Business communication is a form of communication interaction that 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 adhere to the official style of communication and are aimed at obtaining results by solving assigned tasks and achieving established goals.
The skills of competently conducting a business conversation and a correct understanding of the personal characteristics of the interlocutor, his goals, objectives and interests can be considered the determining factors for conducting 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 meaningful characteristics and features. The identification 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 determined by how successfully the distinctive features of national psychological types preserved in group ideas about the state, nationality, and 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, uniqueness of cultural and historical heritage, their customs, language, peculiarities of expression of feelings, temperament, is urgently necessary for a business person, regardless of his field of activity, professional orientation, since it promotes effective communication , overcoming national egoism, fostering respect for the culture of other peoples.
The ethics of business communication is fundamentally based on many sciences, in particular on the psychology of management and communication, ethics, and the 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 unique pillars of successful interaction with various individuals.
A person, regardless of his role (a leader or middle manager, a simple entrepreneur or a civil servant), must certainly be able to clearly formulate his own thoughts, argue his point of view, analyze the judgments of a partner, and critically evaluate 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 element of communication ethics is the direct 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 necessary knowledge and skills, and interpersonal skills. In addition, you also need to have an appropriate level of speech culture and internal culture. Speech culture 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 the harm outweighs, then the decision is considered unethical. In cases where any alternative actions will cause damage to some extent, 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 the same immoral act as many).
Business communication etiquette is considered the most important aspect of people’s professional behavior. 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 individuals. 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 conversations with business partners, you must understand and take into account their interests. No less important for people is the ability to competently formulate and express their thoughts, to achieve mutual understanding in solving problems in the 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 the orientation of the individual towards himself, his own soul, conscience, dreams.
Business communication can be considered a process that is based on education and self-education. This is a form of personal creativity that helps to identify and develop the best sides of an individual’s personality.
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 is, first of all, determined by 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 manager, will never be successful in his activities 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 very mistaken. After all, not paying attention to the feelings and emotional experiences of employees, you can lead the team to serious conflicts that will cost the enterprise dearly. Reason and emotions are inseparable components of the subject. During a communication interaction with a partner or colleague, many different signals are received by their senses.
There are certain techniques with which you can turn the interlocutor’s disposition in your direction. The “proper name” technique is based on the obligatory pronunciation of the interlocutor’s name out loud. “Mirror of attitude” means that a smile on the face will cause a reciprocal smile, and a gloomy grimace, on the contrary. A pleasant facial expression attracts the interlocutor's favor. 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 compliments from rude flattery, which consists of greatly exaggerating the merits of the interlocutor.
In the psychology of business communication, it is important to use methods of influencing interlocutors through speech. Business communication and speech during it have certain specifics. During communication interactions, 90% of the interlocutor’s attention is paid to speech characteristics, when, for example, during interpersonal interactions – 50%, or even less. Its main characteristics include:
- vocabulary that makes the conversation more vivid, rich, reasoned, accessible, and persuasive;
- composition of speech, which allows the use of professional terms instead of jargon;
- literacy;
- pronunciation and intonation.
It is necessary to understand that it matters not only what exactly the subject says, but also how he says it; non-verbal components, which include the speaker’s posture, facial expressions and gestures.
Express your opinion correctly
By representing the views of others, you can shape your own so that they are acceptable to others. This does not mean that you need to adapt to others. Just express yourself in a way that doesn't offend your interlocutor.
For example, your boss asks what you think about a new development strategy. And let’s say you don’t like it, you see many negative consequences that the boss does not notice. After asking him a few open-ended questions, you realized that your views did not coincide. The boss is very happy with this strategy and believes it will work.
Instead of saying, “I think this is a terrible idea and it has too many weak points,” try to frame your opinion in a way that adds something useful to the conversation. If you simply criticize the plan, your boss will likely become angry and not be able to take constructive comments.
