The features of business communication can be attributed. Psychological aspects of business communication

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With myself. Apparently, business chat is another variety.

As noted, the essence Business communication It is that it has a regulated (target) character and is limited to the framework of a particular topic or a circle of issues. It is carried out, as a rule, during business interaction, in the official, work environment, both in the form of direct personal contact and through technical means.

You can call such forms of business communication as a business conversation, meeting, meeting, meeting, negotiations, presentation, conferences and teleconference, business correspondence (now, increasingly - by email). Consultation of an expert (doctor, lawyer) on a specific issue, consultation, an interview with a journalist, tasks subordinate, their reports before leadership, student's performance at the seminar, passing the exam, standing, interview with the teacher - all these are examples of business communication.

Researchers are noted by some modern trends in changing the role, content and quality of business communication.

First, there is a significant strengthening in modern life Both in our country and abroad the role of communication, and both business and interpersonal. Currently expanded contacts between people, especially in the field of international relations. In Russia, the role of communication in the process of creating and providing various services was significantly intensified.

Secondly, there is a noticeable weakening of the role of direct communication in connection with the development of electronic communication systems and a virtual organization of labor.

Thirdly, the nature of communication has a significant impact of the socio-economic and political bundle of modern Russian society.

Principles of business communication

The general principles regulating the flow of business communication processes include its interpersonality, focus, continuity and multidimensionality.

Interpersonality. Interpersonal communication is characterized by the openness and multiplicity of the interaction of people based on their personal interest in each other. Despite the mainly business orientation, business communication inevitably has the nature of interpersonal contact, contains a certain interpersonal radical. The implementation of business communication in any case is due not only to a specific business or a business issue discussed, but also the personal qualities of partners, their attitude towards each other. Therefore, business communication is inseparable from interpersonal contact.

Focus. It is clear that any act of business communication is targeted. At the same time, the focus of business communication is multipurpose. In the process of communication, along with aware of the purpose of the information load also bears and unconscious (underlying) goal. So, the speaker, reporting the audience statistical data, wants to outlines an objective situation in the problem area. At the same time, it may be at an unconscious level, he has a desire to demonstrate its intelligence, erudition and eloquence present. In the same episode, other goals can be found.

Continuity. Once in the field of view of the business partner, we initiate continuous business and interpersonal contact with it. Because communication includes both verbal and non-verbal elements, we constantly send behavioral messages to which the interlocutor attaches a certain meaning and makes the appropriate conclusions. Even the silence of the partner or its physical absence is currently included in the act of communication, if they are significant for another person. This is because any our behavior informs about anything. It is a reaction to the situation and the surrounding people. Experienced participants in communication are obliged to know about the constantly transmitted explicit and implicit messages.

Multidimensionality. In any situation of business interaction, people not only communicate with information, but somehow regulate their relationships. For example, when, going on a trip, Leonid says Denis: "We need to take a map with you," he not only transmits information. It is important how Leonid says - depending on the tone, his message may mean: "I'm more good than you - if not for me, we would have forgotten an important thing for our trip."

In the course of business communication, at least two aspects of relationships can be implemented. One aspect is to maintain business contact, transferring business information. The other is the broadcast of an emotional relationship to a partner (positive or negative) present in any interaction. For example, someone says to someone: "I am glad to see you." Mimica, accompanying these words, will show whether the speaker is truly sincerely glad to see the interlocutor. If he smiles, he says sincerely, looks into his eyes and pats the interlocutor on his back or confidently shakes him his hand, the latter regards it as the location signs. And if the words of greetings are pronounced quickly, without penetrating intonation, with an impassive facial expression, the one to whom they are addressed, will perceive them only as ritual signs of etiquette.

Contexts of business communication

The process of business communication is a significant impact of physical, socio-role and emotional-moral contexts in which it happens.

Physical context Business communication make up a place, time, environmental conditions ambient (temperature, lighting, noise level), physical distance between participants, etc. Each of these factors can positively or adversely affect communication. For example, when the head is sitting at the table in the office and speaks with his subordinates - this is one context when he speaks with the same people behind a round table in the conference room - another context.

Social Role Context It is determined by the purpose of communication and the fact that it occurs - in the office, at the official reception ceremony, at a business meeting, in an educational audience, police station, in a restaurant, among members of the labor collective or when visiting a competing organization. The interpersonal relationships and social positions of its participants also affect the flow of business communication.

All this affects the content of communication and on how to form, various messages are transmitted and understood. So, the secretary of the head of the company is talking in different ways with his chief and with clients. The young employee recently accepted into the company will behave differently when congently with his peer and with a much more experienced and titled specialist.

Emotional-moral context Creates moods and feelings that each interlocutor introduces into communication. They have the meaning and communication that formed between the participants in previous communication episodes and affecting the understanding of what is happening in the current situation.

The emotional-moral aspect is the main psychological content of business communication, its inner side. To give a psychological assessment to business communication - it says how the relationship between business partners in the "human" dimension (respect for disrespect, arrogance-subdirectification, etc.).

From a psychological point of view, it is important which emotions and feelings accompany the process of communication: joy, lift, inspiration or fear, anger, anxiety, uncertainty. What moral and ethical basis is a position occupied in communication with a partner, as well as what moral qualities it exists in business relationships: honesty, decency, obligation or opposite.

Moral standards of business communication

Each of the participants in business communication is guided by certain moral standards: honesty and decency, justice, respect, responsibility and others.

Honesty Forces people to refrain from deception and false actions. But it should be borne in mind that sometimes it is necessary to lie even to those people who take honesty as an immutable norm of business behavior. Most often, people resort to lies when they fall into the trap of moral dilemma and are forced to make a choice between unsatisfying alternatives.

The main rule of morality is that "you need to tell the truth always when possible. The fundamental requirement of this rule means that one should not intentionally deceive or try to deceive others themselves. Only if we face a real moral dilemma and should make a choice, justified by circumstances (for example, not to notify the enemy about the planned attack in order to save human lives), Or choose from two evils less (privacy protection by lies), only then a lie ".

Decency A person is expressed in the unity of his beliefs and actions. Decent behavior is opposite to hypocrisy and dummies. A decent person always performs data to someone promises. For example, an employee who promised a colleague help when performing a service job, will definitely help him, even if it is connected for him with serious difficulties.

Principle Justice In business communication implies objectivity or lack of bias in estimates of other people and their actions. The manifestation of attention or warning to the business partner and compliance with his rights indicates respect To his personality. Respect is manifested in whether we are listening and trying to understand the point of view of our business partner, even if it differs significantly from our.

A responsibility It is manifested in the extent to which the participants in business interaction are responsible for their words and fulfill their obligations, as far as they comply with moral norms, as well as duties in front of each other.

Approaches to business communication

Depending on self-esteem, as well as on the perception and evaluation of the partner, we consciously or unconsciously elect various approaches to building business relationships. Relationships can be built on: partnership (equal participation in the case); rivalry (the desire by all means to impose or defend its position); Dominance (desire to subjugate partner).

