutors and draw the right conclusions. Usually they are held between the heads of different enterprises and are aimed at demonstrating their position and, as a result, reaching a solution that would satisfy the interests of all partners.

Styles of business communication and management

There are several leadership styles and manners of presenting information in business communication, each of them has its own characteristics that distinguish it from others.

Authoritarian

In this case, business communication is based on the absolute power of the leader over his subordinates. That is, the boss wants all the tasks that he sets for the employees to be carried out clearly and strictly within a certain time frame. However, he does not consider it necessary to take into account the opinion of a subordinate.

This style of leadership implies such an interaction in which the leader indicates the idea, and the duty of the employees is to implement it. It does not matter whether those who have been repaired agree with it, the goal must be achieved in any way, whether they have their own points of view on this matter or not.

The choice of this style of business communication is bad for the development of the company, because people do not have the opportunity to express their ideas, which can be really valuable. Subordinates cannot take initiative that could help the company develop productively.

Democratic

In this case, business communication is based on the coordinated activities of all employees. Here already subordinates can boldly declare their ideas, freely express their own opinion. It is even welcome. After all, for such a leader it is important that his employees can fulfill themselves. The more truly creative ideas a subordinate presents, the better for the company.

A leader who has chosen a democratic style of communication is always friendly with his employees, fair and adequate. It is important for him that his company develops safely.

This type of interaction is the most effective of those that currently exist. After all, it helps each person to emphasize their importance, move up the career ladder, realize themselves in one direction or another.

Constantly communicating with the boss, who is always ready to help and support, the employee has the opportunity to gain useful experience, undoubtedly necessary for the future life.

When business communication is based on a democratic style, labor productivity increases significantly, employees are always interested in their activities and are happy to do everything in their power to make the company flourish.

conniving

This type of business communication in the modern world is characterized by the fact that management absolutely does not care how the work of its subordinates is organized, and what results it brings. In most cases, the choice of this style is associated with formal leadership. It is also possible that the boss is simply young enough, has no experience in running a business and organizing the workflow of his subordinates.

Of course, this type cannot be effective and help the development of the company, because it is simply impossible to carry out activities productively and grow professionally in this state of affairs. Employees usually get used to such an atmosphere in the team and consider it normal.

Official business

The most important style of business communication is official business style. It is usually used by managers to conclude contracts or draw up other business documents. This type of communication is significant in meetings and negotiations, it shows the boss as a competent specialist.

Personal communication does not imply the use of official statements. But at official meetings with partners, you need to demonstrate your competence and knowledge in the issues under discussion in this style. This type of communication from the first minutes sets people up for the fact that the conversation will be businesslike and serious.

Scientific

This style is used by people working in the field of education and science, for example, university teachers. This method of transmitting information is considered effective, but within its focus.

When participants in seminars discuss a particular issue using a scientific style, they acquire knowledge about the subjects or phenomena being studied at the moment. The principles and forms of business communication in this style are characterized by the fact that speech must be strict, concise and restrained.

Ethics of business style

The ethics of business communication is one of the most important components of successful cooperation between partners.

What is ethics? In general, its concept includes a set of norms that regulate human behavior in society. The word itself denotes the manner in which one should behave when communicating with people around. Business ethics implies almost the same thing, only applies exclusively to managers and businessmen. It represents the rules that must be observed during business negotiations.

Not always the head of the company can accurately conduct a conversation. But every mistake you make can lead to failure. To prevent this from happening, you should be able to admit your mistake and take steps to prevent it in the future.

• During the greeting, you must politely say hello by shaking hands with all participants in the negotiations. Don't squeeze your hand too hard.
• Before proceeding directly to the conversation, you should offer partners coffee or tea. This tradition appeared not so long ago, but now it is used by almost everyone. Drinks are offered to make a person feel relaxed and become more positive.
• If an unpleasant oversight was made during the negotiation process, then it is necessary to apologize to the partners for the inconvenience caused. After that, you can continue the conversation.
• Discussing business issues with a partner, try to answer all the questions that interest him. If for some reason you can not answer right now. Apologize and ask for time to think before a certain date.
• Have a pen and notepad with you and write down all the important information. At the end of the negotiations, you should not return and ask again for information that you have already been told.
• Do not raise your voice, speak loudly and clearly.
• Dress in business style.

Ethics of business communication also implies following certain steps in business communication.

What are the stages of business communication?

Communication in a business style is carried out in stages, each time moving to the next step. At the same time, skipping at least one stage is undesirable, because it is a full-fledged procedure that forms successful communication.

Business communication is based on the performance of some consistent actions. Thus, the leader must:

1. Form a motive. After all, communication is created meaningfully, a person makes contact for a specific purpose. Business communication in an organization cannot be effective if people do not know whether they need to negotiate or not. Therefore, a motive is definitely needed, why it is worth or not worth cooperating with a partner. For this, a preparatory stage is assigned, during which people analyze the need to participate in negotiations and determine the significance of future interaction.
2. To set up a contact. This should be done when partners meet for the first time. They need to build friendly relationships. When meeting, partners usually shake hands with each other, greet, and then begin to discuss the issues for which they actually gathered.
3. State the essence of the issue. It is clear that business partners do not make appointments just to talk or enjoy tea. The reason for their collection is some specific problem that worries both parties and requires a solution. Therefore, the partners stipulate the essence of the issue and proceed to discuss all the important points.
4. Exchange information. In the process of business communication, you can share useful information with your interlocutors that could be useful for them to analyze your transaction.
5. Find a solution to the issue. It is important that the solution of the problem is beneficial for all involved in the negotiations. If there are contradictions, then they should be resolved first. Otherwise, no agreement will be reached. As soon as a confidential conversation is established, it is possible to discuss ways to resolve an exciting issue.
6. Conclude an agreement. The solution to the problem adopted by all participants in the conversation should be secured by an appropriate agreement. Business negotiations are always aimed at the result, the creation of a specific product of cooperation. Therefore, it is important to achieve the necessary agreement and impeccably comply with all the points contained in it.
7. Analyze the outcome of the negotiations. At this stage, communication between partners ends. After a certain period of time, they meet again and analyze the results. For example, they calculate income, determine the need for further cooperation.

Thus, the concept of business communication is based on certain principles, has its own forms, features. The manager just needs to be able to properly build a conversation with his clients, subordinates, partners.

After all, the role of business communication is to establish mutually beneficial cooperation. If a person knows all the subtleties of negotiations, then he will definitely take place as a businessman. We can say that business communication is based on the ability to create all the necessary conditions to achieve the intended goal in business.

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.

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 support 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 master oneself so as to respect others as oneself, and to treat them in such a way
how we want to be treated - that's what can be called philanthropy.
Confucius

What it is?

Business communication, like any other, needs regulation. Business communication etiquette is a set of open and unspoken rules for those who have to work together every weekday.

Without regulated norms, business communication turns into a messy exchange of information. Each person in his own way perceives the world around him, his colleagues, managers and subordinates.

So that a different worldview does not interfere with work and does not force everyone to speak different languages, it is important to observe the etiquette and culture of business communication. This applies to both relationships within the same 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

The ethics of business communication is primarily practical purpose. Its observance greatly simplifies the work of the entire team as a whole and each employee in particular, since it is easier and faster to act according to generally accepted patterns. At the same time, employees will know what to expect from each other. Such a step helps to increase overall productivity, saving employees from thinking like “What did he mean?”.

The second task of business ethics- to create a working atmosphere in the team, in which all the time is devoted to the cause, and the allotted hour is given to fun. Moral comfort plays a greater role in life than physical comfort, and due to the observance of business ethics, employees will always feel comfortable in terms of job satisfaction.

Moreover, the moral side of the action of business ethics also affects productivity: an employee who feels comfortable in the workplace will be more committed to the company, will strive to do his job better. A pleasant atmosphere, achieved through the observance of ethical principles of business communication, makes employees strive for excellence in their work.

We offer for viewing a video review of the 5 basic rules of etiquette in business communication according to D. Carnegie:

The main 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 take place:

1. "Top down";
2. "Down up";
3. "Horizontally".

For these three categories, there are different ethical standards for business communication, although there are general principles. First of all, the general principles respect for the employee, regardless of the role of the latter in the company.

It is important to be correct in relation to employees, colleagues from other companies and clients with whom you work. This, for example, implies that it would be unethical to ask the interlocutor about his personal affairs, especially about problems, just because you are interested.

General rules for all apply to telephone business etiquette. "Hello" or "yes" is not an appropriate greeting for a business person. You should politely introduce yourself, name your position, the name of the company, department.

When talking on the phone, you need to be careful, if you are talking to a person for the first time, be sure to remember his name and patronymic and contact them. Your thoughts should always be expressed clearly, concisely. If, for good reasons, you cannot keep up the conversation, you must apologize to the interlocutor and offer to contact him later.

Communication "boss-subordinate"

The boss is "above" 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 the leader that is the most powerful motivator and example for subordinates.

Therefore, it is important for people holding leadership positions to observe the ethical rules of business communication in the first place.

Tip: 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, postponing decisions "for later" should disappear from habits. All this will help strengthen your authority, win the favor of employees - everyone wants to strive for a brighter future for an ideal leader.

The leader is the one who manages the work process and gives orders.
You can do this in several ways, including:

• Order;
• Request;
• Question or request;
• Volunteer call.

An order is a strict form of an order. Orders should not be abused, but in a good way - they should generally be avoided. Most often, direct orders are used in relation to unscrupulous employees in critical situations. But if it came to problems and orders - think about what good such a clearly conflicting employee can bring to the company?

Request is the most common form of command., especially if the team already has a fairly trusting working relationship. In response to the request, the employee, if necessary, can provide a comment. The leader can also present the request in such a way that it will be tantamount to an order, while maintaining a friendly tone.

Question usually given to those employees who have shown themselves to be competent and proactive people, the same applies to calling a volunteer.

Advice to the leader: it would be quite useful to study your subordinates in order to find out which of them adequately perceives questions. For example, a qualified subordinate who is enthusiastic about his job and who has earned the trust of the manager can give good advice on how to solve a particular problem. An employee who is not proactive and unscrupulous is more likely to see in the question the weakness of the leader and a reason to shirk from work.

Also, subordinates always appreciate justice. So the reward must always be adequate to the merit, just as the punishment is adequate to the 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 appreciates their opinion and contribution to the common cause, and in this case he will achieve reciprocal loyalty.

Communication "subordinate-boss"

Of course, the rules of business communication must be observed by all subordinates. A good employee, like a leader, 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 leader maintain it.

