The genres of oral business communication are brief. Oral genres of business communication

Written genres can be divided into 3 groups:

Organizational and administrative (law, decree, order, regulation)

Information and reference (plan, act, report, protocol, certificate, business letter, memo)

Private business papers (autobiography, statement, power of attorney, receipt, invoice, characteristic, resume)

I. Agreement is a document securing legal relationship legal entities (counterparties) or natural person With legal entity... The nature of the transaction, conditions, terms, rights and obligations of the parties are certainly reflected in the relevant clauses of the agreement and constitute a set of information that provides a document with legal force... From the point of view of textual organization, these items are modules - text fragments with typical headings, represented by a set of standard phrases.

Minimum there should be seven modules:

1. Representation of the parties.

2. Subject of the contract.

3. Obligations of the parties.

4. Conditions and procedure for settlements.

5. Responsibility of the parties.

6. Duration of the contract.

7. Legal addresses and payment details of the parties.

II. The center of business writing is organizational and administrative documentation (ORD). She most clearly demonstrates all the features of the formal business style.

The peculiarity of these documents is that they written in a strict form... Document form, or form is a set and sequence of the location of requisites and significant parts of the text ... It is being developed and approved as state standard(GOST).

The basic words that determine the construction of the central phrase of the document are the performative verbs: "I propose", "I oblige", "I order", "I decide", etc. They define the genre and tone of the document. Among the listed genres of administrative documents of an enterprise, the most common is an order.

1. Order - a legal act issued by the head of the management body to solve operational tasks for the activities of the enterprise and for the personnel. In the form of an order, they are implemented hierarchical relationship "manager - subordinate". With the help of orders, the issues of organizing the work of the enterprise, financing, planning, reporting, supply, sales of products and other production issues are resolved.

The order has heading ("On the reorganization of the enterprise", "On changing the work schedule", "On changing the payment of vacations", "On hiring"). The title is located in the upper left corner.

The text of the order, like any genre of independent reconnaissance patrols, consists of two parts: statutory and administrative.

In the first part the grounds for drawing up the document are indicated.

The basis for the order may be:

· regulations government agencies(governments, tax office, local government bodies);

· Decisions of the Board of Directors, general meetings shareholders;

· by necessity.

In addition to the basis, the ascertaining part sets out the goals and prescribed action objectives... The ascertaining part of the order is omitted if the reason for issuing the order is obvious and does not need clarification. The establishing units do not have orders for personnel.

In the second part order, administrative, starting with the word "I order" indicate:

1. addressee: "to whom?" - for a specific performer, structural unit, give the full name of the position of the performer;
2. "what to do?" - a specific action is indicated, expressed by an infinitive construction;
3. "until which date?" - the terms of execution of the order are indicated in the form of a phrase in the genitive case. If the deadline is not specified, the order is permanent;
4. in the last paragraph of the administrative part of the order, the person or structural subdivision, which is responsible for monitoring the progress of the order and responsibility for its execution.

According to the same scheme, texts of orders and resolutions ( the final part of the minutes of the meeting collegial body) , the administrative part of which begins with the words "I decide", "I suggest". Like the texts of contracts and business regulated letters, the texts of orders, orders, resolutions consist of clichéd phrases.

2. Official correspondence of various types, which is sent on behalf of one organization, institution of another organization, institution, although it may be addressed to one official and signed by one official, is business correspondence.

Business letters - are a special type of document, less strictly regulated than a contract or decree, but having legal significance. Business correspondence is recorded and stored in both organizations as outbound and inbound documentation.

Functionally business letters are divided into:

• requiring a mandatory letter-response;
• and not requiring it.

By structural features, business letters are divided into regulated and unregulated.

Regulated letters are compiled according to a certain pattern (this applies not only to standard aspects of the content, but also to the paper format, the composition of the requisites, etc.). A regulated letter solves typical issues of regular economic and legal situations and is implemented in the form of standard texts or texts composed of standard syntactic structures ( Referring to your request from ... According to the protocol ...).

Unregulated letters represent the author's text, realized in the form of a formal logical or etiquette text. It, as a rule, includes elements of the story (the story of the issue), the etiquette frame and an obligatory element of business writing - speech action.

Business letters are distinguished by type:

• Requests;
• Invitations;
• Notices;
• Confirmations;
• Orders;
• Guarantee letters and Thanksgiving letters and etc.