Partnership means attitude towards another person as equal to himself. In partnership, the interlocutor is perceived as an equivalent entity that has the right to be as it is, with whom it is necessary to reckon. The main ways of exposure to each other are built on a vowel or a unklassous agreement, which also serves as a means of association, and a means of mutual control.

For rivalry The other side seems dangerous and unpredictable. In a relationship with her, the desire to replay it, achieve one-way advantage. The interests of the other part are taken into account to the extent that it is determined by the logic of competition.

Focative approach domination Determines the relation to the partner as a means of achieving its goals, ignoring his interests and intentions. The one who is inclined to dominate, prevails the desire to manage, get a one-way advantage.

Dominance in relations is considered as a complimentary or symmetric.

IN Communicative relationships One partner allows you to otherwise determine who will have a greater influence. So, one participant of communication plays a leading role, and the other voluntarily takes on the role of the slave. For example, the relationship between the employer and employees is complimentary and the host occupies a controlling position. Usually complimentary and relationships in a public lecture situation, since the audience is going to listen to the lecturer and recognizes the informative information to them as a trustworthy.

IN Symmetric relationships People specifically "do not negotiate" about who will control the situation. Suppose one person claims to control the situation, but others are perceived as a challenge and encourages them to declare their own right to leadership. Or, on the contrary, someone refuses to power, but others do not want to take it. For example, a husband tells his wife: "I believe that we have to cut our expenses for a couple of months." The wife may argue for this: "In no case! I need a new suit, you need to buy new tires for the machine. In addition, you promised me that we change the sofa. " In this case, both spouses claim to control the situation.

Commentary relationships less often lead to an open conflict, and in symmetric relationships, a uniform separation of power is more often observed.

The advantages and disadvantages of some of these options for business and interpersonal communication can be described as follows.

Positive side Partnership It is that both sides tend to receive a significant gain. The disadvantage is that it may be necessary for a lot of time to achieve it, if a partner, for example, is focused on rivalry.

Rivalry It requires a little time, leads to victory, but only in the case when you have obvious advantages. If the partner does not recognize your advantages and just as you are inclined to rivalry, then it can end the conflict or a complete rupture of relationships.

Dominance eliminates the cost of time on the discussion, the collision of opinions. However, it paralyzes the will of the subordinate partner, thereby depletes the overall intellectual resource.

Business communication is the interaction between people aimed at achieving a specific purpose or the desired result. As a rule, this interaction occurs in a business environment, and takes the forms of negotiations, a challenge to the carpet to the authorities, discussing new ideas or development strategies, etc. A distinctive feature of this type of communication is that personal relationships do not play a decisive role. As partners did not belong to each other personally, but when negotiating, they are obliged to come to a general agreement. Otherwise, the transaction will not take place, which is not needed by any of the parties.

Psychologists and researchers of this type of communications allocate various aspects of business communication, which affect the effectiveness of achieving the result.

Psychological aspects of business communication

As you know, any interaction between people occurs on two channels: verbal and non-verbal. Psychological aspects concern, mainly non-verbal channels - Mimic, gestures, general psychological state of humans, etc.

The main rule that must be observed in the process of business communication is with the help of non-verbal signs to arrange the interlocutor. An open pose, a direct eye view in the eyes, confident speech and gestures, all this makes a favorable impression on the interlocutor and increases the chances of success.

On the other hand, you need to be able to recognize non-verbal signals from the interlocutor and use them in your favor. These weapons always enjoy experienced negotiators.

Gender aspect of business communication

Separately identify such an aspect of business interaction as gender features of a person. This aspect suggests that the process of communication with women is very different from the same process with men. This is due to the various psychological features of the person inherent in different floors. Given the gender aspect of communication, you can achieve great success than ignoring them completely. For example, knowing that the man is usually focused on solving specific tasks, in conversation it is better to concentrate on achieving the goal. Communicating with a woman, it is better to pay more attention to the peculiarities of the process, small details and benefits that all participants will receive in case of a positive decision.

Ethical aspects of business communication

The aspects discussed above are very important, and they must be remembered and take into account. However, do not forget about the ethical side of the relationship between people. How tidy a man did not look, no matter how confidently he was expressed, but if his interlocutor feels discomfort and negative, it is unlikely that the dialogue will end positively. The basic principles of ethical behavior in business circles is: responsibility, punctuality, literacy, goodwill, etc.

Paying attention to the above aspects, anyone will increase their chances of success, whether in business or at work. Professional skills are of course it is important, but the ability to communicate with people allows you to brighter your abilities and most fully reveal your potential.

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2.2 View

2.4 Group norms

4. Rules for a business conversation

Bibliographic list

Introduction

The most important formula of success - the ability to communicate with people

The art of communication, knowledge of psychological features and the use of psychological methods is extremely necessary to specialists whose work involves constant contacts of the "man - man" - politicians, businessmen, managers and many others. Thus, the ability to build relationships with people, find approach to them, to arrange them to everyone. This skill lies at the heart of life and professional success.

The study of the rules of business communication gives the future specialist extensive material for understanding the processes occurring in the business world, opens up opportunities for self-improvement, taking into account the knowledge of psychological aspects. Knowledge and ability to use the rules of business etiquette, it allows you to better navigate the world of business. In addition, the study of the psychology of business communication largely contributes to a better understanding of not only others, but also itself, their goals and interests in the business world.

Communication with people is science and art. Natural abilities, and education are important here. That is why the one who wants to achieve success in cooperation with other people should learn this.

1. Business communication: its species and features

business Communication Psychological Interlocutor

Business communication is the process of interrelation and interaction, in which activities are exchanged, information and experiences involving the achievement of a certain result, solving a specific problem or the implementation of a certain goal. In general, business communication differs from everyday (informal) in that the target and specific tasks that require their solution are put in its process. In business communication, we cannot stop interaction with the partner. In the usual friendship of communication, specific tasks are most often not set, certain goals are prosecuted. Such communication can be stopped (at the request of the participants) at any time.

Business communication should have a specific result - a product of joint activities, information, career, power, as well as intellectual analysis and emotional experiences related to them. The concept of "business communication" emphasizes the feasibility and possibility of breeding subjective desires and objective conditions in the process of personal interaction. In case of business communication, the desire to communicate again towards the need. Forcedness is the main sign that distinguishes business communication from interpersonal.

Distinctive features of business communication circumstances:

Community or goals or motives or activities;

The presence of a common social space - time: organization, group, team;

The interconnectedness of the participants is a system of social roles and hierarchy of communication;

Regulation forms of communication.

The real space in which the business communication is carried out is the organization. The organization is a form of combining people who have the goals, functions and structure specified by the external environment, which exists regardless of the specific people in it interacting. The real socio-professional structure of society exists as a system of organizations of various levels and character. Of course, a specific organization can be created by people gathering in it to work (wanted and created a company). The essence is that the organizational form of activity itself exists objectively, and, creating its own company, then you will live according to the laws of organizational behavior, characteristic of the organization in general.

The organization has not only targeted destination, but also by its own face and status in society, as well as corporate culture: the system of signs, symbols and rituals, allowing employees to identify themselves as members of this particular organization.