In no case should a subordinate try to manage his leader, this is a manifestation of disrespect, non-compliance with the hierarchy and, accordingly, a violation of the ethics of business communication. Subordination should always take place: you can express your opinion in the correct form, but you cannot tell the 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 Internet 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 the boss. It is not necessary to always agree with him, otherwise you may seem like a flatterer. But it's not worth arguing with management all the time. 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, they are 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 there is a senior management in the company, then it is not worth contacting him, bypassing the immediate supervisor. This is a direct demonstration of disrespect for the leader, so you can call into question the competence of the leader, which can negatively affect relationships within the entire team.

It would be reckless not to mention the main weapon of some employees is a lie. 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 didn’t actually do, a rare manager will deny himself the pleasure of getting rid of such an assistant. Honesty and trust are the basis of business communication. By adhering to these principles, an employee can go even further than he planned, but if you try to be cunning, then you only have yourself to blame.

Communication "employee-employee"

In this case, first of all, you need to pay attention to what, in fact, determines the relationship between employees: their rights and obligations. They must be clearly distributed among colleagues, otherwise a conflict will inevitably arise. Everyone should mind his own business, even if he intersects with the rest of the employees at work.

Often there is a business rivalry or competition between employees, during which they try to achieve, for example, a promotion. Here it is necessary to understand that the transition to the individual is unacceptable. Respect must be valued above all else. The etiquette of business communication during a presentation, in particular, suggests that a colleague should not be interrupted or interrupted. All questions and objections can be expressed in the correct form after the presentation or during a specially designated for questions.

Also, one should not take on more than one can fulfill, one should not make promises that will not be kept. You need to adequately assess yourself, your capabilities, as well as the capabilities of employees.

Business (management) communication is a special type of communication that is realized in the joint professional and objective activities of people and the content of which is determined by the socially significant subject of communication, the mutual psychological influence of the subjects of communication and the formal role principle of their interaction.

Without special communication skills and abilities, i.e. communication skills, even an excellent specialist in his field will not be able to support a business conversation, carry a business meeting); take part in the discussion, defend their point of view. This means that a business person, in addition to professional competence (knowledge and skills in setting goals and performing technological actions in a certain area), must master communicative competence, i.e. knowledge of the psychological, subject (content) and language components necessary for understanding a negotiating partner and (or) generating one's own program of behavior, including independent speech works.

Unlike other types of communication (social, personal, targeted, instrumental, modal), business communication has its own essential characteristics and features. The selection of these features will allow us to give a clearer definition of the concept of business communication.

What is business communication? What are the essential features of it? The definitions given in modern educational literature characterize business communication as:

• * subject-target activity;
• * a private moment of any joint productive activity of people, serving as a means of improving the quality of this activity;
• * a way of organizing and optimizing different types of objective activities: industrial, scientific, commercial, etc.

As can be seen from these definitions, an essential feature of business communication is that it is always associated with some kind of objective activity of people and does not exist outside of it. Indeed, this is a very important feature of business communication, which distinguishes it from other types of communication. For example, in targeted communication, communication itself serves as a means of satisfying any need of people, including the need for communication. Personal communication always affects the inner world of the subjects of communication, their deeply personal experiences, sensations, desires, intentions, cognitive and value meanings.

The first essential feature of business communication is that in objective reality business communication does not exist by itself, as a separate process, but is always included in any joint socially significant objective activity of people (economic, political, legal, pedagogical, etc.). and is a form of organization of this activity.

The second sign of communication is that the content of communication is determined by the very subject of communication: by what the subjects of communication are directly engaged in. The subject of business communication can be the production of any goods, intellectual products, the creation of services (for example, information, legal, advertising, educational, service), discussion of any problem (for example, economic, political, legal, scientific), drawing up business -plan, project development of technical resources, exchange of knowledge, services, actions.

The subject of business communication, which determines its content, becomes the main socially significant goal of communication for business partners. Thus, the instrumental focus of business communication on solving a socially significant problem is realized. As for the inner personal world of business partners, it is practically not affected in business communication. But its influence can affect the emotional background of business communication.

The third sign is the presence in business communication of the mutual psychological influence of business partners. It is found in all aspects of interpersonal communication of business partners: communicative, interactive, perceptual, although each of these aspects may manifest its own, special types of psychological influence. The most common types of psychological influence include persuasion, suggestion, location, ignoring, asking, inducing, imitation. The type of psychological influence can be determined both by the structure of business communication and by a specific business situation. As for the means of psychological influence, they are usually used at two basic levels: verbal and non-verbal.

Along with these essential features, business communication also has other features that determine its specificity and difference from other types of communication. One of them is that business communication serves as a way to acquire and consolidate professional skills, knowledge and skills. This is largely facilitated by various forms of business communication: business discussions, press conferences, debates, negotiations, presentations, meetings, conversations. On their basis, the development of the professional qualities of business partners and the improvement of their professional competence are carried out.

The most important feature of business communication is the presence in it of the formal-role principle of interaction between the subjects of communication, which is implemented on the basis of the distribution of their job roles and status functions. In essence, the formal-role principle determines the communicative environment for communication of business partners, the direction and subordination of their communications and business interaction. At the same time, various kinds of conventional restrictions, which determine the status framework of business communication, acquire a special role. These include social and legal norms of business communication (labor law, labor contract, labor code), moral standards (code of honor, business etiquette), as well as business traditions that exist in an enterprise, institution, firm, corporation.