In writing any kind of letter, it is respected business letter etiquette.

“We have only four methods of contact with people.

They judge based on what we do

how we look, what we say and how we say it. "

D. Carnegie

Business communication is always pragmatic, subordinate to the solution of any problem (personal, industrial, commercial). Therefore, one of conditions for success in any form business communication - the ability to behave in society, the ability to present oneself, correct convincing speech, i.e. business communication requires knowledge of the rules of etiquette and speech formulas used when conducting a conversation, at a meeting, negotiations and in other speech situations.

Having met a new person, you need to pay attention to him for a few minutes. To keep the conversation going, you need to ask questions. Do not correct mistakes or accent of the interlocutor. Always be polite, correct, self-possessed and friendly. Remember your promises and don't be late.

In business communication, the ability to sit down correctly or to seat a client, partner in a conversation, negotiation or meeting is of great importance. In this case, 4 positions are distinguished:

corner arrangement suitable for a friendly conversation, a boss-subordinate situation, where the corner plays the role of a barrier;

cooperative behavior – joint action when partners at the table sit side by side;

competing - defensive position, subordination, equal positions in negotiations, when delegations sit down opposite each other;

independent position, when a position is chosen diagonally opposite to the others, indicating their own point of view, unwillingness to make contact.

The choice of a table, rectangular or round, also determines the positions and status of the participants, creates an atmosphere of subordination or, on the contrary, informality (for example, oval-shaped tables in government premises different countries and international organizations, rectangular tables, at which government members sit at meetings, negotiations are underway). Also, by the location of those sitting in the room at the table, one can understand who the leader is, determine social status... So, the leader always sits facing the door. The first persons sit on both hands of him, further according to the rank. If the table is round, they are seated clockwise in alphabetical order with the participation of three or more parties. When the two parties meet informally, they are seated around the coffee table, the head of the guests' delegation sits on a sofa or chair to the right of the host.

V practical activities exists different forms of business communication:

conversation,

negotiation,

meetings,

presentations,

telephone conversations,

briefings.

In modern business communicationunder business conversation understand speech communication between interlocutors who have the necessary powers from their organizations to establish business relationships, resolve business problems; this is a verbal communication, involving the exchange of opinions, points of view, the necessary information. The nature of a business conversation is determined by the professional and business interests of its participants, as well as the type of relationship - horizontal or vertical. Business conversations can be formal or informal, with or without formalities.

By the nature of the issues discussed, they are divided:

for personnel - hiring, firing, moving;

disciplinary - related to duties, discipline;

organizational - related to the execution of orders and assignments;

creative - dedicated to the development of new concepts, ideas.

Conversation is based on three principles :

conscious adjustment to the level of the interlocutor, taking into account his personality, interests, experience;

rational organization of the conversation;

simplicity, consistency, normativity of language (culture of speech).

Knowledge of the rules for conducting business conversations increases the interest of partners, promotes decision-making, and ultimately increases the efficiency of the organization.

For a business conversation, it is important preparatory stage: the subject of the conversation, place, time, range of issues are determined in advance, documents, schemes, arguments are prepared, the expected result is discussed.

When preparing for an important business conversation, it is necessary to establish in advance (it is better to write it down):

how will you start a conversation,

what are the arguments

what objections should be expected

how to refute them,

how to end a conversation.

A business conversation has five phases :

the beginning of the conversation,

transmission of information,

argumentation,

refutation of the interlocutor's arguments,

decision-making.

Very important start of conversation , since the first phrases give the impression of a person. The first phrases decide whether the conversation will take place or not. The right start involves indicating the purpose of the conversation, the title, the announcement of the sequence of the issues under consideration, the establishment of contact with the interlocutor. It is pleasant for the interlocutor if he is immediately called by name.

During a business conversation, it is better not to interrupt the interlocutor, you should not negatively evaluate his statements, emphasize the difference between yourself and your partner, sharply speed up the pace of the conversation; in addition, it is necessary to avoid intrusion into the partner's "personal zone" and take into account the psychological state of the interlocutor.

At the beginning of the conversation, it is recommended that you avoid showing signs of uncertainty. It is better not to use phrases: "Excuse me, please, if I interfered ...", "Please, if you have time to listen to me ...". It is also necessary to exclude disrespect for

to the interlocutor: "Let's talk to you quickly ...", "And I have a completely different opinion on this matter ...". You should not force the interlocutor to take a defensive position with the first questions.

