Business communication is an integral part of the social life of the individual.
The ability to conduct an official conversation is necessary in professional, social activities.
Concept, essence and specificity
What is business communication? What is its main task?
It occurs between having a common goal and interests of the subjects in the framework of socio-legal, economic relations.
For the parties, not the communication itself is valuable, but achievement of mutual interests.
Business communication is based on the knowledge that opponents have. They achieve mutual understanding precisely because of awareness of the subject matter.
The main task of such communication - mutually beneficial cooperation that brings effective results.
The most important feature of business communication is the existence of a legal framework to which the subjects obey. The ideal variant of such relations is cooperation based on respect and trust.
No less significant feature - regulated. The rules depend on the degree of formality of the events, goals of the parties, standards of conduct, national characteristics.
Business Language
Language - officially business. it functional languagewhich is used directly in the field of professional relationships. Its key features are:
- official character (it is used by actors performing the corresponding situations official roles);
- targeting (it is aimed at a specific individual with whom it is necessary to reach an understanding);
- repeatability (applicable to all single-type situations);
- thematic limitations (the conversation is always conducted within the framework of the powers, goals and objectives of its participants).
Welcome neutral tone presentation, devoid of excessive emotional coloring.
The higher the accuracy, clarity of presentation of information, the higher the likelihood of its reliable perception by the opponent.
Basics and Principles
Principles of business communication in a team and between official partners:
- Interpersonal contact. Despite the specific focus of this communication, interpersonal relations are established between opponents. This is expressed in the nature of the conversation, in relation to each other.
- Focus. Communication does not occur randomly. It is always the result of deliberate action aimed at achieving the goal.
- Complexity. Includes verbal and non-verbal aspects of interaction. The parties not only perceive the information, but also analyze the behavior of the interlocutor.
- Performance. In the end, opponents come to some result. This concerns not only the resolution of official issues, but also the formation of opinions about each other. The result can be positive, negative.
Functions
Three key functions:
- Informational. The interlocutors are engaged in the formation, accumulation, transmission, reception of information.
- Regulatory. Depending on the perception of the partner’s personality and the nature of the flow of conversation, the choice of a behavior model takes place. Persuasion, suggestion, imitation, infection are applied.
- Effectively communicative. As a result of such communication, people get the opportunity to develop their personality.
Business image is being improved, effective self-presentation skills are being developed.
Role in professional activities
Professional communication is an integral part of the activities of any specialist.
Regardless of the nature of the labor activity, a person enters into communication with his subordinates, colleagues or superiors.
The dialogue concerning professional tasks and goals is always official character.
He can acquire many special knowledge that a person possesses only in the process of interaction with his more experienced colleagues.
Managers with the help of business communication organize the work of the team, influence, ensure the execution of the tasks set.
Classification
Most popular division by content, by means of communication.
In terms of content:
- material (parties exchange items, results of activities);
- cognitive (exchange of knowledge, experience);
- motivational (the parties share their goals, objectives, motives);
- activity (exchange of skills, skills).
Forms of implementation business communication differ in the means used:
- direct (carried out with the help of natural actions that almost any person is capable of: speech, gestures, facial expressions);
- mediated (use of special tools, tools);
- direct (personal interaction, during which the parties perceive each other);
- indirect (the exchange of information takes place through intermediaries who represent the interests of real opponents).
Forms and their language features
There are the following forms of official communication:
- Correspondence. Written business communication is used in all organizations and institutions as the best way to interact. Any orders, orders, resolutions, business letters allow you to communicate without direct contact.
- Conversation. Discussion at the official level of joint issues, which, with a positive outcome, ends with the signing of contracts or agreements.
- Meeting. The team makes joint efforts to organize the effective work of the institution. During meetings, there is a discussion of existing problems, the development of a further plan of action, the definition of actual goals.
- Public speaking. One person conveys information to the majority.
Authority and key voting rights are vested in individuals who are knowledgeable in the matter under discussion, managers.
- Conversation. The most common form of business communication is conversation. In essence, these are the same negotiations, but they take place in an informal format and are more unobtrusive.
Styles and models
There are three business communication styles:
- ritual (partners seek to maintain public opinion about themselves, confirm their status);
- manipulative (one partner views the other as a means to an end and seeks to influence him);
- humanistic (partnerships are based on the principles of understanding, respect, empathy).
Basic models:
- Announcer. The conversation is for informational purposes only. He keeps himself apart and does not seek rapprochement.
- Non-contact. The opponent demonstrates his own superiority, seeks to direct and manipulate. No feedback.
- Differential. A person is set up to communicate not with all interlocutors, but only with their part. For example, attention is paid only to opponents who endorse the views expressed.