Signs of business communication allow you to determine its special status among other types of communication.

The content of business communication is determined by a socially significant subject of communication, which can be any socially significant problem in any sphere of society (material, spiritual, regulatory). It can be associated with the production of material or spiritual products, the creation and offer of various kinds of services (information, educational, financial, managerial, marketing).

The most important structural component of business communication is the purpose of communication, which characterizes the direction of the actions of business partners to solve any socially significant problem. In the modern practice of business communication, a wide variety of goals are realized related to the expansion of the information fund of business partners, the development of new information; strengthening the traditions of firms and enterprises, the creation of products and services, the satisfaction of various kinds of needs, the formation and change of interpersonal relationships and attitudes. The implementation of these goals is impossible without the psychological influence and influence of business partners on each other. Therefore, according to the goals of communication and the types of psychological influence used according to these goals, it is customary to distinguish between such types of business communication as emotional, informational, persuading, conventional, suggestive, imperative, manipulative, partnership.

The structural components of business communication also include communication tools - sign and symbolic systems of business communication that ensure the transfer, exchange and processing of information coming from business partners.

There are non-verbal and verbal, paralinguistic and extralinguistic means of business communication.

Non-verbal include figurative (non-linguistic) systems of business communication, which include kinesic signals (facial expressions, gestures, gait, posture, gaze), takesical (bodily contacts: patting, handshakes), proxemic (distance between business partners and the angle of orientation in relation to to each other).

Verbal (speech, verbal) means of business communication reflect the essential logical and semantic outline of business communication. They include various speech constructions, phraseological turns, typical for the official business style of the language. In addition to the professional language, which requires the utmost accuracy of speech, colloquial vocabulary, various speech patterns, emotionally colored neologisms, and metaphors can also be present in business communication. They perform mainly a target communicative function in spontaneously arising dialogues, conversations of business partners.

Paralinguistic and extralinguistic means of business communication essentially complement verbal communication. Paraverbal signals, which form the basis of the paralinguistic system, characterize the tonality of the business partner's voice, his range and timbre, logical and phrasal stresses. The extralinguistic system characterizes the rate of speech of a business partner, the inclusion of pauses, coughing, laughter, elements of crying in it.

Thus, speech shades in the statements of business partners signal their emotional states and, in general, the most emotional background of business communication.

The form of business communication is the most important structural element of business communication. It characterizes the way of realization of the communicative process of business communication. The same information content of business communication can be implemented on the basis of various ways of communication and joint activities of business partners: business conversations, meetings, negotiations, press conferences, public speaking, presentations, discussions.

Depending on the content, such a multi-subject nature of business communication makes it possible to single out the main types of business communication: activity, cognitive, motivational, material, spiritual, regulatory.

Activity-based business communication is carried out in the form of an exchange of actions, techniques, skills, abilities in the joint professional and subject-related activities of people. Here, communication between business partners is clearly educational and instrumental-operational in nature. With the help of this type of business communication, professional techniques, skills, abilities, individual operational actions, and behavioral acts are mastered.

Cognitive business communication involves the exchange of cognitive professional and social life experience of business partners. This exchange is carried out both at the basic, socially significant for business communication, professional level (exchange of professional knowledge, ideas, ideas), and at the everyday practical level. The latter is present in business communication only in an indirect form, as a cognitive background of communication, revealing itself only in separate verbalized judgments, beliefs, beliefs that have developed on the basis of the everyday practical experience of business partners.

A feature of motivational business communication is that it provides a selective focus on the actions of business partners, stimulates their behavioral activity and maintains it at a certain level. Motivational communication is carried out as a mutual exchange of business partners with personal dispositional (intrinsic to them) motivations: aspirations, desires, needs, interests, attitudes, motives. This exchange can be activated under the influence of situational motivation - the determining factors of the business situation itself. The need for motivational business communication arises when it is necessary for business partners to form a certain attitude to action or update any need.

The specificity of material business communication is manifested in the fact that it is implemented mainly in the economic sphere of society, associated with the production of direct material means of life, the exchange of material products and services, and the satisfaction of the urgent material needs of business partners. That is why material business communication is decisive among other forms of business communication, since through it a basic material basis is created for the formation and functioning of all other forms.

Business communication in the spiritual sphere of society - spiritual business communication - has its own characteristics. It is associated with the production of spiritual values ​​and the creation of services in such areas of society as science, art, religion. Here, the creative mental nature of business communication is manifested to the greatest extent. It acts as a form of implementation of socially significant scientific, aesthetic activities of business partners. At the same time, business communication is realized as an exchange of spiritual values: scientific information, philosophical, aesthetic ideas and ideas. Spiritual business communication, thus, to the greatest extent contributes to the development of the spiritual, mental inner world of business partners.

Regulatory business communication is a form of implementation of joint socially significant activities of people in the political, legal and moral spheres of society. It is carried out by business partners as a mutual exchange of political, legal, moral knowledge, ideas, ideas. Through regulatory business communication, the socialization of business partners is carried out, their assimilation of political, legal, moral norms, values, traditions.

According to the method of information exchange, oral and written business communication are distinguished.

Oral types of business communication, in turn, are divided into monologic and dialogic.