It would be better to say: “I understand what you were focusing on when you made this plan. And it can really benefit us in the future. But I'm a little worried about some things, I've encountered similar problems before. Are you interested in my opinion? The boss will see that you are cooperative and not just trying to criticize, and will take your words seriously.
Business communication culture
The most important indicator of assessing the professionalism of an employee is the culture of business communication. Many bosses focus their attention on this when hiring an individual and in the process of fulfilling his official instructions and job responsibilities.
Business communication over the 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. This is why it is so important to use business communication skills during a telephone conversation.
There are generally accepted rules for conducting any business conversation. These include interest in the topic of the conversation, favor and goodwill towards the conversation partner, and the absence 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 or emotional nature. 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 even. Most often, communication is discovered during the joint activities of individuals.
In the process of communication, individuals exchange facial expressions, gestures and phrases with each other. In addition, both communication partners have virtual images of what each of them looks like from the outside, located in their heads. Such images may be similar to the true ones, but not completely. The head also contains the image of your partner. Such an image may correspond to reality, but each individual makes adjustments to it every time. 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 comes down to the judgment of the social norm.
The culture of business communication implies several communication styles and their principles. The culture of business communication interaction also includes business communication etiquette, which implies adherence to certain frameworks, norms and rules of behavior, for example, punctuality, speech culture, appearance, etc.
Speech culture 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, and 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 are often divided into intervals. Communication will be successful only if there is mutual understanding and trust between the partners.
Basic principles
Although there are national differences in the specifics of ethics, these principles are universal, which are followed in different countries of the world:
1. Punctuality
It doesn’t matter what position you hold or what type of communication you have, horizontal or vertical, you simply must show up for the meeting at the specified time and fulfill your obligations on time. Otherwise, trust will not be formed in you, which will significantly interfere with achieving success, since in the business world you will be known as an irresponsible leader or employee.
2.Confidentiality
It indicates your reliability and desire to continue the relationship. And it doesn’t matter whether you keep silent about company secrets or directly store the personal information of an employee or boss - you will be worthy of trust and respect.
3. Friendliness
She does not oblige you to be friends and force yourself to “love” someone, but you simply must be friendly, smile and tactfully treat both an annoying client and an employee, manager or subordinate. Remember, we studied non-verbal types of emotional manifestations with the help of which it is possible to influence another person in this article? So, a smile attracts the interlocutor, sometimes disarming him if he was initially inclined to conflict.
4. Consideration for others
It also includes the ability to hear, respect other people’s opinions, notice the emotional state of the interlocutor, the desire to understand his point of view and the willingness to find something in common in a dispute. If you feel that you are not always successful in this, then try to learn the technique of active listening, this will significantly increase the efficiency and effectiveness of the dialogue. How to do this, read the article about active listening techniques.
5. Appearance
It simply must comply with the regulations of the company you work for. No matter how educated and sociable you are, if during a meeting your appearance is repulsive and does not fit into the situation at all, this will greatly affect the outcome of the conversation and, in general, the desire to continue cooperation with you. You must not only have a neat appearance, but also maintain a consistent style, because, as you remember: “They are greeted by their clothes, but seen off by their minds.”
6.Literacy
It consists not only in the ability to write a letter without grammatical and spelling errors, but also in expressing one’s opinion without using filler words and obscene language. It is considered an advantage if you can use terms that do not interfere with the understanding of others. Language difficulties generally cause a lot of problems on the path to mutual understanding, so literacy and correctness are important in any interpersonal relationships.
7.Specificity
If a leader can't set goals or be clear to employees, the company won't get far. Likewise with subordinates, they will not be responsible for any “piece” of the company, and, accordingly, will be promoted until they learn to plan and make constructive decisions. Read “How to set goals correctly in order to achieve success in any activity.”
8.Tolerance of others
In business you cannot be led by emotions. Your actions must be calculated and the situation under control; this is the specificity of the business world. Therefore, although it is not useful for the body to hold back emotions, the ability to clench your teeth at a tense moment is very valuable. The main thing is to then allow yourself to let off steam and relax, otherwise there is a possibility of acquiring a psychosomatic illness.
9.Honesty
In order for you to be trusted and your partnership to continue, cooperation must not be cunning in transactions and try to get a one-sided benefit. In the world of business, reputation plays a very important role, which can be easily destroyed, like a house of cards, with just one ugly act.
10.Delimitation
Some people are capable of mixing personal with work, and this is not right, because if, for example, someone causes hostility, this does not mean that he cannot benefit the company. Therefore, you shouldn’t get too involved; each of us has some psychological nuances that can cause irritation and reluctance to communicate. It is necessary to notice resources and opportunities, to calculate the benefits of a direct professional nature.
11.Admit your mistakes
There are no perfect people, the human factor always takes place, and in order to maintain your authority, and sometimes increase it, you should always apologize for the inconvenience caused and correct the situation. Such an act is worthy of respect and is highly valued in the business world.
12.Ability to get out of conflict situations with dignity
In order not to ruin the existing relationship, but also try to move forward in it. Not everyone is able to find resources in a dispute, but you can easily learn this by reading the article “Types of conflicts and the best ways to resolve them.”
Features of business communication
Business communication is a rather complex, multifaceted process of forming contacts between individuals who are connected by professional interests, work or official activities. Participants in communication interactions act in an official capacity and are aimed at achieving results and solving specific problems. A characteristic feature of the process of communicative interaction is its regulation, which means subordination to established frameworks determined by national traditions and cultural customs, and professional ethical standards.
The etiquette of business communications contains two groups of rules - norms and instructions. Norms are horizontally directed rules that work in the course of communication between members of the same group of equal status. Instructions are vertically oriented rules that determine the nature of the interaction between a boss and a subordinate.
The peculiarities of business communication are expressed in submission to general requirements, which consist of a friendly and helpful attitude towards absolutely all work colleagues and 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 socially developed norms of linguistic behavior, grammar and style, standard 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 socio-psychological characteristics.
Communication as an interaction implies that subjects establish relationships with each other, exchange the necessary information and information in order to build joint activities, i.e. cooperation. And for communication as a communicative interaction to occur without any problems, it must contain the following stages:
- establishing contact, i.e. acquaintance, which involves understanding another individual, a kind of presentation (introduction) of oneself to another subject;
- orientation in a situation of communicative interaction, comprehension of what is happening, maintaining pauses and intervals;
- discussion of an issue or task of interest;
- if necessary, solving the problem;
- ending the contact.
The organization of business communication should be built on a partnership basis, based, first of all, on the principles of cooperation, based on mutual needs and requests, and on the interests of the business. Such cooperation will increase labor productivity and creative activity, which is the most important factor in the progress of production, commerce and business.
Language of business communication
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 a syllable represents a failure of the system of linguistic units, 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 explained by the communication situation. An important significance in the context of business communication is that members of such communication can be legal entities (organizations, enterprises) and officials, ordinary employees. The peculiarity and essence of information relationships into which subjects of business communication can enter depend on the place of the institution or employee in the hierarchy of organizations or positions, respectively, competence, content of activity and a number of other factors. The relationship between institutions and specialists is stable and regulated by accepted norms of law, as a result of which the information flows of institutions have a so-called “programmed” nature that meets the needs of the organization or field of activity.
The fundamentals of business communication always include three main aspects: orthological, communicative and ethical.
Orthology is the science of correct speech, the norms of language and their changes. In the mind of a subject who expresses his thoughts either orally or in writing, a norm is a sample, a template, a scheme according to which a phrase or sentence is constructed. 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 proper functioning of the speech system. Therefore, literacy is an indispensable condition for success in business communications. An important characteristic of business communication is the mastery of the normative aspect of the language of oral and written business speech by managers, executives, employees, and employees.