Place of work is one of the most important relationships between a private person and society. The internal structure of the organization includes system of service and professional roles that are performed by people regardless of their desire. Firstly, this is a system of social roles - chiefs, colleagues, subordinates, partners, customers who are subject to business communication. The head (supervisor) is a person who has the right to dispose of a given socio-professional space - time due to external circumstances and the presence of special properties. The role of the chief requires the ability, to solve, organize, order, control, encourage and punish. A colleague is a person who is with another in one professional community and close social and official status. This role involves the relationship of equality, professional interaction, professional loyalty and ethics. Subordinate - this role requires the ability to execute, follow the rules and obey. The boss and subordinate must be resonated by each other.

Partnerships mean awareness:

Mutual benefit of cooperation;

The common floor of the activity in a certain space - time - "We do not live with each other";

Develop a strategy of behavior that allows you to preserve relations and "face" of each partner.

The relationship "Firm - Customer" emphasizes the need and interest of one subject in maintaining relations with the other. Secondly, this is a professional role system, which is significantly determined by the tasks of the organization. Inside each system, there is its own hierarchy of statuses that determine the real position of the personality regarding power, information, economic wealth, and so on. The organizational behavior of the employee is determined by its status, a professional role, as well as the motives of labor activity.

The motives of workers and participants in business communication are reduced to three main groups: 1) achieve a specific result; 2) obtaining socio-psychological advantages - money, power, fame; 3) Implementation in the process of joint activities of personal relations - friendship, love, envy, revenge. Roles in conjunction with the motivation of business communication participants make it possible to determine and consolidate languages \u200b\u200band forms in which relations between them are implemented.

There are special rituals of business communication. These are business conversations of different types, Business correspondence, business etiquette, business communication attributes, verbal and non-verbal signs and symbols of relationships, barriers, protection and conflicts.

For example, in a business conversation, it is customary to contact each other officially regardless of the nature of the relationship of partners outside work. In addition, there may be a form of greetings or places occupied at the table, characteristic of this working group and symbolizing the nature and hierarchy of relationships in it. Using ritual forms: appeals, greetings, compliments, we can strengthen or weaken the effectiveness of activities. But in general, in business communication, the goal and motivation is joint activities, and therefore it cannot be reduced to external forms. Business communication includes a ritual level, but does not boil down to it.

In everyday speech, people often say: "This is a business meeting", "we have a purely business relationship" to emphasize the priority of the subject of communication and the lack of subjective addictions, prejudices, hidden motives. In fact, exclude the personal attitude of participants in communication from its context is impossible. That is, in each particular case, the effectiveness of joint activities is strengthened or weakened by personal relations of partners. For a real understanding of the psychological characteristics of a particular situation arising from business relationships, it is important to determine the nature and degree of influence of the personal factor on the purpose, forms and results of communication.

The effectiveness of communication significantly depends on our ability to assess the nature of the relationship and choose the style of behavior that allows you to achieve the goal. In a joint business, scientific or teaching work, it is important to understand the motives, interests, the needs of participants in communication, the ratio of formal and informal in communication, the degree of pleasure, dislike, indifference of the partners to each other.

Thus, business communication is one of the types of communication, in which there is a role, interpersonal and ritual aspect. Business communication is characterized by the fact that it is determined by external targets. Business communication - communication for the sake of something underlying the dignity. Business communication is forcibly. Business communication - Communication on strict rules whose knowledge is required. Business communication is formally impersonal, therefore, in business communication, interests and motives of participants can be hidden and need to be decoding.

In business communication, the possibility of choosing and changing their role, forms of communication and partner is significantly compared with interpersonal or ritual communication. Business communication occurs in a specific social space - time. Business communication is implemented in the specified forms: conversation, conversation, negotiations, joint activities. Problems of business communication: difficulties, violations, barriers, conflicts, have their own specifics and their own solutions.

2. Psychological aspects of business communication

What is studied by the psychology of business communication? First, the influence of personal qualities, such as cognitive style, temperament, introversion - extroversion, character, will, ability, on behavior of partners and the results of communication. Secondly, the features of perception, understanding, communicative barriers and psychological protection arising in the process of communication. Thirdly, socio-psychological factors - the needs, interests, values, motives of subjects of communication. Fourth, subtext, the rear plan of real behavior, due to the existence of subjective, often hidden, goals of participants in communication.

Business communication is implemented in various forms:

Business conversation;

Business negotiations;

Business meetings;

Public performance.

2.1 Interpretation of poses and gestures

The non-verbal components of communication are very significant in the first minutes of dating. "Meet the clothes ..." - says the Russian folk proverb. And this "clothes" is not only a costume, but also the pose, look, smile. Neither a single word was not uttered yet, and the first assessment of the interlocutor was already obtained. It is difficult to change it later. American researchers L. Zunin and N. Zunin believe that the first four minutes of the meeting are important. Other authors are discharged to the formation by partners of each other's images 120 seconds. In any case, two or four minutes - the time is rather short. So, what is the most essential in this initial moment of communication?

It is necessary to show interest in the upcoming conversation, readiness for constructive cooperation, openness for new ideas and suggestions. At business meetings should pay attention to the posture, look, gestures. Behavior should be natural, but some habits, if they exist, still it is necessary to refuse.

In the negotiations with the partner should not take a posture, which characterizes closeness in communication and aggressiveness: Purpose eyebrows, slightly tilted forward head, widely spaced on the elbow table, compressed in fists or clutch fingers. You should not wear glasses with darkened glasses, especially at the first acquaintance. Without seeing the eye of the interlocutor, the partner may feel awkward, since a significant proportion of information is inaccessible to him. As a result, the atmosphere of communication will be broken.

Poses of the participants of the conversation reflect their subordination. Psychological subordination is very important - the desire to dominate or, on the contrary, to obey what may not coincide with the status. Sometimes interlocutors occupy an equal position, but one of them seeks to show their superiority. The first thing that is worth paying our attention is the distribution of weight. Like a person exactly. In a straight posture, we usually see "arrogance". "Pose" A "(Fig. 4), which we denote as" arrogant "can be interpreted only when a person simultaneously looks down" top down ". Therefore, we attribute to another so-called feeling of "I-here-top-you-there-bottom". "1

Such postures are evidenced about the desire for dominance, such as: both hands on the hips, the legs are slightly placed; One hand on the hip, the other relies on the door or the wall; The head is slightly raised, the hands are thrown away from the waist. On the contrary, if desired, emphasize consent to the partner, you can observe a kind of copying of its gestures. For example, W. Yuri notes, if, during a friendly conversation, one of the partners is sitting, put her head with his hand, then the other almost automatically does the same as saying "I am the same as you". Similar synchronization of partner actions is particularly well noticeable if video recording their conversations at an accelerated pace.