- Hyporeflexive. Obsession with one’s own person, unwillingness to perceive partners.
- Hyperreflexive. Vagueness and excessive sensitivity make it difficult to perceive incoming information. Consciousness own feelings about the impression made by the interlocutors.
- Lack of flexible response. The activity is carried out on the basis of a previously established program.
There is no ability to build situational-business communication (this is an opportunity to analyze the situation and adapt to changing circumstances).
- Authoritarian. Feedback is absent due to the conviction of one individual in his unshakable rightness. Conversation is based on the principle of monologue.
Role behavior
An important role is played by the personal qualities of the interlocutors.. Self-confident, purposeful, charismatic individuals are more likely to successfully complete any business relationship.
The main role-playing models:
- subordinate;
- supervisor;
- colleague;
- partner;
- negotiator.
An important ability that a business person must possess - ability to convince.
The whole process of persuasion consists of four stages: informing, clarifying, proving and disproving.
Informing allows you to explain the goals and objectives of the activity, to determine its motives. Clarification can occur on the principle of instruction, narration and reasoning.
Stage proof of includes a list of arguments and arguments confirming the need to commit activities. Denial allows you to question the original opinion of the opponent.
One can learn to convince any interlocutor in his own rightness by constantly honing his business communication skills in practice.
Culture and Etiquette
Business Etiquette not a set of binding rules but its observance allows to avoid awkward situations and to achieve maximum results in the professional field.
Key ethical standards of business communication:
- a demonstration of respect for the position of the interlocutor and his personality;
- ability to listen and hear;
- punctuality and compliance with the established time frame of the meeting;
- compliance with the dress code;
- organization of comfortable conditions for negotiations;
- the ability to correctly express thoughts verbally, on paper, electronically, by telephone (conciseness, vocabulary, lack of words-parasites);
- respect for trade secrets;
- self-control (abstraction from emotions, control over facial expressions and gestures);
- strict fulfillment of the assigned role.
Rules and tactics
Success business communication, its effectiveness depends on the tactics of behavior.
Initially, it is necessary to establish contact with the interlocutor, concentrating on his person.
It is necessary to observe, analyze, draw conclusions. The information collected allows to navigate in this situation: define the roles of participants, choose a strategy for action.
To achieve this goal, it is necessary to use the principle of convincing the interlocutor, implementing the above sequence of steps.
After obtaining the desired result, you can out of contact. This is done with the help of verbal (farewell) and non-verbal (body reversal, looking away, farewell gestures) signals.
Organization
The process of organizing business communication directly depends on the chosen form of communication. Conversation may occur spontaneously or be planned. In the second case, it is carried out at the set time in the selected place.
Business communication by phone occurs as a result of making a call to a partner. If there was a preliminary agreement, then you need to call at the appointed time.
If there was no such agreement, during the greeting you need to clarify whether your opponent has free time to talk. For the organization of correspondence it is necessary to draw up a corresponding document and send it to the addressee.
Negotiations, meetings, public speeches are usually scheduled in advance and are scheduled for a specific time. It is important to take care of the comfort of their participants (availability of convenient places for accommodation, water, a screen for presentations, etc.).
Positions for effective communication
The following partner positions allow maximize communication efficiency:
- willingness to engage in dialogue;
- the desire for compromise;
- respect for the position of the interlocutor;
- interest in the subject matter;
- the presence of a specific goal;
- ability to listen and perceive information;
- respect for the etiquette and culture of business communication.
Communication barriers
Business communication partners may face psychological barriers that prevent them from providing adequate information sharing. Main barriers:
- Authority. Each person divides all people with whom he enters into interaction, on authoritative and non-authoritative. As a result, the opinion of authority always causes trust and respect, and the opinion of an unauthorized person is never taken into account.
- Avoid. The partner seeks to avoid negative, unpleasant or uninteresting contacts for him. The interlocutor needs to make a lot of effort to attract attention to himself and to organize an effective dialogue.
- Misunderstanding. It happens phonetic (rejection of sounds), semantic (wrong interpretation of the meaning of what was said), stylistic (inability to perceive the style of speech), logical (inconsistency of thinking style).
Examples
Relationship implying business communication:
- teacher and student;
- chief and subordinate;
- employees of the organization;
- business partners;
- customer and official;
- customer and performer.
It should be noted that this is not the only available form of communication in these situations. So, in their free time, employees of the organization can hold conversations on personal topics, and business partners can have friendly relations and spend leisure time together.
Thus, business communication allows its participants interact with each other at the official level. There are various styles, models, types and forms of such communication.
Psychology and ethics of business communication:
