Styles of communication management principles of business communication. Basics of business communication

Business communication is an interaction in which there is an exchange of experience, information and activities to achieve specific goals, solve a particular problem, implement the plan.

Business communication is conditionally differentiated into direct (eye to eye) and indirect (through correspondence or technical devices). It should be noted that the direct form business communication characterized by high performance, emotional impact.
In general, business communication, when compared with informal communication, differs in its goal and certain tasks that need to be solved. Friendly communication does not imply the existence of specific tasks and goals. Such communication can be stopped at any time, as soon as you want, unlike business.

Forms of business communication

It:

Speaking in front of an audience
Negotiation
business conversation
Meetings

Characteristic features inherent in business communication:

In the process of business communication, the partner is a person who plays a significant role for the subject
Partners understand each other in matters relating to the case
The main task of business communication is useful cooperation.

Business Principles

Principles that influence the course of business communication processes:

interpersonal. Despite the business orientation, business communication has features of interpersonal contact. Business communication takes place not only in the context of the topics discussed, but also reflect the attitude towards each other.
Purposefulness. Business communication is characterized by the presence of several goals. In addition to the main goal, there is also an unconscious goal. For example, the speaker, while outlining the general situation in the company, also tries to impress the audience by demonstrating intelligence.
Continuity. As you know, any communication contains verbal and non-verbal components. During the conversation, we send behavioral messages to the partner, in accordance with which the interlocutor draws his own conclusions. Any behavior carries some information.
Multidimensionality. During business communication, the interlocutors not only exchange information, but also adjust their relationships.

In the process of business communication, relationships are realized in two aspects:

Business contact, exchange of business information.
Demonstration of emotions to the interlocutor.

Business communication: contexts

Business communication depends on the physical, emotional-moral and social-role contexts:

The physical context is determined by the place, time, physical condition of the interlocutors. Any of these factors can positively or negatively affect the communication process.
The social role context depends on the motives of communication and on the conditions in which it is carried out (at a business meeting, in a cafe, in a work team).
The emotional and moral context is responsible for the mood and feelings that each of the participants in the conversation puts into the communication process. The connections that take place between the participants in business communication and formed in previous communication processes also play a role.

PARTNERSHIP. RIVALRY. DOMINATION.

Self-assessment, as well as the assessment of the partner himself, influences the choice of approach to organizing business communication. Relationships can be based on partnership, dominance, rivalry.

Partnership provides for equal treatment of each other. The main ways of influencing the interlocutors on each other: a public or tacit agreement, which is a unifying factor or a means of mutual control.
Rivalry involves the desire to outplay the other side, to achieve an advantage.
In dominance, the partner is used as a means to achieve goals.

Business communication is the most important component of the moral behavior of an entrepreneur in the professional sphere. Business etiquette is the result of a long selection of various forms and rules of appropriate behavior that contribute to successful business relationships. In business communication, a culture of behavior is unthinkable without verbal (verbal) speech etiquette associated with manners and forms of speech, vocabulary, that is, with the style of speech that is accepted in communication a certain circle business people.

Specific features of business communication

Business communication is a multifaceted, complex process of development in the official sphere of contacts between people. Its members have official statuses. They are focused on achieving specific goals and objectives. A specific feature of this process is its regulation (in other words, submission to established restrictions). These restrictions are determined by cultural and national traditions, as well as ethical principles in force in the professional field.

Business Etiquette

The psychology of business communication involves the use of business etiquette. It includes the following two groups of rules:

Instructions that determine the nature of the contact between the subordinate and the leader (vertical);

Norms that operate in the field of communication between members of the same team, equal in status (horizontal).

A helpful and friendly attitude towards all partners, work colleagues, regardless of personal feelings, is considered a general requirement.

Also, the regulation of interaction in the business sphere is expressed in attention to speech. Speech etiquette must be observed. It is necessary to follow the norms of linguistic behavior developed by society, use standard ready-made "formulas" that allow you to organize situations of gratitude, requests, greetings, etc. (for example, "be kind", "hello", "nice to meet you"). Such sustainable structures should be chosen taking into account the psychological, age and social characteristics. It is necessary to take into account other features of business communication, which will be discussed below.

Communication from the point of view of interaction assumes that people exchange information to build joint activities, establish contact with each other, and cooperate.

Stages of interaction in business communication

In order for communication to occur smoothly, it must include the following steps.

1. Acquaintance (establishment of contact). It involves presenting yourself to another person, understanding the other.

2. Orientation in a specific communication situation, pause, understanding what is happening. The psychology of business communication is inconceivable without this requirement.

3. Discussion of the problem of interest.

4. Her decision.

5. Exit the contact (end it).

It should be noted that official contacts should be built on a partnership basis. They must proceed from mutual needs and requests, from the interests of the cause. Such cooperation undoubtedly increases creative and labor activity. The culture of business communication is an important factor contributing to the production process and successful business.

business conversation

As a rule, it consists of the following steps:

Familiarization with the issue to be resolved, statement of facts;

Clarification of the factors influencing the choice of solution;

Choice of solution;

Its acceptance and bringing to the interlocutor.

Goodwill, tact, competence of the participants is the key to the success of a business conversation.

An important element of both secular and business conversation is the ability to listen to the interlocutor. In order to communicate, we must not only express our feelings, thoughts and ideas, but also allow those with whom we are talking to do so.