In case of seating of participants of official techniques, a psychological aspect must be taken into account. In the working offices, the tables are often put in the letter "T". The higher the position of the head, the more this letter. The visitor is offered to sit at the table, at the head of which is the owner of this office. Immediately manifests the ratio of domination. Sometimes dominance seek to emphasize. Sometimes the cabinet master performs on an equal footing with the interlocutor. In this case, if the cabinet is allowed, you can put a separate table for negotiations. It can also be used for meetings with subordinates if the manager wants to stay with them "on equal."

The table shape affects the nature of the negotiations. It is not by chance that the "Round Table Conversation" expression. The round table implies the equality of the participants, the informal nature of the meeting, free exchange of views and views. The conversation behind the coffee table will be even more informal, unofficial. If during the conversation the owner of the office offers a cup of tea or coffee, then he sets up a conversation on a friendly tone. In such a conversation, business relationships may be affected in the general form. If there is only one T-shaped table in the office, and the cabinet owner does not want to demonstrate the dominance, he may leave the chair and take the opposite, or - with less official conversations - an unrigible from the interlocutor.

The first type of gestures is gesture symbols. These include, for example, a natural "OK" symbol "OK" in many countries of the world, meaning "everything is fine", "everything is in order" and transmitted with the help of large and index fingers, which seems to form the letter "O".

The second type of gestures - gesture-illustrators, are used to explain the said. With the help of such a gesture, certain messages are increasing, the key points of the conversation are emphasized and as a result is better remembered. The most typical example is the direction of hand direction.

The third group is gesture regulators. They play a very important role at the beginning and end of the conversation. One of these gesture regulators is a handshake. This is the traditional and oldest form of greeting. She is informative and speaks many things. Not by chance the German philosopher I. Kant called the hand "visible part of the brain."

In the business world, a handshake is used not only with greeting, but also as a symbol of the conclusion of the agreement, a sign of confidence and respect for the partner. The intensity and duration of the handshake refers to important components. So, short, sluggish handshake and very dry hands may indicate indifference. Wet hands talk about strong excitement. It is important to take into account the individual features of a person: there are people who have palm almost always wet. A slightly elongated handshake along with other non-verbal means (smile, look) demonstrates friendliness, but you should not detain the hand of the interlocutor too long. This causes a feeling of getting into the drone, which naturally causes irritation.

Using the handshakes, you can transfer your attitude to what is happening. "If the patient is heartly stretching his hand, I shake her, so as not to be impolite, but I do it formally, somewhat surprised: why is he so hearted? If the patient simply demonstrates a good education with his action, then I seek his hand so that we understand each other: a pleasant ritual does not interfere with the upcoming work. If in the institution of his hands feels despair, then I press my hand firmly, as if letting it understand: his trouble is understandable to me "2.

Hand stretched for a handshake and turned back down, emphasizes superiority. Sometimes both hands participate in the handshake. For example, the right hand shakes the hand of the interlocutor, and the left covers it on the other side. Such a handshake is called "glove" since the hand turns out to be in the hands of the interlocutor, as in the glove. Such a handshake should be avoided at the first meeting. When warm friendly and fairly informal relationships are installed, you can resort to "glove" handshake.

Finally, the fourth group make up adapter gestures, which usually accompany our feelings and emotions. They resemble children's reactions and manifest themselves in stress situations, excitement, become the first signs of experiences. So, if a person is upset, he can tele the ug of ear or clothing, and in difficult situations - scratch the back of the head.

2.2 View

The view is one of the strongest "weapons". The glance can be tough, prickly, kind, joyful, open, hostile. "The contact of the views has a strong impact on the course of the conversation, issuing the internal attitude of the interlocutor. We can talk about an attempt to establish control, deception, humility, tenderness. During personal communication, we look at the face of the interlocutor. Eye signals allow us to determine the attitude and attitude of the interlocutor. Meeting for the first time, people immediately make certain assumptions about each other, basically relying on what they saw "3. Usually, at a meeting, people look a short moment looking straight into each other, and then take a look to the side. Why? The question is not simple, and there is no definite answer. One of the possible readings of this signal is the following: The eye contact means the confidence of the interlocutors to each other, their openness, but the delay in the eyes of the partner testifies to the desire for dominance. Interestingly, a woman with a smile can allow a man a little longer to look straight into her eyes. A similar action has a response eyes. However, this "resolution" should not be too abused, otherwise it is possible to obtain a rather aggressive reaction. In general, a small look at the view on the interlocutor, especially at the end of the meeting or in the most sharp moments, may mean: "I trust you" (at the same time a look is usually accompanied by a small nod of the head) or "I am not afraid of you."

When a person says, he usually looks at his partner less often than when he listens. During his own speech, speaking quite often takes his eyes in order to gather with thoughts. An interrupted view of a pause usually means: "I haven't said everything yet, please do not interrupt." There are completely different meanings to face if the partner listens to the interlocutor, for example, such as "I do not quite agree with you; I have objections; it is not obvious; I doubt it; it is necessary to think about it."

Too frequent removal view as a conversation may indicate that the person is nervous, or the conversation is little interested, and he strives to finish him more.

2.3 Features of the Psychology of the Group

The Company is a system of interactions of personalities and groups, diverse content, complexity and functions. In large groups, the personality is socially and psychologically identified by sex, age, socio-economic situation, professional, ethnic and political affiliation. In small groups, the real life process is carried out, social, communicative and psychological properties, skills, skills are formed and work out. That is, groups - objectively existing communion, ensuring the process of identification socialization. There are groups, organizations and teams. Groups are formal and informal. The formal group is created as an element of a wider community with predetermined targets. For example, a group working on a research project, or a student group. It should be noted that a group of researchers unites around the goal of activity, and the student group is organized from the outside in the interests of the educational process. Informal group - Combining people for the sake of the subject of interest to only them, for example, a friendly company or a group of fans of Czech beer.

The psychology of the group is a system of socio-psychological phenomena arising in the process of its functioning. This includes: the moral and psychological climate, the distribution of roles, the information transfer system, methods of communication, types of conflicts, norms, rituals and traditions. In addition, in the psychology of the group, three spheres can be distinguished:

Psychology of professional activity: subordination relations between the head and subordinates, the division of labor and coordination of efforts in solving common tasks, the relationship "Man - Machine". For example, in the student group, this is a relationship to study, relationship with teachers, the distribution of student roles - who outlines lectures, who are the first to respond to exams. The department is a relationship between teachers and heads, separation of educational, methodological and organizational duties, attitudes towards students.

Value sphere: the ratio between personal and corporate values. For example, for us - Russians, unfortunately, it is characteristic of criticizing their country in public, in America the norm is the differentiation between personal glances and the necessary loyalty in statements.

The scope of interpersonal relationships: sympathy, friendship, love, enmity, binding members of the group. Satisfaction or dissatisfaction of the members of the group of their activities and the situation in aggregate with the system of ethical standards and finds its expression in the moral and psychological climate of the Group. At the same time, a person can be a member of the group, but not feel psychological unity with her.

2.4 Group norms

In connection with the development of the group and business communication in the group, the issue of conformism should be considered. Conformism is free or forced recognition of group norms. In what cases does a person want, maybe forced or should be a conformist?