Monologic types include:

• · greeting speech;
• commercial speech (advertising);
• information speech;
• report (at a meeting, meeting).

Dialog views:

• business conversation - short-term contact, mainly on one topic;
• business conversation - a long exchange of information, points of view, often accompanied by decision-making;
• Negotiations - discussion with the aim of concluding an agreement on any issue;
• · interview - a conversation with a journalist intended for print, radio, television;
• · discussion;
• meeting (meeting);
• · press conference;
• contact business conversation - direct, "live" dialogue;
• telephone conversation (distant), excluding non-verbal communication.

Stages of business communication

• · Establishing a contact (acquaintance). It involves understanding another person, presenting oneself to another person.
• · Orientation in the situation of communication, comprehension of what is happening, holding a pause.
• · Discussion of the problem of interest.
• · Solution to the problem.
• Ending a contact (leaving it).

Business conversation- this is a form of communication interaction, which is based on the basic principles, norms and rules of business etiquette and is characterized by a focus on relationships with subjects or a group of subjects to obtain mutually beneficial results. Subjects who take part in professional communication interaction observe the official style of communication and are aimed at obtaining a result, as a result of solving the tasks set, and achieving the set goals.

The skills of competent conduct of business conversations and a correct understanding of the characteristics of the interlocutor's personal characteristics, his goals, objectives and interests can be considered the determining factors for successful professional meetings and negotiations.

Ethics of business communication

Unlike other types of communication interactions, for example, personal or social, business communication has its own content characteristics and features. The selection of such features allows us to give a more specific and complete definition of the concept of "business communication".

The ethics of business communication is conditioned by how successfully the distinctive features of national psychological types that are preserved in group ideas about the state, nationality, in phraseological turns that contain generalized characteristics of the image are taken into account.

Knowledge of national and understanding of the psychological types of different nationalities, their traditions, customs, identity of cultural and historical heritage, their customs, language, features of expressing feelings, temperament, is urgently needed for a business person, regardless of his field of activity, professional orientation, since it contributes to effective communication , overcoming national egoism, fostering a respectful attitude towards the culture of other peoples.

The ethics of business communication is based on many sciences, in particular on the psychology of management and communication, ethics, scientific organization of labor. The study of communication ethics is driven by the needs of the modern world. Psychology and ethics of business communication are a kind of pillars of the success of interaction with various individuals.

A person, regardless of his role (head or middle manager, simple entrepreneur or civil servant), must certainly be able to clearly formulate his own thought, argue his point of view, analyze the partner’s judgments, evaluate critically relevant statements and proposals. For this, the most important condition is the ability to listen to the interlocutor, correctly conduct and direct the conversation, create a friendly atmosphere during communication, and make a positive impression. All these skills are impossible without appropriate preliminary training.

The central link in the ethics of communication is directly the personality of the leader or subordinate. In order to become a professional and an excellent specialist in any industry, it is not enough to have the proper knowledge and skills, interpersonal skills. In addition, you also need to have an appropriate level of speech culture and internal culture. The culture of speech and business communication are closely interconnected.

Today, ethical argumentation is represented by the two most common principles of its construction: the principle of utilitarianism and the moral imperative. The principle of utilitarianism is based on an action that will be considered morally justified, provided that it tends to benefit the maximum number of people. The amount of damage caused is compared with the total benefit of the action. If it outweighs the harm, then the decision is considered unethical. In cases where any alternative action will cause damage to some extent, then the path of least damage is chosen. The principle of the moral imperative is based on the fact that moral decisions under no circumstances depend on a specific consequence (i.e. a bribe is bad, deceiving one consumer is just as immoral as many others).

Etiquette of business communication is considered the most important aspect of professional behavior of people. Knowledge of etiquette is an urgently needed professional quality that must be acquired and improved. The role of business communication in the success of any business is difficult to overestimate. It is a necessary component of the life of individuals, the most important type of interaction with other personalities. After all, it is in communication that a certain system of goals is developed, which is characterized to some extent by stability. To achieve success in a conversation with business partners, their interests must be understood and taken into account. No less important for people is the ability to correctly formulate and express their thoughts, to achieve mutual understanding in solving problems with direct interaction of individuals.

Psychology of business communication

In psychological terms, communication interaction is at the same time an exchange of actions, thoughts, emotional experiences, feelings and a person's orientation towards himself, his own soul, conscience, dreams.

Psychology and ethics of business communication are components of a complex of sciences that are based on the basic categories and principles of most sciences.

The effectiveness of business communication interaction, first of all, is due to the activities of the subjects. Such activity has a socially significant equivalent, which can ultimately be measured by such a valuable and important indicator as monetary resources.

Business communication helps to establish connections and develop relationships aimed at cooperation and partnership between colleagues, superiors and subordinates, partners, rivals and competitors. A specialist, not to mention a leader, will never be successful in his activity if he does not master at least the basics of business communication. Communication interaction requires a high psychological culture from the individual.

Successful business communication also requires constant study and consideration of the emotional aspects of relationships. Often business people believe that feelings have no place in business, but they are greatly mistaken. After all, not paying attention to the feelings and emotional experiences of employees, you can bring the team to serious conflicts that will cost the company dearly. Reason and emotions are inseparable components of the subject. During communication interaction with a partner or colleague, many different signals are sent to their senses.