Questions are the regulators of the conversation. In order to clarify the problem, it is advisable to ask open-ended questions: "What?", "Why?", "How?", "When?" and others. They cannot be answered "no" or "yes", a detailed answer is needed, which sets out all the necessary details. If you need to narrow the topic of discussion, to concretize the conversation, the culture of business communication involves the use of closed questions: "Will it be?", "Is there?", "Was it?" etc. They suggest a monosyllabic answer.

Basic rules of conversation

There are certain general rules, which it is advisable to adhere to when conducting conversations both in an informal and in a business setting. It is possible to single out among them the most important principles of business communication.

You should speak in such a way that any participant in the conversation can easily express their opinion and join the conversation. Attacking someone else's point of view with impatience and vehemence is unacceptable. Expressing your opinion, you cannot defend it by raising your voice and getting excited: firmness and calmness in intonations act, as a rule, more convincingly.

Styles of business communication suggest that through conciseness, accuracy and clarity of the expressed considerations and arguments, elegance in conversation is achieved. It is necessary to maintain benevolence, good humor and self-control during the conversation. Serious controversy negatively affects business relationships and mutually beneficial contacts, even when you are sure that you are right. It must be remembered that a quarrel follows a dispute, and enmity follows it. And enmity leads to the loss of both sides.

Under no circumstances should you interrupt the speaker. And business communication is not the only kind of communication between people to which this applies. The speaker must always be treated with respect. It is possible only in extreme cases to make a remark to him, using forms of politeness. Having interrupted the conversation when a new visitor entered the room, a well-mannered person will not continue the conversation until he briefly acquaints the visitor with what was said before his arrival. In conversations, it is unacceptable to slander, as well as to support slander directed at those who are absent. It is also not necessary to enter into a discussion of those issues about which there is no sufficiently clear idea. When mentioning third parties in a conversation, you need to call them not by their last names, but by their first and middle names. The culture of speech and business communication also suggest that a woman should never call men by their last names.

Care must be taken not to allow tactless statements in your speech (for example, criticism of national characteristics, religious beliefs, etc.). It is impolite to force your interlocutor to repeat what he said, under the pretext that you did not hear some details. If another person speaks at the same time as you, let them speak first. educated and educated person know by modesty. With his knowledge, as well as acquaintances with people occupying a high position, he avoids boasting. All these principles of business communication should be adopted and actively used.

Classification of meetings and meetings

In addition to dialogue communication, there are other various forms of official (business) discussions in a group. The most common are meetings and conferences. In management theory, there is the following general classification, according to which these forms of business communication are divided.

1. Informative interview. During it, each participant briefly reports to the boss on the state of affairs. This avoids written reports and provides an opportunity for all participants to get a general idea of the state of affairs in the institution.

2. A meeting whose purpose is to make a decision. It is characterized by the coordination of the opinions of the participants, who represent various divisions, departments of the organization for the adoption of a specific decision on a specific problem.

3. Creative meeting. During it, new ideas are used, areas of activity are being developed that may turn out to be promising.

meeting requirements

There are ethical rules for business communication that apply to meetings. They regulate the relationship between its participants, as well as between subordinates and superiors. For example, on the part of the boss, it would be ethically justified to invite its participants to a meeting at which an important issue is supposed to be resolved not through the secretary by phone, but in personal communication or in writing. Respect for the audience is also manifested in the creation of some, at least minimal comfort. The room, as the rules of business communication say, should be selected in accordance with the number of participants, ensure its ventilation, necessary lighting, the ability to record important information, etc.

The main element of a meeting or meeting is a discussion on some issues, the main purpose of which is the search for truth. Only if the discussion is effective if it is carried out in compliance with ethically oriented norms of behavior in the process of business communication. The etiquette of business communication implies the need to respect the opinions of others, even if it seems absurd at first glance. In order to understand him, you need to be patient, listen to him, mobilizing attention. Business communication etiquette also advises sticking to the subject of the dispute.

You can't turn a discussion into a conflict. It is necessary to look for points of convergence of judgments and opinions in the dispute, to strive to find common solutions. This does not mean that you need to give up your opinion if you are sure that you are right. Nevertheless, it is useful to question the correctness of one's position. It is impossible to use in any, even the most acute discussion, categorical statements (for example, "talk nonsense", "this is nonsense", "this is not true") and swear words. The language of business communication should exclude all this. Sarcasm and irony are allowed, but they should be used without humiliating or insulting opponents. Facts, as well as their conscientious interpretation, are the main weapon in the discussion.

You need to be able to admit your own wrong. Business communication is an area in which nobility should also be shown. If the opponents are defeated in the discussion, they should be given the opportunity to salvage their reputation. There is no point in gloating about their defeat.

Business conversation and negotiations

Such forms of business communication as business conversation and negotiations are often interconnected. A business conversation involves the exchange of information and opinions. It does not provide for the development of binding decisions, the conclusion of contracts. A business conversation can be independent of negotiations, precede them or be an integral part of them.

Elements of preparation for negotiations and their course

The negotiations are characterized by a more concrete, more formal character. They usually provide for the signing of various documents (contracts, agreements, etc.) that define the mutual obligations of their participants. The elements of preparing for a successful negotiation are:

Definition of the subject of negotiations, problems;

Search for their solution partners;

Clarification of own interests, as well as the interests of partners;

Development of the program and plan of negotiations;

Selection of specialists for the delegation;

Solving various organizational issues;

Decor the right materials- diagrams, tables, drawings, product samples, etc.

The course of negotiations should fit into the following scheme: the beginning of the conversation, then the exchange of information, after which - argumentation and counterargumentation, the development and adoption of decisions, and, finally, the completion of negotiations.

Circumstances Favoring Successful Negotiations

Features of business communication involve the creation of certain circumstances for it. We have already mentioned many of them. Let's add some others that should also be taken into account when preparing negotiations. The most favorable days for negotiations are Tuesday, Wednesday and Thursday. The best time of the day for this purpose is in the afternoon (after about half an hour or an hour), when thoughts about food do not distract from solving business issues. An environment conducive to negotiation, depending on the circumstances, can be created in the representative office of a partner, in your office or in neutral territory (restaurant hall, hotel room, conference room, etc.). In many ways, the success of negotiations is determined by the ability to ask interlocutors questions, as well as to receive exhaustive answers to them. Questions are necessary to guide the course of the dialogue, as well as to find out the point of view of the opponent. The conversation should not be abstract. It should be specific, include the necessary details, figures and facts, supported by documents and diagrams.

A negative outcome of a negotiation or business conversation is not a reason for coldness or harshness at the end of the process. Styles of business communication do not imply their manifestation. It is necessary to say goodbye in such a way as to preserve, in the future, business ties and contacts.

Introduction

Business communication is a process in which business information and work experience are exchanged, involving the achievement of a certain result in joint work, the solution of a specific problem or the implementation of a specific goal. The specificity of this process is the moment of regulation, that is, the obedience to the established restrictions, which are determined by the national and cultural traditions adopted in the given territory, professional ethical principles adopted in this professional circle of people. Business communication is conditionally divided into direct (direct contact) and indirect (when during communication there is a certain spatio-temporal distance, that is, letters, telephone conversations, business notes, etc.).

Direct communication has greater effectiveness, the power of emotional impact and suggestion, while indirect communication does not have such a strong result, some socio-psychological mechanisms directly operate in it. In general, business communication differs from informal communication in that its process sets specific tasks and specific goals that require a certain resolution, which does not allow us to stop the process of negotiations with a partner or partners in negotiations at any time (at least without certain losses in obtaining information for both parties). In an ordinary friendly one, questions such as specific tasks and goals are most often not raised, so such communication can be stopped (at the request of both parties) at any time without fear of losing the opportunity to restore the communication process again.

Types of business communication:

2. negotiations

3. meeting

4. visits

5. public speaking.

Business communication today penetrates into all spheres of public life of society. Enterprises of all types and forms of ownership, as well as individuals as private entrepreneurs, enter the commercial, business spheres of life.

Competence in the field of business communication is directly related to success or failure in every field: in the field of science, art, production, trade. As for managers, businessmen, production organizers, people employed in the field of management, private entrepreneurs, communicative competence, that is, the ability to adequately respond in any situation in the process of communication, for representatives of these professions is one of the most important components of their professional image.

Business communication as a process involves establishing contact between participants, exchanging certain information to build joint activities, establish cooperation, etc.

Service contacts are built on a partnership basis, proceeding from mutual needs, from the interests of a common cause. Undoubtedly, such communication increases labor and creative activity, is an important factor in a successful business.

The ability to deal with people during a conversation is one of the most important factors in determining your chances of success in business, work or entrepreneurial activity. The success of a person in his affairs, even in the technical field or the scientific field, is only fifteen percent dependent on his professional knowledge and eighty-five percent on his ability to communicate with people with whom he works. This paper discusses the mechanisms, structure and principles of business communication, without knowledge of which it is very difficult to succeed in business and entrepreneurship.

I . Structure of business communication

Consists of five basic phrases:

1) Start a conversation.

2) Transfer of information.

3) Argumentation.

4) Refutation of the arguments of the interlocutor.

5) Decision making.

The correct beginning of the conversation involves: an accurate description of the goals of the conversation, the mutual introduction of the interlocutors, the name of the topic, the presentation of the person conducting the conversation, the announcement of the sequence of consideration of issues.

At the end of the conversation, the procedure should be reversed: the leader of the conversation takes the floor and ends it with an appeal to the interlocutor.

What should you pay attention to when establishing personal contact with the interlocutor?

First, to clear, concise and meaningful introductory phrases and explanations.

Secondly, it is obligatory to address interlocutors by name and patronymic.

Thirdly, the appropriate appearance(clothing, smartness, facial expression).

Showing respect for the personality of the interlocutor, attention to his opinions and interests is an integral part of any communication, and even more so in a business conversation ....

The conversation should be built in the form of a dialogue, to build which, as often as possible, appeal to the opinion and answers of the interlocutor.

The interlocutor's comments mean that he is actively listening to you, following your performance, carefully checking your argument and thinking everything over. It is believed that an interlocutor without comments is a person without his own opinion. That is why the comments and arguments of the interlocutor should not be considered as obstacles in the course of the conversation. They facilitate the conversation, as they give us the opportunity to understand what else needs to be convinced of the interlocutor and what he generally thinks about the essence of the matter.

There are the following types of remarks: unspoken remarks, prejudice, ironic remarks, remarks for the purpose of obtaining information, remarks for the purpose of expressing oneself, subjective remarks, objective remarks, remarks for the purpose of resistance.

Let's consider them in more detail. We will be interested in what are the reasons for such comments, how they should be treated and how to respond to them.

Unspoken remarks. These are such remarks that the interlocutor does not have time, does not want or does not dare to express, therefore we ourselves must identify and neutralize them.

Prejudice. They are among the reasons that cause unpleasant remarks, especially in cases where the interlocutor's point of view is completely erroneous. His position has an emotional basis, and all logical arguments are useless here. We see that the interlocutor uses aggressive arguments, puts forward special demands and sees only the negative aspects of the conversation.

The reason for such remarks is, most likely, the wrong approach on your part, antipathy towards you, unpleasant impressions. AT similar situation you need to find out the motives and point of view of the interlocutor, come to an understanding.

Ironic (sarcastic) remarks. Such remarks are the result of the interlocutor's bad mood, and sometimes his desire to test your endurance and patience. You will notice that the remarks are not closely related to the course of the conversation, they are defiant and even offensive.

How to act in such a situation? It should be checked whether the remark was made seriously or is in the nature of a challenge. In any case, you can not go on about the interlocutor. Your reaction can be either witty, or you should not react to such remarks.

Notes for the purpose of obtaining information. Such remarks are proof of the interest of your interlocutor and the existing shortcomings in the transfer of information.

Most likely, the reason is that your argument cannot be called clear. The interlocutor wants to get additional information or he listened to some details. You must give a calm and confident answer.

Notes to express yourself. These remarks can be explained by the desire of the interlocutor to express his own opinion. He wants to show that he did not succumb to your influence and that in this matter he is as impartial as possible.

Remarks of this kind may be caused by too strong an argument on your part and, perhaps, by your self-confident tone. How to act in such a situation? It is necessary that your interlocutor find confirmation of his ideas and opinions.

subjective remarks. Such remarks are typical for a certain category of people. A typical formulation of such interlocutors is: “All this is fine, but it doesn’t suit me.”

What is the reason for such remarks? Your information is unconvincing, you pay insufficient attention to the personality of the interlocutor. He does not trust your information and therefore does not appreciate the facts given. How to act in such a situation? You should put yourself in the place of the interlocutor, take into account his problems.

objective remarks. These are remarks that the interlocutor makes in order to dispel his doubts. These remarks are sincere, without any gimmicks. The interlocutor wants to get an answer in order to develop his own opinion.

The reason for such remarks is that your interlocutor has a different solution to the problem and does not agree with yours. How to behave in such a situation? You should not contradict the interlocutor openly, but bring to his attention that you take into account his views, and then explain to him what advantage your solution gives to the problem.

Remarks for the purpose of resistance. These remarks tend to come at the beginning of a conversation, so they are not and cannot be specific.

The reason for them most often lies in the fact that your interlocutor has not got acquainted with your arguments, and the topic of the conversation is not clearly defined. How to act in such a situation? The topic of the conversation should be clearly defined, and if resistance increases, then tactics should be reconsidered, and in extreme cases, the topic of the conversation should also be changed.

II . Mechanisms of business communication.

The effectiveness of negotiations, the degree of mutual understanding with partners, employees, the satisfaction of employees with their work, the moral and psychological climate in the organization depend on how competently business communication is built. Almost all business problems are in one way or another related to communication - the process of transferring ideas, thoughts, feelings, bringing them to understanding by other people. Managers spend on different kinds communicate an average of 80% of their time.

Understanding the processes of information transfer, the patterns existing in these processes, the development of skills for effective interaction with people are necessary for a manager of any level. Today, an experienced leader spends most of his time not on solving financial, technical or organizational problems, but on solving psychological problems that arise in the process of communicating with subordinates, colleagues and superiors. Knowledge and skills in the field of communication are necessary not only for managers, but also for any of us, because through communication a person organizes and optimizes his production, scientific, commercial, educational and any other activity. Communication allows you to solve not only the issues of the organization, but also the problems of its employees.

The patterns that determine the processes of interpersonal relationships include the following:

1. Dependence of communication on the perception of a partner.

Perception is understood as the image of another person, formed on the basis of an assessment of his appearance and behavior.

All people are different, they differ from each other in their own way. social status, life experience, intelligence, etc. In view of this, errors of inequality arise in perception, which are called the factors of superiority, attractiveness and attitude towards us.

When meeting a person who is superior to us in some important parameter for us, we evaluate him somewhat more positively than we would if he were equal to us. If we are dealing with a person whom we are superior in some way, then we underestimate him. Moreover, superiority is fixed in one parameter, and overestimation (or underestimation) occurs in many parameters. This scheme of perception does not start working for everyone, but only for really important, significant for us inequality.

The effect of the attractiveness factor in the perception of a person lies in the fact that under its influence some qualities of a person are overestimated or underestimated by other people. The mistake here is that if we like a person outwardly, then at the same time we tend to consider him more intelligent, interesting, etc., i.e. overestimate many of his personal characteristics. If a person is unattractive, then his other qualities are underestimated.

The attitude factor acts in such a way that people who treat us well are valued higher than those who treat us badly. So, for example, the closer a person's opinion is to our own, the higher the assessment of the person who expressed this opinion.

People inadequately "display" each other. There are good reasons for this:

Man is too complicated. La Rochefoucauld owns the words: "... It is easier to know people in general than one person";

A person consciously or unconsciously defends himself from attempts to reveal his features and capabilities;

A person often cannot give information about himself simply because he does not know himself.

underestimated, depending on the psychological characteristics of the individual.

3. Conditionality of the process of understanding each other by the process of reflection .

Reflection is an individual's awareness of how he perceives a communication partner. It's just another's knowledge. But knowing how the other understands me, i.e. a kind of double process of mirror reflection of each other.

4. Splitting the meaning of the transmitted information.

The reasons for this are:

Different interpretation information caused by allegorical

language capabilities;

Differences in education, intellectual development, needs

communicating.

wealth, dignity.