The more difficult the task or is not competent, the higher the degree of conformism. That is, if a person needs to solve the task that he never decided, he will rather act on the template or "as accepted in such cases" than to show independence.

Conformism is higher if the decision or statement is made publicly.

The greatest conformism man shows if there are 2-3 people in the group attractive for him and possessing high status.

It should be noted that in principle, conformism is a normal and desirable style of behavior in the group. If you have a sense of "we", contribute to the positive image of a group, organization, teams, do not oppose yourself to others, reasonably follow the group standards, then the Group provides you psychological comfort.

Along with conformism, there is also the opposite position - non-recognition of group norms. It also exists in several forms:

The opposition to the existing traditions of work and communication. The origins of any changes are worth a minority, including a minority consisting of one person. The minority is people offering changing the "Rules of the game". Minority, firmly standing on its positions more influential than most. The minority is inclined to generate most doubts about themselves. A stubborn minority destroys the illusion of unity. Those who successively seek their goal and endowed with charisma confidence, changes the course of history;

Nonconformism is an open neglect of group standards. Such consciousness and behavior are characteristic of adolescents and rapid personalities. They can be expressed in the public criticism of the Group's activities, in neglecting traditions and rituals, in a demonstrative refusal of corporate ethics and the responsibilities of maintaining a positive image of the group.

3. Principles of business conversation

Psychological preparations for a business conversation and a mood on a partner is a very important thing, but not decisive. The result depends on your preparedness, but is determined by how you build a conversation itself. In order not to make obvious mistakes in building a conversation, psychologists offer to take advantage of the following basic principles.

1. Rationality. During the conversation, it is necessary to behave restrained, even if the partner exhibits emotions. Why? First, uncontrolled emotions always adversely affect the solution. Oo second, there is a psychological rule that says: "The discussion is defeated by one who is more calm." Calm and rationality is the best answer to the surge of emotions from the partner.

Understanding. Try to understand the interlocutor. After all, he is trying to explain to you his position, bring your opinion to you. But because of your inattention, it cannot achieve the goal. And this causes irritation and can lead to the fact that the interlocutor will not understand your position. Remember: before influence the position of the partner for communication (and change it in the right direction - your goal!), It should be understood.

Attention. It has been established that in the process of conversation, the level of attention concentration fluctuates. And this happens even when there are no distracting factors. Concentration and attention throughout the conversation of unequal. The human psyche is designed in such a way that in the process of obtaining information, it takes breaks from time to time. At these points, attention involuntarily dissipates, and your interlocutor for several minutes as it is "falls", turns off from the conversation. At such moments, it is necessary to verbally or not verbally attract his attention, restore the torn contact. The best way for this is to ask a question: "Do you listen to me?"

Accuracy. In conversation, you should not give false information even when it does the interlocutor. Otherwise, the tactical gain (and sometimes it happens) can turn into a strategic defeat.

Distinction. The establishment of the boundary between the interlocutor and the subject of the conversation is a very important psychological principle. In the process of communication, we often identify what a partner says, with him (his personal qualities), or even with our attitude towards him.

Pleasant information reported by an unpleasant interlocutor loses half of its attractiveness. Our personal attitude towards a person we are disliked, often makes it difficult to an objective assessment of the information that is reported.

To avoid this, pay attention, first of all, what is reported to you, and not on, and as reports. In short, separation of facts from opinions (estimates), and opinions from emotions is the principle of building a constructive conversation.

These principles of business conversation are quite common. Specialists in the field of psychology of communication specified them and made up the rules for holding a business conversation. These rules could be called "safety technician" in business communication.

5. Rules for holding a business conversation

1. Double interest. Each interlocutor pursues dual interest:

a) relative to the creature of the case discussed in conversation,

b) relative to its interaction with a partner. In other words, communicating, people think not only about what is being discussed, but also how their further relations will be built and developed. Preserving good (constructive) relations - the goal is no less important than the exchange of information. That is why we often prefer not to discuss some topics with our loved ones, afraid to spoil relations with them.

Psychologists recommend on each stage to talk so that it contributes to the development of your relations with subordinates, and did not interfere with it. The problem is that relations are usually linked to the subject of conversation, with the topic of conversation. Therefore:

a) Do not make hasty conclusions about the intentions of your interlocutor, based on your own fears. In short, do not take your own fears for his plans. Your problem is not the guilt of a partner. Blaming him is the easiest way, even if it is really to blame. Your words though are fair, but usually unproductive. Your offensive forces the opponent to occupy a defensive position and disagree with what you report;

b) Listen carefully and show that you heard said. Hearing is an active process! On how to make it productive, we will talk a little later, but for now I will limit the fact that I emphasizes the importance of the hearing;

c) talk about your interests, about what you want. The interlocutor may not guess about it, and you may not know what his interests are. If you want your interests to be taken into account, you should explain what they are concluded. At the same time, the wording should be concrete and clear;

d) See forward, not back. You will quickly achieve your goal if you talk about what you want to achieve, and not about what was. Instead of arguing with a person about the past, in which nothing can be changed, talk about the future. Do not ask to explain yesterday's actions, much more productive to consider who and what should do tomorrow.

2. Attention to the partner. Exceptional, I would even say the underlined attention to the interlocutor - an important rule. If you encounter a partner by a stakeholder, it will greatly alleviate him, and your task. For this:

a) accompany the partner's speech by replicas of the type: "Yes!", I understand you ... "," It's interesting ... "," It's nice to hear. " If you do it at ease and constructively, accompanying the words with the corresponding non-verbal signs, such a reaction will create a subconscious desire to speak out freely and ease. She will help express approval, interest, understanding;

b) Show the desire to get additional facts and clarify the position of the interlocutor, using phrases: "Please specify it ...", "Repeat, be kind, again ...", "How I understood you ...", "You You can correct me if I am mistaken ... "," In other words, you think that ... ", etc;

c) contact a partner by name (by name-patronymic) as often as possible and more easily;

d) Do not talk offensive words - remember the law of an emotional mirror: the nervousness of one interlocutor causes the nervousness of the other, the anger gives rise to anger, aggression - aggression. So that your words have been involved, say delicately, not insulting the partner;

e) Carefully choose words, pointing to errors and inaccuracies of your partner. Everyone can be mistaken, but the acute replica type: "This is absolutely wrong!" Or: "You are mistaken!" Kills thought, hurts the feeling of self-esteem of the interlocutor and, therefore, destroys contact. To say to a person that he is wrong, you can look, and a gesture, and tone, and also eloquently as a word. But at the same time it is unacceptable to humiliate his own dignity. With the words: "You are not right, and I now prove it now," you say "I'm smarter than you." It is better to say differently, for example: "I think otherwise. But, of course I can be mistaken. I hope you correct me if I am wrong in something. " As you can see, in the psychology of communication, the shortest way for the statement of your thoughts is not always the best.

3. Search common. Any business conversation is from a psychological point of view, the search for a common (general position of the general approach to the issue under discussion). In order for the search for a common thing easier, it follows:

a) Do not start a conversation from those questions that you dispel in opinions. It is necessary that the interlocutor from the very beginning of the conversation responded to your question affirmatively (said: "Yes!") Or agreed with your thought.