There are certain techniques by which you can turn the location of the interlocutor in your direction. The “proper name” technique is based on the obligatory pronunciation of the name of the interlocutor aloud. "Mirror of attitude" means that a smile on the face will cause a return smile, and a sullen grimace, on the contrary. A pleasant facial expression attracts the location of the interlocutor. Compliments are the "golden words" of any conversation. They contain a slight exaggeration of the merits that the interlocutor represents. However, it is necessary to distinguish between compliments and gross flattery, which consists in a strong exaggeration of the interlocutor's merits.

In the psychology of business communication, it is important to use methods of influencing interlocutors with the help of speech. Business communication and speech with it has a certain specificity. In communication interactions, 90% of the interlocutor's attention is paid to speech characteristics, when, for example, in interpersonal interactions, 50% or even less. Its main characteristics include:

• vocabulary that makes the conversation more vivid, rich, reasoned, accessible, convincing;

• composition of speech, which allows the use of professional terms instead of jargon;

• literacy;

• pronunciation and intonation.

It must be understood that it matters not only what the subject says, but also how he says it; non-verbal components, which include the speaker's posture, his facial expressions and gestures.

Culture of business communication

The most important indicator of assessing the professionalism of an employee is the culture of business communication. Many bosses focus on this when hiring an individual and in the process of fulfilling his job descriptions and job duties.

Business communication by phone is one of the main types of business conversation. After all, this is the only type of conversation in which it is impossible to influence the interlocutor non-verbally. That is why it is so important to use business communication skills during a telephone conversation.

Allocate generally accepted rules for conducting any business conversation. These include interest in the topic of conversation, favor and goodwill towards the partner in the conversation, the lack of influence of your general mood on the nature of the conversation.

Communication is considered to be the communication interaction of two or more subjects. Its main purpose is the exchange of messages of a cognitive nature or emotional orientation. In the process of communication, the interlocutor influences the behavior of the communication partner, his state, beliefs and worldview. Such influence will always be mutual, but quite rarely - uniform. Most often, communication is found in the course of joint activities of individuals.

In the process of communication, individuals exchange facial expressions, gestures and phrases among themselves. In addition, both communication partners have virtual images of how each of them looks from the outside, located in their head. Such images may be similar to the true ones, but not completely. Also in the head contains the image of his partner. Such an image may correspond to reality, but each time he makes adjustments to it. In addition to the two subjects directly involved in a business conversation, there are also social norms. Each individual believes that he is unique, extraordinary and has his own opinion on everything, however, the result of any communication is reduced to the judgment of the social norm.

The culture of business communication implies several styles of communication and their principles. The culture of business communication interaction also includes the etiquette of business communication, which implies compliance with certain frameworks, norms and rules of conduct, for example, punctuality, culture of speech, appearance, etc.

The culture of speech and business communication are indispensable in the modern world of business and entrepreneurship. After all, most of the work process is occupied by conversations, conversations, meetings, negotiations. In some areas of activity, career growth directly depends on the culture of speech and perfect knowledge of business communication etiquette.

The business type of communication differs from others in that it will always pursue specific goals, have a time limit and often be divided into intervals. Communication will succeed only if there is mutual understanding and trust between the partners.

Features of business communication

Business communication is called a rather complex multifaceted process of forming contacts between individuals who are interconnected by professional interests, work or official activities. Participants in communication interactions act in an official status and are aimed at achieving results, solving specific problems. A characteristic feature of the process of communicative interaction is its regulation, which means subordination to the established framework, determined by national traditions and cultural customs, professional ethical standards.

The etiquette of business communications contains two groups of rules - these are norms and instructions. Norms are horizontally directed rules that work in the course of communication between members of the same group who are equal in status. Instructions are vertically oriented rules that determine the nature of the interaction between a superior and a subordinate.

Features of business communication are expressed in submission to general requirements, which consist in a friendly and precautionary attitude towards absolutely all work colleagues, service partners, regardless of personal preferences, mood, likes or dislikes.

The regulation of business communication is also expressed in the culture of speech.

Business communication and speech must comply with the norms of linguistic behavior developed by the society, grammar and style, typical ready-made “formulas” that allow the formation of etiquette situations of greeting, gratitude, etc., for example, “hello”. All sustainable label designs must be selected taking into account age and.

Communication as an interaction implies that the subjects establish relationships with each other, exchange the necessary information and information in order to build joint activities, i.e. cooperation. And in order for communication as a communicative interaction to occur without any problems, it must contain the following steps:

• establishing contact, i.e. acquaintance, which involves the understanding of another individual, a kind of presentation (representation) of oneself to another subject;

• orientation in a situation of communicative interaction, comprehension of what is happening, holding pauses and intervals;

• discussion of a question or task of interest;

• problem solving if necessary;

• end of contact.

The organization of business communication should be built on a partnership basis, based primarily on the principles of cooperation, proceed from mutual needs and requests, from the interests of the cause. Such cooperation will increase labor productivity, creative activity, which is the most important factor in the progress of production, commerce and business.

Business language

The language of business communication is an official business style of speech, which is a functional type of syllable and is intended for communicative interaction in the field of business, entrepreneurship, commerce and other professional activities. The functional variety of the syllable is a failure of the system of language units, the methods of their selection and use, which are determined by the social purposes of speech communication.