6. Compensation. The lack of some qualities is consciously or unconsciously compensated by others.

All these patterns are manifested in business communication. In order for it to be constructive, it is necessary:

1. Understanding goals, objectives, hopes, psychological state partner.

2. Simulation ability personality traits communication partner.

3. The ability to put yourself in the place of a communication partner.

4. Confidence in communications.

What is meant by trust?

Open demonstration of their intentions;

Showing kindness towards your partner

Business competence;

Persuasive manner;

Eliminate misunderstandings.

Misunderstandings are often caused by:

The tendency not to say what they really think and want;

The desire to say what seems appropriate in a given situation, and not what you really would like to say;

Indefatigable desire to speak themselves, inability to listen to others;

The desire to listen to others not to hear, but to evaluate the speaker.

The constructiveness of business communication is often hindered by a variety of communication barriers. These include:

1. Social barriers - political, religious, etc. They give rise to misunderstanding, suspicion, lead to blocking of interpersonal communication;

2. Ethnocultural barriers. National and cultural features strongly influence the perception of other peoples. Their traditions and habits are perceived as the norm, their absence in others is perceived as a disadvantage;

3. Psychological barriers - individual personality traits (isolation, shyness, importunity, absurdity, etc.); psychological relations communicating (mutual sympathy, hostility, incompatibility, etc.); lack of necessary communication skills.

III . Principles of business communication.

Principles are abstract, generalized ideas that enable those who rely on them to correctly shape their behavior, their actions, their attitude to something.

The principles of business communication provide a particular employee in any organization with a conceptual ethical platform for decisions, actions, actions, interactions, etc.

First principle : The central position of the so-called gold standard is generally accepted: actions that you would not want to see in relation to yourself.

Second principle : Equity is needed when allocating employees with the resources necessary for their official activities (cash, raw materials, material, etc.)

Third principle requires mandatory correction of an ethical violation, regardless of when and by whom it was committed.

According to fourth principle , called the principle of maximum progress, the official behavior and actions of an employee are recognized as ethical if they contribute to the development of the organization (or its divisions) from a moral point of view.

The logical continuation of the fourth principle is fifth principle - the principle of minimum progress, according to which the actions of an employee or organization as a whole are ethical, if they at least do not violate ethical standards.

Essence sixth principle in the following: ethical is the tolerant attitude of the employees of the organization to the moral principles, traditions and other things that take place in other organizations, regions, countries.

According to eighth principle individual and collective principles are equally recognized as the basis for the development and decision-making in business relations.

Ninth principle reminds you that you should not be afraid to have your own opinion when solving any official issues. However, nonconformism as a personality trait should be manifested within reasonable limits.

Tenth principle - no violence, i.e. “pressure” on subordinates, expressed in various forms, for example, in an orderly, command manner of conducting an official conversation.

Eleventh principle - the constancy of the impact, expressed in the fact that ethical standards can be introduced into the life of the organization not by a one-time order, but only with the help of ongoing efforts on the part of both the manager and ordinary employees.

Twelfth Principle - when exposed (on a team, on individual employees, on a consumer, etc.), take into account the strength of possible counteraction.

Thirteenth Principle consists in the expediency of advancing trust in the employee's sense of responsibility, in his competence, in a sense of duty, etc.

Fourteenth Principle strongly recommends striving for non-conflict.

Fifteenth Principle - freedom that does not restrict the freedom of others.

Sixteenth Principle can be called the principle of promotion: the employee must not only act ethically himself, but also contribute to the same behavior of his colleagues.

Seventeenth Principle says: do not criticize a competitor.

This refers not only to a competing organization, but also to an "internal competitor" - a team of another department, a colleague in which one can "see" a competitor.

The principles of business ethics should serve as the basis for the development of each employee of any company of his own personal ethical system.

The list of principles can be continued, taking into account the specifics of the activities of a particular organization. There are principles of professional ethics.

Common to all professions is the requirement of the highest possible quality of work within the stipulated possibilities. Contrasting corporate interests with the interests of the client is unacceptable.

It is common to demand that a client, visitor, buyer, etc. be treated as a subject, not an object. professional activity, the inadmissibility of manipulation, misleading people, is understood in many professions as the principle of "informed consent".

Informed consent exists in all professions and reflects the requirement to respect a person's right to information concerning himself or his interests, guaranteed by the Declaration of Human Rights. It also means the inadmissibility of misinformation and silence important information.

Informed consent means maximum information provided by specialists regarding health, time, material costs, possible consequences or loss, loss of opportunity or non-pecuniary damage to dignity.

This information is a condition for the voluntary acceptance by the client, patient, student, visitor of the content of forms, methods, techniques, time, price and quality of his service (treatment), training and the expected result, taking into account possible complications.

Common to all professions is the principle of maintaining professional secrecy, confidentiality of customer information, information requests, services, technologies, recipes.

Confidentiality in relation to the work of a specialist should be understood as the non-disclosure of information relating to a specialist and which has become the property of a specialist as a result of the performance of his official duties or in connection with them.

Respect for property rights is an important principle of professional ethics.

Collegiality is the principle in many professions today.

An important principle of professional activity in a democracy is the right to criticism.

The ecological principle obliges specialists to take care of the cleanliness of rooms and air, preventive measures during periods of epidemics, saving heat, water, electricity as a condition for protecting nature and people.

Hedonism is the principle of ethics, according to which the desire for pleasure and the avoidance of suffering is a natural human right.

Hedonism requires a professional to be optimistic, energetic, able to inspire and be inspired.

Oral and writing often the core of professional ethics. Its important indicators are communication style, functional literacy.