If a negative answer is given, then, from the point of view of psychology, a person is in position that requires that it turns out to be faithful. It will take time (and sometimes significant) so that your interlocutor understands that it is "no!" It was unreasonable.

Not by chance, therefore people intuitively begin a conversation with a common topic, for example, exchange opinions about the weather. As a rule, their opinions coincide. Of course, if you start every business conversation with a conversation about the weather, it will look ridiculous. A professional always has several blanks - questions that can only be obtained by affirmative answers;

b) Do not rush to the proposal of the partner to say "No!". It is better to use the reception "Yes, but ...". For example, in response to an unacceptable offer, it is best to say: "Yes, but I want to be observed ... (here you have tactfully express your condition)." This technique causes the interlocutor to look for ways to comply with your interests and creates the feeling that the approach proposed by them is accepted.

4. Do not allow disputes. Everyone knows the statement that truth is born in the dispute. However, it is also not indisputable. Of the two arcing everyone tries to win. So: the most reliable way to win the dispute is to avoid it. How to do it?

a) In the process of the conversation, never declare directly and categorically that your interlocutor is wrong. Better if you show that you respect his opinion, whatever it is;

b) If you are wrong (which, of course, is also possible) - quickly and unequivocally admit it.

5. Safe criticism. The criticism of the opponent, his positions, the point of view on the issue under discussion is not always at all is the attribute of the business conversation. Remember - this is a very dangerous weapon. Dangerous and double-edged, it wures both conversation participants. Therefore, it is necessary to resort to criticism only in extreme cases and only subject to the following recommendations:

a) For a more relaxed response of your interlocutor, it is necessary to create a favorable psychological background of her perception. This is your task. The main rule here is that any remark is perceived easier if it follows approval. It is very good to use phrases like:

I am grateful to you for the fact that you have made this question inherent in you. But...

Your words show that you are sincerely worried about the outcome of the case. But still...

In your words there is a rational grain. But on the other side...

b) Before criticizing, specify on your own errors. Your interlocutor will be psychologically easier to listen to the transfer of his mistakes if the criticizing will begin with the recognition that it is not impeccable;

c) It is wiser to recognize your flaws yourself than to listen to condemnation from the part. This is a good way of "disarming" of the opponent;

d) If you want people to stick to your point of view, let them understand that the idea you set out belongs to these people.

6. Speech. Professionals argue that in the business conversation, not so much arguments as the form of their filing are convinced. Good speech and convincing arguments are different things. Try during the business conversation to express the most "strong" arguments by typule, getting together, staring, and you will see that they will lose convincing power. Tone and speech pace, logical pauses, etc. - very good toolshelping to effectively build communicative interaction. In order to master them and put a voice, are required, of course, special classes. You can start them with the following:

b) Change the tempo of speech - it gives it expressiveness;

c) Pause before and after an important thought;

d) Adjust the volume of speech. Reduced volume in the "important" location of the conversation - the best way attract attention.

7. Word traps. Experience shows that the use of some words sharply reduces the effectiveness of the conversation. The best thing to be done is to exclude them from your lexicon. What are these words?

b) offensive words;

c) the words "on the occasion". Verification type should be avoided:

I am not a specialist (even if you are not a specialist).

Of course, I am not a speaker (such words can afford only a professional speaker, and even then in strictly defined cases). When you say this, your interlocutor may have a question if you have to listen further.

In addition, the statements type are completely unacceptable:

Let's quickly discuss with you ...

I just accidentally passed by and jumped to you - if you say so, then you show how the conversation for you and discussing the problem, not to mention your interlocutor.

These are briefly the basic rules for "safety" business communication.

Business conversation is one of the main types of managerial communication. The essence of the business conversation is to find out the problem (problems) and the coordination of positions.

The following conditions contribute to improving the efficiency of the business conversation:

1. Good preparation;

2. Active use of communicative means of interaction with partner (reflexive hearing, formulation of issues, etc.).

Preparation for a business conversation as a mandatory component of its organization includes:

1. Preliminary analysis of the partner's position;

2. Preparation of issues aimed at finding out the details of its position.

The effectiveness of a business conversation as a type of managerial communication depends on the use of communicative means of interaction with the interlocutor.

Bibliographic list

1. Grishin N.V. I and others: Communication in the labor team. - L., 1990.

2. Yemelyanov Yu.N. Training in parity dialogue. - L., 1991.

3. Eastwood A. I listen to you. - M., 1984.

4. MICT P. How to conduct business conversations. - M., 1987.

5. Panasyuk A.Yu. Management Communication: Practical Tips. - M., 1990.

6. Panfilova A.P. Business conversations. - L., 1989.

7. Petrovskaya L.A. Competence in communication. - M., 1989.

8. Website www.tatyanatrofimenko.ru.

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Ethics of business communication

Unlike other types of communication interactions, such as personal or social, business communication has its own informative characteristics and signs. The allocation of such features allows to give a more specific and complete definition of the concept of "Business Communication".

Ethics of business communication is due to the fact that the distinctive features of the national psychological species, preserved in group ideas about the state, nation, in phraseological circulation, which contain generalized image characteristics.

Knowledge of national and understanding of psychological species of different nationalities, their traditions, customs, identity of cultural and historical heritage, their morals, language, features of the expression of feelings, temperament, is acute to a business person, regardless of its field of activity, professional orientation, since it contributes effective communication, overcoming national egoism, upbringing a valid attitude to the culture of other peoples.

Ethics of business communication is based on its largest sciences, in particular on the psychology of management and communication, ethics, scientific organization of labor. The study of the ethics of communications is due to the needs of the modern world. Psychology and ethics of business communication are peculiar pillars of the success of interaction with various individuals.

A person, regardless of his role (middle service manager, a simple entrepreneur or civil service) must necessarily be able to clearly formulate his own thought, argued his point of view, analyze the partner's judgments, evaluate the critical statements and suggestions. For this, the most important condition is the ability to listen to the interlocutor, to lead and direct the conversation, create a benevolent atmosphere during communication, make a positive impression. All these skills are impossible without appropriate preliminary training.

The central link of ethics of communication is the personality of the head or subordinate. In order to become a professional and excellent specialist in any industry, we have enough to have proper knowledge and skills, interpersonal skills. In addition, you need to have the appropriate level of culture of speech and internal culture. Culture of speech and business chat are closely interrelated.

Today, ethical argumentation is represented by two most common principles of its construction: the principle of utilitarianism and moral imperative. The principle of utilitarianism is based on action that will be considered morally justified under the condition that the tendency of benefits is incurred for the maximum number of persons. The amount of damage caused is compared with the total benefit of action. If the damage exists, the decision is considered unethical. In cases where any alternative actions will cause damage to any extent, the path of the smallest causing damage is chosen. The principle of moral imperative is based on the fact that moral decisions under any circumstances do not depend on the specific investigation (that is, the bribe is bad, the deception of one consumer is the same immoral act as many).