Speech communications in the field of professional activity have a number of specific characteristics that are explained by the situation of communication. An important significance in the conditions of business communication is that legal entities (organizations, enterprises) and officials, ordinary employees can be members of such communication. The peculiarity and essence of information relationships that business communication subjects can enter into depends on the place of the institution or employee in the hierarchy of organizations or positions, respectively, competence, content of activities and a number of other factors. The relationship between institutions and specialists is stable and regulated by the accepted norms of law, as a result of which the information flows of institutions have a so-called “programmed” character that meets the needs of an organization or field of activity.

The foundations of business communication always include three main aspects: orthological, communicative and ethical.

Orthology is the science of the correctness of speech, the norms of the language and their changes. In the mind of the subject, who expresses his thoughts either orally or in writing, the norm is a model, a template, a scheme by which a phrase, a sentence is built. The formation of such norms is influenced by the literary creativity and speech practices of the ethnic group, which are a mandatory criterion for the unity of the language and the correct functioning of the speech system. Therefore, literacy is an indispensable condition for success in business communications. An important characteristic of business communication is the possession of the normative aspect of the language of oral and written business speech by managers, leaders, employees, employees.

The language of business communication has a huge arsenal of tools that should be used, taking into account the scope, situation, tasks, circumstances, genre of speech, and mobilize to achieve the goal of communication. The communicative side of the culture of speech considers precisely these issues.

The choice of words in accordance with the goals and situation of communication is determined by the requirements of relevance and purity of speech. And for this you need to know the styles of the literary language. So, for example, an abundance of specific terms, standard phrases and clichés is typical for business writing, but it is absolutely not suitable for colloquial speech.

The ethical side of the culture of speech is represented by speech etiquette, which studies special means of speech to regulate social ties and interpersonal relationships. These include: speech etiquette formulas, texts and norms for their use, as well as rules of conduct in different conditions.

Etiquette norms of business communication are dependent on the national character. So, for example, what would be a sign of respect in European countries may be considered an insult in Muslim states.

Types of business communication

The business type of communications involves setting goals and solving the most important problematic issues. There is a classification of types and forms of business communication. Each of the types of communications explains the process, which is closely related to the conditioned sphere.

Types, forms and means of business communication today are quite diverse. However, the transmission of information is carried out only through sign systems. From here, business communication can be divided into verbal communication, where the sign system is represented by language, and non-verbal business communication, in which non-verbal sign systems are used. This division is also used in other types of communicative interaction.

Verbal communications include conversation, i.e. it is verbal communication.

Non-verbal business communication contains everything that gives the subject of communication additional information about the subject of the conversation and about the speaker himself. This includes postures, facial expressions, gestures, intonations.

Many experts are sure that interlocutors in the process of communication receive only a small percentage of information through words, and everything else through signals that they read and decipher subconsciously during non-verbal communication. Also, the types of professional communication include direct and indirect (indirect) form.

The direct view of professional communications represents the interaction of individuals in the same space and at the same time. It includes negotiations, conversations, etc. In direct contact during a conversation, non-verbal communication and oral communication are of the greatest importance.

An indirect type of communication includes the transfer of information using written speech (for example, an electronic message or telephone communication). This type of interaction is considered less effective than direct communications. Among indirect communications, business communication by telephone is most in demand. It is distinguished by direct voice contact during a conversation and a wide variety of communication methods. This makes it easy to combine the business (formal) interaction and the personal (informal) part of any message.

In any case, in business communication, as well as in other types of interpersonal communicative interactions, the presence of people at the same time in the same space and at the same time is important, which allows you to establish eye contact, make a good impression and influence the entire process of communicative interaction.

Forms of business communication

There are several forms of business communications that meet the specific requirements of professional situations. These include: business correspondence, conversation, meeting, negotiations, public speaking, press conference and dispute.

Business correspondence refers to an indirect type of communication, which is implemented through written speech (orders, letters, requests, resolutions, etc.). There are business correspondence within the institution (enterprise), for the organization and between organizations.

A business conversation includes discussions of all kinds of working nuances and processes to make an important decision or to discuss details.

To hold a business meeting, a working team of a company, enterprise, organization or a separate management team, some departments gather to solve pressing problems, plan further activities and set goals.

Public speaking is a subspecies of a business meeting, during which one subject takes a leadership position and highlights an important problem, shares information with a certain circle of people. The main thing at the same time is that the speaker should have a complete and detailed understanding of the topic and content of the conversation, possess the necessary personal qualities that would allow him to convey the topic of the speech to the audience.

In the course of business negotiations, the obligatory result of communication should be finding a solution and its adoption. In the process of negotiations, each of the parties has its own position and direction of views, and the result is a deal or a signed contract.

A press conference implies a meeting of officials (for example, leaders, government officials, businessmen, politicians, etc.) with representatives of the media to inform the society on topical and exciting issues.

Not all issues in the course of business communications can be resolved without a dispute, but it can often only complicate the situation due to the fact that individuals behave not always professionally and too enthusiastically, emotionally defend their own position.

Forms of business communication cover all situations that arise in the course of professional activity. The role of communication in professional activities is to streamline the processes of communicative interactions within the boundaries of the business environment.

Business communication rules

The rules and norms of business communication are of great importance in the professional activities of individuals. One wrong word can lead to the loss of a multi-million dollar deal or cancel all the efforts on the path to career growth. So, there are some general rules of business communications.