Ethical requirements for language and speech in professional communication simple, but not easy to implement. This is the responsibility for every word spoken. It is the correctness of speech and language. This is brevity, expressiveness and compliance with the norms of speech etiquette.

Conclusion

Not a single person from the field of business and entrepreneurship can currently avoid the process of communicating with their own personnel of their company and trading partners, with representatives of the authorities, employees of legal or judicial authorities, with agents or contractors, which requires certain skills and knowledge from the field of business psychology. communication.

The ability to behave correctly and adequately during business communication is one of the main components of success. business man and leader. The ability to conduct this process without conflict and productively is one of the most necessary qualities for someone who wants to achieve success in the business field.

Literature

1. Borozdina G.V. "Psychology of business communication". Moscow, 1999.

2. Braim I.N. "Ethics of business communication". Minsk, 1994.

3. Kuznetsov I.N. "Technology of business communication". Minsk, 1999.

4. Lisenkova L.F. "Psychology and ethics of business communication". Moscow, 1998.

5. Fomin Yu.A. "Psychology of business communication". Minsk, 1999.

Botavina R.N. Ethics of business relations: Uch. allowance.- M.: Finance and statistics, 2002. S. 5

Protanskaya E.S. Professional ethics. Moral propaedeutics of business behavior.: Uch. allowance. - St. Petersburg: Aleteyya, 2003. S. 84

Universal Declaration of Human Rights of December 10, 1948.// International law in documents. M., 1982

Introduction …………………………………………………………………………… 2

1. The concept of “business communication”……………………………………………………..3

2. Signs of business communication…………………………………………………. 5

3. The structure of business communication……………………………………………………7

4. Classification of types of business communication…………………………………….. 11

B) according to the purpose of communication ……………………………………………………………….12

5. Main forms of business communication……………………………………….. 14

Conclusion………………………………………………………………………….15

Literature………………………………………………………………………….16

Introduction

The relationship of people in the process of joint activity, to which each person devotes a significant part of his life, has always aroused special interest and attention from philosophers, psychologists, sociologists, as well as practitioners who sought to generalize their experience of business communication in a particular area, to correlate it with the norms of morality developed by mankind and to formulate the basic principles and rules of human behavior in a business (service) environment. AT recent times to characterize the whole complex of issues related to the behavior of people in a business environment, as well as the title of a theoretical course devoted to their study, the compound term "ethics of business communication" is used.

Known "written" and "unwritten" norms of behavior in a given situation of official contact. The accepted order and form of treatment in the service is called business etiquette. Its main function is the formation of rules that promote mutual understanding of people. The second most important is the function of convenience, i.e., expediency and practicality. Modern domestic service etiquette has international features, because its foundations were actually laid in 1720 by the "General Regulations" of Peter I, in which foreign ideas were borrowed.

Business communication is the most important aspect of the morality of the professional behavior of an entrepreneur. Business etiquette is the result of a long selection of rules for the forms of the most expedient behavior that contributed to success in business relationships. The culture of behavior in business communication is unthinkable without observing the rules of verbal (verbal" speech) etiquette associated with the forms and manners of speech, vocabulary, i.e. with all the style of speech adopted in the communication of this circle of business people.

1. The concept of "business communication"

Business communication is a complex multifaceted process of developing contacts between people in the official sphere. Its participants act in official statuses and are focused on achieving the goal, specific tasks. A specific feature of this process is regulation, i.e., obedience to established restrictions, which are determined by national and cultural traditions, professional ethical principles.

Business etiquette includes two groups of rules:

The norms in force in the field of communication between equal in status, members of the same team (horizontal);

Instructions that determine the nature of the contact between the leader and the subordinate (vertical).

A general requirement is a friendly and helpful attitude towards all work colleagues, partners, regardless of personal likes and dislikes.

The regulation of business interaction is also expressed in attention to speech. It is imperative to observe speech etiquette - norms of linguistic behavior developed by society, typical ready-made "formulas" that allow you to organize etiquette situations of greetings, requests, thanks, etc. (for example, "hello", "be kind", "allow me to apologize", " happy to meet you." These sustainable structures are selected taking into account social, age, psychological characteristics.

Communication as interaction assumes that people establish contact with each other, exchange certain information in order to build joint activities, cooperation.

In order for communication as an interaction to occur without problems, it should consist of the following steps:

Setting up a contact (acquaintance). It involves understanding another person, presenting oneself to another person;

Orientation in a communication situation, understanding what is happening, holding a pause;

Discussion of the problem of interest;

Solution.

Ending a contact (leaving it).

Service contacts should be built on a partnership basis, proceeding from mutual requests and needs, from the interests of the cause. Undoubtedly, such cooperation increases labor and creative activity, is an important factor technological process production, business.

2. Signs of business communication

Business communication today penetrates into all spheres of public life. in commercial, business relationship enter enterprises of all forms of ownership, individuals. Competence in the field of business communication is directly related to success or failure in any business: science, art, production, trade. As for managers, entrepreneurs, production organizers, people employed in the field of management, communicative competence for representatives of these professions is the most important part of the professional image.

Another specific feature of business communication is its regulation, i.e., subordination to established rules and restrictions.

These rules are determined by the type of business communication, its form, the degree of officiality and those specific goals and objectives that are facing those communicating. These rules are determined by national cultural traditions and social norms of behavior.

They are fixed, drawn up in the form of a protocol (business, diplomatic), exist in the form of generally accepted norms of social behavior, in the form of etiquette requirements, restrictions on the time frame of communication.