Etiquette business communication is considered the most important side of the professional behavior of people. Knowledge of etiquette is acutely necessary professional quality, which must be purchased and improved. The role of business communication in the success of any business is quite difficult to overestimate. It is the necessary part of the life of individuals, the most important species interactions with other personalities. After all, it is in communication that a certain system of purposes is produced, which is characterized in some extent sustainability. To achieve success in a conversation with business partners, you should understand and take into account their interests. No less important for people is the ability to competently formulate and express their idea, to achieve mutual understanding in solving problems with the direct interaction of individuals.

Psychology of business communication

In the psychological plan, communication interaction is simultaneously an exchange of actions, thoughts, emotional experiences, feelings and orientation of the person at itself, his own soul, conscience, dreams.

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

The effectiveness of business communication interaction, first of all, is due to the activities of the subjects. Such activities have a socially significant equivalent, which can be measured, ultimately, such value and an important indicatoras money resources.

Business communication helps to establish relations and develop relations aimed at cooperation and partnership between colleagues, supervisors and subordinates, companions, rivals and competitors. A specialist, not to mention the head, will never be successful in activities, if there is no ownership of at least azami business communication. Communication interaction requires an individual of a high psychological culture.

Successful business communication also needs constant learning and accounting for emotional parties to relationships. Often, business people believe that there is no place for feelings in matters, but they are very 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 an enterprise expensive. Mind and emotions are inseparable constituents of the subject. During communication with a partner or colleague on their senses, many different signals are received.

There are certain techniques, with which you can contact the location of the interlocutor in your direction. Reception "Name" is based on the obligatory utterance of the interlocutor aloud. "Relationship mirror" means that a smile on the face will cause a response smile, and sullen grimace, on the contrary. A pleasant facial expression attracts the location of the interlocutor. Compliments are "golden words" of any conversation. They contain a minor exaggeration of the advantages that the interlocutor represents. However, it is necessary to accommodate compliments from a rough flattery, which is to strongly exaggerate the advantages of the interlocutor.

In the psychology of business communication, it is important to use ways of impact on interlocutors with speech. Business communication and speech with it has a certain specificity. With communication interactions, 90% of the attention is paid to speech characteristics, when, for example, with interpersonal - 50%, and even less. Its main characteristics include:

vocabulary, which makes a conversation with a brighter, rich, reasonable, affordable, convincing;

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

literacy;

pronunciation and intonation.

It should be understood that it matters not only what the subject says, but and how he says; The non-verbal components, to which the Pose speaking, his facial expressions and gestures belong.

Culture of business communication

The most important indicator of the assessment of the professionalism of the employee is the culture of business communication. Many bosses on this focuses on the admission of an individual and in the process of fulfilling their official instructions and duties.

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

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

Communication interaction of two or more subjects is common. Its main purpose is to exchange informative issues or emotional orientation. In the process of communication, the interlocutor affects the behavior of a communications partner, his condition, beliefs and the worldview. Such an impact will always be mutual, but quite rarely uniform. Most often, communication is found in the joint activities of individuals.

In the process of communications, individuals are changing among themselves signs of facial expansion, gestures and phrases. In addition, both communication partners have virtual images of how each of them looks like in their heads. Such images can be similar to the true, but not completely. Also also contains the image of its partner. Such an image may correspond to reality, but each every time makes adjustments to it. In addition to two actors directly participating in the business conversation, there are also social norms. Each individual believes that it is unique, an extraordinary and has his own opinion, however, the result of any communication is reduced to the judgment of the social norm.

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

Culture of speech and business communication is indispensable in modern world Business and business. After all, the most part of the workflow occupies conversations, conversations, meetings, negotiations. In some areas of activity, career growth directly depends on the culture of speech and perfect knowledge of the etiquette of business communication.

A business type of communication is different from others that it will always chase specific goals, have a temporary limitation and often share at intervals. Communication is crowned with success only, provided that mutual understanding and trust will reign between partners.

Features of business communication

A business communication is called a rather complex multi-faceted process of forming contacts between individuals, which are interconnected by professional interests, work or service activities. Communication interactions participants act in the official status and are aimed at achieving results, solving specific tasks. A characteristic feature of the process of communicative interaction is its regulation, which means the subordination by the established framework, defining national traditions and cultural customs, professional ethical standards.

Etiquette business communications contains two rules groups - these are norms and instructions. Norms are horizontally aimed rules that work in communication between members of one group equal to status. Insertions are the vertical direction of the rule that determine the nature of the interaction of the head and subordinate.

Features of business communication are expressed in submission general requirementswhich are in friendly and preventable attitude to all colleagues in labor, service partners, regardless of personal preferences, moods, sympathies or antipathies.

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

Business communication and speech must comply with the specifications of language behavior, grammar and stylistics, type ready-made "formulas", allowing to form lauretic greeting situations, thanks, etc., for example, "Hello". All stable etiquette designs are necessarily selected taking into account age and.

Communication as interaction implies that subjects establish relations 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 happened without any problems, it should contain the following steps:

contact establishment, i.e. Acquaintance, which implies an understanding of another individual, a peculiar presentation (presentation) of itself to another entity;

orientation in the situation of communicative interaction, comprehending the occurring, excerpt of pause and intervals;

discussion of the question of interest or task;

if necessary, solving the problem;

completion of contact.

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

Language of business communication

The language of business communication is the official-business style of speech, which is a functional variety of a syllable and is intended for communicative interaction in the field of business, entrepreneurship, commerce and other professional activities. A functional variety of a syllable is a failure of a system of language units, methods of their selection and use, which are due to the social appointments of speech communication.

Speech communications in the field of professional activity have a number of specific characteristics explained by the situation of communication. Important significance in business communication is that legal (organizations, enterprises) and officials, ordinary employees may be members of such communication. The peculiarity and essence of the information relationship, in which the subjects of business communication can enter, has a dependence on the place of establishment or an employee in the hierarchy of organizations or posts, respectively, the competence, maintenance of activities and a number of other factors. The relationship between institutions and specialists is steady and regulated by the rights adopted by the norms, as a result of which information flows of institutions have the so-called "programmed" character, which meets the needs of the organization or field of activity.

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

Ortology is called science about the correctness of speech, on the norms of the language and their changes. In the consciousness of the subject, which sets out his thoughts either verbally, or in writing, the norm is a sample, a pattern, a scheme on which the phrase is built, supply. The formation of such norms is influenced by literary creativity and speech practices of the ethnos, which are a mandatory criterion of 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 to hold a regulatory aspect of the language of oral and written business speech by managers, managers, employees, employees.

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

The choice of words in accordance with the goals and the situation of communication is due to the requirements of the relevance and purity of speech. And for this you need to know the styles of the literary language. For example, the abundance of specific terms, standard phrases and stamps is characteristic of business written speech, but absolutely not suitable for spoken speech.

The ethical side of the culture of speech is represented by speech etiquette, which studies special means of speech to regulate social connections and interpersonal relations. These include: speech etiquette formulas, texts and norms of their application, as well as rules of behavior in different conditions.

Ethical standards of business communication are dependent on a national nature. For example, what will be a sign of respect in Europe, in Muslim states can be considered an insult.

Types of business communication

Business type of communications involves setting the tasks and solving the most important problematic issues. There is a classification of species and forms of business communication. Each of the types of communications explains the process that is closely interrelated with the conditioned sphere.

Types, forms and means of business communication today are quite diverse. However, the transmission of information is carried out only through the iconic systems. From here, you can subdivide business communication on verbal communication, where the sign system is represented by the language, and non-verbal business communication, which uses non-waste signs of signs. Such separation is used in other types of communicative interaction.

The verbal communications include a conversation, i.e. This is an oral verbal communication.

The non-verbal business communication contains everything that provides a subject of communication for more information about the conversation and about the speaking itself. This is poses, facial expressions, gestures, intonation.

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

The direct type of professional communications represents the interaction of individuals in one space and at one time. Him includes negotiations, conversations, etc. In direct contact during the conversation the greatest significance has a non-verbal kind of communication and oral communication.

An indiscriminate type of communication includes the transmission of information using a written voice (for example, an email or telephone communication). This type of interactions is considered less productive compared to direct communications. Among the indirect communications, business communication on the phone is most popular. It is distinguished by direct voice contact during a conversation and a wide variety of communication techniques. This makes it easy to combine business (formal) interaction and personal (informal) part of any message.

In any case, in business communication, as well as with other types of interpersonal communicative interactions, the presence of people simultaneously in one space and at one time, which makes it possible to establish visual contact, make a pleasant impression and influence the entire process of communicative interaction.

Forms of business communication

There are several forms of business communications that comply with certain requirements of professional situations. These include: business correspondence, conversation, meeting, negotiations, public speech, press conference and dispute.

Business correspondence refers to indirectness of communications, which is implemented through written speech (orders, letters, requests, decisions, etc.). There are a business correspondence within the institution (enterprise), for the organization and between organizations.

The business conversation includes discussions of all sorts of working nuances and processes to make an important decision or to discuss the details.

For a business meeting, a working team of the company, enterprises, organization or separately the management team, some departments for solving pressing problems, planning further activities and setting tasks are collected.

A public speech is a subspecies of the business meeting, in the process of which one subject occupies the position of the leader and covers an important problem, it is divided into information with a certain circle of persons. The main thing is that the speaker has a complete and detailed idea of \u200b\u200bthe topic and conversation, possessed the necessary personal qualities that would allow him to convey the topic of speeches to the audience.

In the course of business negotiations, the obligatory result of communication should be to find a decision and its adoption. In the negotiation process, each party has its own position and the focus of views, and the result is the concluded transaction or signed contract.

The press conference implies an appointment of officials (for example, managers, representatives of power, businessmen, politicians, etc.) with representatives of the media to inform society on topical and exciting issues.

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

Forms of business communication covers all situations arising during professional activities. The role of communication in professional activity is to streamline the processes of communicative interactions within the boundaries of the business environment.

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 a loss of a multi-million dollar deal or cross all the efforts on the path to career growth. So, there are several general rules of business communications.

The first rule lies in a clear, legible speech. The listener must understand what the interlocutor says.

The second rule is to avoid monotony during the conversation. Monotonous speech may void the longing. Emotionally unpainted speech causes an insurmountable desire to escape from the interlocutor.

The following rule suggests that the speaker's speech must be an average rate. Very slow speech leads to the disinterest of the interlocutor. She makes distracted from the information speaker. And too fast it leads to the fact that the partner of communication simply does not have time for the move of the thoughts of the speaker. In the case of an overly fast or slow tempo of speech, good communication will not work. It is necessary to try to alternate short and long offers. Since long, overloaded offers are heavy for perception. And speech consisting only of short phrases, will not make a proper impression. It should competently ask questions. Open and closed questions are equally important in conversation. You must learn to hear the interlocutor during the conversation. It is not recommended to start a conversation with a business sentence. It can only cause rejection and from the interlocutor. You need to try to avoid tips expressed directly. The point of view should be expressed gently and unobtrusively, while constantly focusing on the fact that it is just a subjective vision of the topic. An independent thinking of the problem should be encouraged. It is not recommended to report already ready solutions. It is necessary to comply with the accepted cultural norms and the 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 with its regulation. Such communication can be described as strictly compliance with all participants in the process of its personal role. This means that in different professional situations, the individual can be both the leader and the subordinate, partner and colleague. The high responsibility of each participant in business interaction for its result is the basic characteristic of business communication.

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

Styles of business communication

The scope of business communication extends to the legal, managerial, social aspects of the vital activity 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 correspondence by e-mail, regulatory acts, etc.) and oral (for example, meetings, negotiations).

In modern society, competently use the style of business communications - this means to secure a sustainable advancement of the career ladder, an increase in personal status and success in all areas of business activity.

Business style, in turn, is divided into several subspecies - legislative subspecies, diplomatic and administrative stationery subspecies. Each of these subspecies has its own specifics, communicative forms and speech clichés. For example, a memorandum, note, notes are used in diplomatic communications. The administrative and stationery style uses a receipt, a memorandum, certificate, power of attorney, characteristic, order, etc. In legislative style - law, paragraph, regulatory act, agenda, Codex, etc.

The limiting speech accuracy is the most important component of business style. It is achieved, first of all, with the use of special terms, which can be both widespread and narrowly special. Today, business style of communications is considered the most common interaction in the everyday practice.

Styles of business communication include manipulative, ritual and humanistic.

A manipulative style implies the attitude of one partner in conversation to another, as a production tool and use it to perform tasks or obtain certain results. Characteristic examples of such communications serves personal control over the fulfillment of the tasks.

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

The main direction of humanistic style is to support each other's interlocutors and collective discussion of problems. Separate characteristics of partners do not understand and are not divided into positive qualities or negative. Personality is perceived completely. This approach puts the personal qualities of the individual and its individual features to the fore. However, under certain circumstances, such a style of interactions is inappropriate. Knowledge of the features of communications and means of business communication ensure the success of professional activities.

Principles of business communication

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

Principles of business communication include interpersonality of communication, its focus, continuity of communications and multidimensionality.

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

The focus of communications is multipurpose. During communication, the information burden has an unconscious target along with aware. For example, the Rapporteur also means those present with the problematic issue, while pursuing the goal to bring the essence of the issue of the issue. However, along with this, at an unconscious level, he may have a desire to paint or demonstrate to the participants of its, eloquence, etc.

Continuity is to initiate continuous business and interpersonal interaction with a partner when entering its field of view. Since communication contains both verbal elements and non-verbal means of business communication, people constantly send behavioral messages. Such reports the interlocutor attaches a concrete meaning, as a result of which the corresponding conclusions make.

Multidimensionality is based on the fact that individuals in various situations of business interaction not only make data sharing, but such or otherwise regulate the relationship. Since the sphere of business communication is rather diverse, then in the processes of communication can be carried out at least two aspects of relationships. One is to maintain business interaction and the transfer of professional information. Another - in the transfer of an emotional attitude to a partner, in any contact in any contact.

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