The first rule is clear, legible speech. The listener must understand what the interlocutor is talking about.

The second rule is to avoid monotony during the conversation. Monotonous speech can make anyone feel sad. Emotionally uncolored speech causes an irresistible desire to run away from the interlocutor.

The next rule suggests that the speaker's speech should be of medium pace. Very slow speech leads to the disinterest of the interlocutor. It makes you distract from the information of the speaker. And too fast speech leads to the fact that the communication partner simply does not keep up with the speaker's train of thought. In the case of an excessively fast or slow pace of speech, good communication will not work. Try to alternate between short and long sentences. Since long, overloaded sentences are difficult to understand. And a speech consisting only of short phrases will not make the proper impression. Questions should be asked wisely. In a conversation, open and closed questions are equally important. It is necessary to learn to hear the interlocutor during a conversation. It is not recommended to start a conversation with business proposals. This can only cause rejection on the part of the interlocutor. You should try to avoid direct advice. The point of view should be expressed gently and unobtrusively, while constantly emphasizing that this is just a subjective vision of the topic. Self-thinking of the problem should be encouraged. It is not recommended to report ready-made solutions. Accepted cultural norms and rules of etiquette must be observed. After all, the success of professional activity as a whole depends on their observance.

Business communication differs from other types of interpersonal communications in its regulation. Such communication can be characterized as strict observance by all participants of the process of their personal roles. This means that in different professional situations, an individual can be both a leader and a subordinate, a partner and a colleague. The high responsibility of each participant in business interaction for its result is the main characteristic of business communication.

The success of business communications and communication is largely determined by the chosen strategies and tactics of communication, which implies the ability to clearly formulate the goals of communication interactions, correctly determine the interests of partners.

Business communication styles

The scope of business communication extends to the legal, managerial, social aspects of the life of subjects. Therefore, the official business style of communications is determined by the practical requirements of professional activity and life in general. It can be implemented in writing (for example, business e-mail correspondence, regulations, etc.) and orally (for example, meetings, negotiations).

In today's society, using the style of business communications correctly means ensuring sustainable career advancement, raising personal status and success in all areas of business activity.

Business style, in turn, is divided into several subspecies - legislative subspecies, diplomatic and administrative-clerical subspecies. Each of these subspecies has its own specifics, communicative forms and speech clichés. So, for example, a memorandum, a note are used in diplomatic communications. In the administrative-clerical style, a receipt, a memorandum, a certificate, a power of attorney, a characteristic, an order, etc. are used. Legislative style - law, paragraph, regulation, agenda, code, etc.

The ultimate accuracy of speech is an essential component of business style. It is achieved, first of all, through the use of special terms, which can be both widespread and highly specialized. Today, the business style of communication is considered the most common in the everyday practice of formal interaction.

Business communication styles include manipulative, ritualistic, and humanistic.

The manipulative style implies the attitude of one conversation partner to another as a production tool and using it to complete tasks or obtain certain results. Typical examples of such communications are personal control over the implementation of tasks.

The main task of partners in the ritual style of communication is to create the desired image in society. In such communications, the status of the interlocutors is important, and not their personal or business qualities.

The main direction of the humanistic style is the support of interlocutors to each other and the collective discussion of problems. Separate characteristics of partners are not analyzed and are not divided into positive qualities or negative ones. The individual is fully accepted. This approach highlights the personal qualities of the individual and his individual characteristics. However, under some circumstances, this style of interaction is inappropriate. Knowledge of the features of communications and means of business communication ensure the success of professional activity.

Principles of business communication

The role of business communication in the daily life of individuals is difficult to overestimate, because it affects almost all areas of life. Business communications, as well as other types of interpersonal interactions, have their own general principles for regulating the flow of professional communication processes.

The principles of business communication include interpersonal communication, its purposefulness, continuity of communications and multidimensionality.

Interpersonality is characterized by the openness of the interaction of individuals and diversity. It is based on the personal interest of individuals to each other. The organization of business communication with this principle of construction is aimed mainly at the professional component of the process, but do not forget that it will still have the character of interpersonal interaction and contain a kind of interpersonal radical. The implementation of communication under any circumstances is determined not only by a specific activity or the problem under discussion, but also by the personal properties of the interlocutors, their relationships. It follows that any business communication interaction is inseparable from interpersonal relationships.

Purposefulness of communications is multi-purpose. In the course of communication, an unconscious goal along with a conscious one has an information load. So, for example, the speaker acquaints those present with a problematic issue, while pursuing the goal of bringing the essence of the issue to the attention of the participants in the process. However, along with this, on an unconscious level, he may have a desire to show off or demonstrate to the participants his own, eloquence, etc.

Continuity is the initiation of continuous business and interpersonal interaction with a partner when it enters his field of vision. Since communication contains both verbal elements and non-verbal means of business communication, people constantly send behavioral messages. The interlocutor attaches a specific meaning to such messages, as a result of which he draws the appropriate conclusions.

Multidimensionality is based on the fact that individuals in various situations of business interaction not only exchange data, but in one way or another regulate relationships. Since the sphere of business communication is quite diverse, at least two sides of the relationship can be carried out in the processes of communication. One is to maintain business interaction and transfer professional information. The other is in the transfer of an emotional attitude towards a partner, which is present in any contact.