An important feature of business communication is the strict observance by its participants of the role role. In life, we constantly perform, play various roles: wife, husband, son, daughter, citizen, boss, seller, buyer, etc. Our roles may change several times during the day. The same thing happens in business communication. In the process of interaction, a business person in different situations you have to be both a boss, and a subordinate, and a colleague, and a partner, and a participant in an event, etc. It is necessary to take this into account and behave in accordance with the requirements presented by the specific situation and the role adopted. Compliance with the role role in business communication streamlines, stabilizes the work process and thereby ensures its effectiveness.

The peculiarities of business communication include the increased responsibility of participants for its result. Indeed, successful business interaction is largely determined by the chosen communication strategy and tactics, i.e., the ability to correctly formulate the goals of the conversation, determine the interests of partners, build a rationale for one’s own position, etc. If business communication is inefficient, this can lead to the failure of the business itself.

Therefore, in business communication, such important qualities of business people as commitment, organization, loyalty to the word, as well as observance of moral and ethical norms and principles acquire special significance.

Business communication requires more strict attitude to the use of speech means by its participants. In business communication, swear words and obscene expressions, vernacular are not allowed, the use of words of a limited scope of use (jargonisms, dialectisms, archaisms, etc.) is undesirable.

3. Structure of business communication

The structure of business communication consists of five basic phrases:

1) Start a conversation.

2) Transfer of information.

3) Argumentation.

4) Refutation of the arguments of the interlocutor.

5) Decision making.

At the end of the conversation, the procedure should be reversed: the leader of the conversation takes the floor and ends it with an appeal to the interlocutor.

What should you pay attention to when establishing personal contact with the interlocutor?

First, to clear, concise and meaningful introductory phrases and explanations.

Secondly, it is obligatory to address interlocutors by name and patronymic.

Thirdly, the appropriate appearance (clothing, smartness, facial expression) is important.

Showing respect for the personality of the interlocutor, attention to his opinions and interests is an integral part of any communication, and even more so in a business conversation ....

The conversation should be built in the form of a dialogue, to build which, as often as possible, appeal to the opinion and answers of the interlocutor.

Let's consider them in more detail. We will be interested in what are the reasons for such comments, how they should be treated and how to respond to them.

Unspoken remarks. These are such remarks that the interlocutor does not have time, does not want or does not dare to express, therefore we ourselves must identify and neutralize them.

The reason for such remarks is, most likely, the wrong approach on your part, antipathy towards you, unpleasant impressions. In such a situation, you need to find out the motives and point of view of the interlocutor, come to an understanding.

Notes for the purpose of obtaining information. Such remarks are proof of the interest of your interlocutor and the existing shortcomings in the transfer of information.

Most likely, the reason is that your argument cannot be called clear. The interlocutor wants to get additional information or he listened to some details. You must give a calm and confident answer.

subjective remarks. Such remarks are typical for a certain category of people. A typical formulation of such interlocutors is: "All this is fine, but it does not suit me."

Remarks for the purpose of resistance. These remarks tend to come at the beginning of a conversation, so they are not and cannot be specific.

4. Classification of types of business communication

· Material - exchange of objects and products of activity;

· Cognitive - knowledge sharing;

· Motivational - exchange of motives, goals, interests, motives, needs;

· Activity - exchange of actions, operations, skills, abilities.

By means of communication, it is possible to divide into the following four types:

· Direct - carried out with the help of natural organs given to a living being: hands, head, torso, vocal cords, etc.;

· Indirect - associated with the use of special tools and tools;

Direct - involves personal contacts and direct perception of each other by communicating people in the very act of communication;

Indirect - carried out through intermediaries, which may be other people.

B) for the purpose of communication

Communication as interaction assumes that people establish contact with each other, exchange certain information in order to build joint activities and achieve their goals. In the case of business communication, the desire to communicate is secondary to the need. Coercion is the main feature that distinguishes business communication from interpersonal communication.

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

There are special rituals of business communication. it business conversations different kind, business correspondence, business etiquette, attributes of business communication, verbal and non-verbal signs and symbols of relationships, barriers, defenses and conflicts. With the help of ritual forms: appeals, greetings, compliments, we can strengthen or weaken the effectiveness of the activity. But in general, in business communication, the goal and motivation is joint activity, and therefore it cannot be reduced to external forms. Business communication includes the ritual level, but is not limited to it.

That is, in each case, the effectiveness of joint activities is enhanced or weakened by the personal relationships of partners. For a real understanding of the specifics of a particular situation that arose as a result of business relationships, it is important to determine the nature and degree of influence of the personal factor on the goals and results of communication.

There are several types for the purpose of communication :

Cognitive communication involves the development of new information and its application in practical activities, introduction of innovations, self-development;

Persuasive communication is used to attract a partner to their position, reorientation of goals;

· Expressive communication aims to change the mood of the partner, provoking the necessary feelings: compassion, empathy, involvement in specific actions and actions;

· Suggestive communication is necessary when providing an inspiring impact to change motivations, value orientations, behavior and attitudes;

Manipulative communication is a form of interpersonal communication in which the impact on the communication partner in order to achieve their intentions is carried out hidden.

Ritual communication leads to the formation of a sense of patriotism and national pride, preservation of traditions and consolidation of new rituals.

5. Basic forms of business communication

1. Business conversation - a system of well-chosen thoughts and words, through which one or more interlocutors want to exert a certain influence on another interlocutor or on a group of interlocutors in order to change the existing business situation, that is, to create a new business situation or a new business relationship.