The language of business communication has a huge arsenal of means that must be used, taking into account the scope of application, situation, tasks, circumstances, genre of speech and mobilized to achieve the goal of communication. The communicative side of speech culture examines precisely these issues.
The choice of words in accordance with the goals and situation of communication is determined by the requirements of appropriateness and purity of speech. And for this you need to know the styles of the literary language. For example, an abundance of specific terms, standard phrases and cliches is typical for business writing, but is absolutely not suitable for colloquial speech.
The ethical side of speech culture is represented by speech etiquette, which studies special means of speech to regulate social connections and interpersonal relationships. These include: speech etiquette formulas, texts and norms for their application, as well as rules of behavior in different conditions.
Etiquette standards for business communication depend on the national character. So, for example, what would be a sign of respect in European countries can be considered an insult in Muslim countries.
Types of business communication
The business type of communications involves setting tasks and solving the most important problematic issues. There is a classification of types and forms of business communication. Each type of communication explains a process that is closely interconnected with the specified sphere.
The types, forms and means of business communication today are quite diverse. However, information is transmitted 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. This is oral verbal communication.
Nonverbal business communication contains everything that gives the subject of communication additional information about the subject of the conversation and about the speaker himself. This type of communication includes postures, facial expressions, gestures, and intonations.
Many experts are confident that interlocutors in the process of communication receive only a small percentage of information through words, and the rest through signals that they read and decipher subconsciously during non-verbal communication. Also, types of professional communication include direct and indirect (indirect).
The direct type of professional communications represents the interaction of individuals in the same space and at the same time. This includes negotiations, conversations, etc. In direct contact during a conversation, non-verbal communication and oral communication are of greatest importance.
Indirect communication includes the transmission of information through written language (for example, email or telephone communication). This type of interaction is considered less effective compared to direct communications. Among indirect communications, business communication over the telephone is in greatest demand. It is distinguished by direct voice contact during a conversation and a wide variety of communication techniques. This makes it easy to combine the business (formal) interaction and the personal (informal) part of any message.
In any case, in business communication, just as in other types of interpersonal communicative interactions, it is important for people to be present simultaneously in the same space and at the same time, which allows you to establish eye contact, make a pleasant impression and influence the entire process of communicative interaction.
First of all, try to understand your interlocutor
Many people listen only to respond or to decide how what the other person says will be useful to them. Instead, during a conversation, think about what the other person is really trying to tell you. This will help you better understand his needs. Knowing them will help you come up with a decent response that will help build trust.
The interlocutor will have the feeling that you really care about his opinion, that you understand him better than others. He will have a more positive attitude towards you and will be more likely to cooperate with you in the future. Ultimately, this will help you get what you want faster and without unnecessary conflict, while helping the other person feel good.
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 an institution (enterprise), for an organization and between organizations.
A business conversation includes discussions of all sorts of working nuances and processes to make an important decision or to discuss details.
To hold a business meeting, the working team of a company, enterprise, organization or individual management team, some departments gather to solve pressing problems, plan future activities and set tasks.
Public speaking is a subtype of business meeting, during which one subject takes a leadership position and highlights an important issue and shares information with a certain circle of people. The main thing is that the speaker has a complete and detailed understanding of the topic and content of the conversation, and has the necessary personal qualities that would allow him to convey the topic of the speech to the audience.
During business negotiations, the mandatory outcome of communication should be finding a solution and its adoption. During the negotiation process, each party has its own position and direction of views, and the result is a concluded deal or a signed contract.
A press conference involves a meeting of officials (for example, managers, government officials, businessmen, politicians, etc.) with representatives of the media to inform society on current and exciting issues.
Not all issues in the course of business communications can be resolved without a dispute arising, but it can often only complicate the situation due to the fact that individuals do not always behave professionally and are too enthusiastic, emotionally defending their own position.
Forms of business communication cover all situations arising in the course of professional activities. The role of communication in professional activity is to streamline the processes of communicative interactions within the boundaries of the business environment.
Content
Introduction 3
1. Basic principles of the theory of business communications 7
a. Communications in the enterprise 7
b. Types of communicative influences. Agitation, propaganda, advertising, PR 9
2. Features of business communications in the organization 12
a. Communication as a function of organization management 12
b. Models of business communications 14
c. features and structure of internal communications in the organization 19
3. Modern idea of business communications 26
a. Business meeting 29
b. Press conference 31
c. Business negotiations 32
Conclusion 38
List of sources used 39
Rules of business communication
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 multimillion-dollar deal or ruin all efforts towards career growth. So, there are several general rules of business communications.
The first rule is clear, intelligible speech. The listener must understand what the interlocutor is saying.
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 assumes that the speaker's speech should be at an average pace. Very slow speech leads to disinterest in the interlocutor. It forces one to be distracted from the speaker's information. And speaking too quickly leads to the fact that the communication partner simply cannot keep up with the speaker’s train of thought. If the speech rate is excessively fast or slow, good communication will not work. You should try to alternate short and long sentences. Since long, overloaded sentences are difficult to understand. And a speech consisting only of short phrases will not make the right impression. You should ask questions wisely. Open and closed questions are equally important in a conversation. You need to learn to hear your interlocutor during a conversation. It is not recommended to start a conversation with business proposals. This can only cause rejection and aggression on the part of the interlocutor. You should try to avoid advice given directly. The point of view should be expressed softly and unobtrusively, while constantly emphasizing that this is just a subjective vision of the topic. Independent thinking about the problem should be encouraged. It is not recommended to communicate ready-made solutions. It is necessary to comply with accepted cultural norms and rules of etiquette. After all, the success of professional activity as a whole depends on their compliance.
Business communication differs from other types of interpersonal communications in its regulation. Such communication can be characterized as strict adherence by all participants in the process to 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 communication strategies and tactics, which implies the ability to clearly formulate the goals of communication interactions and correctly determine the interests of partners.
Ask open questions
People often hold back and do not express their thoughts. To build a trusting relationship, you need to find out the real motives and desires of the interlocutor. Formulate questions in such a way that you can answer more than just “yes” or “no.” And don’t forget to mention that you won’t judge the other person for their answer.
For example, colleagues often share their irritation about some problem. To help them, you need to ask an open question: “What needs to change for the situation to get better?” This will help shift attention from the problem itself to its solution.
Then ask follow-up questions, such as, “What exactly do you mean?” This way, you can go deeper into the issue and find the causes of the problem, which means you will bring more benefit to your colleagues and strengthen your relationships with them.
Business communication styles
The sphere of business communication extends to the legal, managerial, and social aspects of the life of subjects. Therefore, the official business style of communication is determined by the practical requirements of professional activity and life in general. It can be implemented in written form (for example, business correspondence by e-mail, regulations, etc.) and orally (for example, meetings, negotiations).
In modern society, using the style of business communications correctly means ensuring sustainable advancement on the career ladder, increasing personal status and success in all areas of business activity.
Business style, in turn, is divided into several subtypes - legislative subtype, diplomatic and administrative-clerical subtype. Each of these subtypes has its own specifics, communicative forms and speech clichés. For example, in diplomatic communications a memorandum and a note are used. In the administrative-clerical style, a receipt, memorandum, certificate, power of attorney, characterization, order, etc. are used. In legislative style - law, paragraph, regulation, agenda, code, etc.
Extreme precision 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 the use of it to complete tasks or obtain certain results. Typical examples of such communications are personal control over the implementation of assigned tasks.
The main task of partners in a 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 interlocutors’ support of each other and collective discussion of problems. Individual characteristics of partners are not analyzed and are not divided into positive or negative qualities. The personality is perceived completely. This approach highlights the personal qualities of the individual and his individual characteristics. However, in some circumstances this style of interaction is inappropriate. Knowledge of communication features and means of business communication ensures the success of professional activities.