2. Presentation (from lat. Praesentatio) - public performance something new, recently appeared, created, for example: a book, a magazine, a movie, a TV program, an organization.

3. Business meeting - element management activities leader; the most common form of control.

4. Negotiation is an integral part of our Everyday life. Negotiation accompanies any joint activity. The purpose of the negotiations is usually to reach an agreement on the participation of the parties in the activities, the results of which will be used for mutual benefit. Business negotiations are conducted within the scope of business of the participants and have a narrower task - to reach an agreement on a mutually beneficial exchange of resources, joint investment of resources, distribution of profits received from joint activities.

Conclusion

The ability to behave appropriately with people is one of the most important, if not the most important, factor in determining the chances of success in business, office or entrepreneurial activity. Dale Carnegie noticed back in the 30s that the success of a person in his financial affairs, even in the technical field or engineering, depends fifteen percent on his professional knowledge and eighty-five percent on his ability to communicate with people. In this context, the attempts of many researchers to formulate and substantiate the basic principles of the ethics of business communication or, as they are more often called in the West, the commandments of personal public relation (very roughly translated as "business etiquette") are easily explained.

The specificity of business communication lies in the fact that the collision, the interaction of economic interests and social regulation are carried out within the legal framework. Most often, people enter into business relationships in order to legally formalize interactions in a particular area. The ideal result of interaction and legal formalization of relations is partnerships built on the foundations of mutual respect and trust.

Literature

1. Andreeva G. M. "Social psychology"

M: "Aspect Press", 2006. – 363 p.

2. Volgin B. Business meetings.

M.: "Nauka", 2007. – 129 p.

3. Koneva E. V. Psychology of communication

M: "Phoenix", 2006 – 284 p.

4. Leontiev A. A. "Psychology of communication"

M: "Academy", 2005 – 368 p.

5. Yager D. Business etiquette: how to survive and succeed in the business world.

M: "Thought", 2007. – 255 p.

Compliance with the ethics of business communication is the basis of a successful team. Relationships built on the rules of professional ethics and mutual respect create a comfortable working atmosphere and support motivation in the team.

The article presents the basic principles of business communication ethics, tips and rules that will be useful to both employees and managers.

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

What it is?

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

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

So that different worldviews do not interfere with work and do not force everyone to speak different languages, it is important to observe the etiquette and culture of business communication. This applies to both relationships within the same team and external contacts (between employees of different departments or branches, between an employee and a client).

Rules and basic principles of business communication ethics

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

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

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

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

The main types of business communication

There are three main types of business communication, they are based on the generally accepted hierarchy within the team.

So, business communication can take place:

"Top down";
"Upwards";
"Horizontally".

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

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

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

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

Communication "boss-subordinate"

The boss is "above" the subordinate

Or top to bottom. Any good leader should try to create a comfortable atmosphere in the team. It is the self-discipline of the leader that is the most powerful motivator and example for subordinates.

Therefore, people who take leadership positions First of all, it is important to follow the ethical rules of business communication.

Tip: The effective work of the entire company begins with the self-discipline of the leader. Only by learning to manage yourself can you manage other people. Familiarity, being late, postponing decisions "for later" should disappear from habits. All this will help strengthen your authority, win the favor of employees - everyone wants to strive for a brighter future for the ideal leader.

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

Order;
Request;
Question or request;
Volunteer call.

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

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

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

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

Also, subordinates always appreciate justice. So the reward must always be adequate to the merit, just as the punishment is adequate to the failure. At the same time, the mistakes of employees should not be left completely unattended - such behavior can show the manager as inattentive or tell the employee that he can work carelessly, shirk and go unpunished.

Among other things, the boss must show his subordinates that he respects and appreciates their opinion and contribution to the common cause, and in this case he will achieve reciprocal loyalty.

Communication "subordinate-boss"

Of course, the rules of business communication must be observed by all subordinates. Good employee, like the leader, is interested in establishing and maintaining a comfortable atmosphere in the team, therefore, within the framework of the ethics of business communication, one of the tasks of the subordinate is to help the leader maintain it.

In no case should a subordinate try to manage his leader, this is a manifestation of disrespect, non-compliance with the hierarchy and, accordingly, a violation of the ethics of business communication. Subordination must always take place: you can express your opinion in the correct form, but you cannot tell the boss. By the way, in this case, the ethics of network communication is no exception. It may seem that some of the rules of ethics can be neglected in Internet correspondence, but this is not so. There is still a boss on the other side of the screen, and you need to behave with him accordingly.

It is not recommended to be categorical with the boss. It is not necessary to always agree with him, otherwise you may seem like a flatterer. But it's not worth arguing with management all the time. Here it is important to find a fine line and show that the subordinate respects the leader, has an inner core, strong character. Such employees are valued, they are trusted as loyal and reliable people.

I always ask helpers to share their difficulties; I always try to support them
of course, if they are willing to admit that they have problems.
J. Soros

If there is a senior management in the company, then it is not worth contacting him, bypassing the immediate supervisor. This is a direct demonstration of disrespect for the leader, so you can call into question the competence of the leader, which can negatively affect relationships within the entire team.

It would be reckless not to mention the main weapon of some employees is a lie. If an employee allows himself to lie in the workplace, promise to complete all tasks (with subsequent failure), talk about how he did something that he didn’t actually do, a rare manager will deny himself the pleasure of getting rid of such an assistant. Honesty and trust are the basis of business communication. By adhering to these principles, an employee can go even further than planned, but if you try to cheat, then you only have yourself to blame.

Communication "employee-employee"

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

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

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