Exists four basic methods of getting started :

relieving tension (compliment, joke, kind words),

hook (briefly summarize the situation using a comparison, personal impressions, some event),

stimulation of the imagination (posing many questions on a number of problems under consideration),

direct approach (going straight to the point without introducing).

At the beginning of the conversation, the following phrases are used: “ Let's clarify the details ”,“ Bring me up to date ”,“ Do you have a specific proposal? ”. The beginning of a speech can be like this: "I highly appreciate the opportunity to meet with you and am deeply grateful for the honor and trust shown to me."

The next stage of the conversation is informing the interlocutor .

The transfer of information involves asking the interlocutor with questions. The truth is known: whoever asks the question correctly gets the correct answer. Questions allow you to direct the information process in the right direction, to intercept and retain the initiative, to show your awareness, to activate the interlocutor to move from words to deeds.

Exists:

closed-ended questions that can be answered "yes" or "no". They narrow your opponent's room to maneuver. Closed-ended questions are used to expedite consent;

open-ended questions that cannot be answered “yes” or “no” and that require explanation, they begin with the words “what”, “how”, “why”, “what is your opinion”;

mirror questions (from the area of ​​the said to the area of ​​the unsaid);

rhetorical questions, to which direct answers are not given, since the purpose of rhetorical questions is to raise new questions and point out unresolved problems;

tipping points keep the conversation in the right direction. They are asked when there is already information on one problem and you want to switch to another, or when you feel the interlocutor's resistance and are trying to overcome it;

pondering questions force the interlocutor to reflect, think carefully, and comment on what is being said. Can be used:

information questions,

control (help to monitor the reaction),

questions for orientation,

confirming

introductory,

counter,

alternative,

guides,

provocative,

introductory,

concluding.

In addition to the tactics of questions, there is response tactics .

V This is a fact of Churchill's life. When he spoke in parliament, one Labor woman shouted to the whole audience: “Mister me! You are insufferable. If I were your wife, I would add poison to your coffee. " He replied: "If you were my wife, I would drink this poison with pleasure." There was a burst of laughter, which contributed to

victory for the conservatives.

It is worth remembering the tactics of questions and the tactics of answers before answering the exam.

So, before answering, pause for at least 8 seconds.

Divide the difficult question into its components. Answer first to the one that is of interest.

If the question is difficult in content, then you need to ask to repeat the question, then you repeat it as you understood it, ask for time to think, try to give a similar example from your own experience.

It is better not to answer provocative questions.

The more emotional the question is, the shorter the answer should be.

Don't give in to being led astray.

If you were misunderstood when answering, admit your guilt by saying that you did not formulate your idea very well, and try to formulate the idea again.

The next phase of the conversation is argumentation ... In argumentation, two constructions are distinguished: evidence-based reasoning , when something is proven, and counterargumentation , when something is refuted... In a conversation, it must be remembered that excessive persuasiveness causes resistance of the interlocutor.

If the interlocutor objects, it is necessary to listen to the objections, not to rush to answer, to clarify the essence of the dispute. To emphasize their decision or desire to compromise, they say: “I think we will all win”, “Maybe we will consider other conditions?”, “This requires additional discussion.”

O Very often during the discussion, the participants in the conversation ask incorrect questions (commercial secrets, personal life, dignity). In such cases, the following tricks can be applied:

answering a question with a question,

ignoring,

translation on another topic,

demonstration of misunderstanding,

humor, irony.

There are 10 factors that contribute to the success of a business conversation: professionalism, clarity, clarity, constant focus, rhythm, repetition of the main provisions, element of surprise, richness of reasoning, framework of information transfer, humor.

The final part of the conversation serves her assessment ... It is important to separate it from other stages with the phrases: "Let's summarize," "We have come to the end of the conversation," etc. At the end of the conversation, her ideas should be formulated in an affirmative form. A written record of the conversation is drawn up, which is already a document.

Nowadays, it is becoming mandatory for hiring a type of conversation called interview. Preparing for it, it is necessary to prepare in advance the answers to the following, considered tricky questions: what kind of person are you, why are you looking for a job, how you can be useful to the company, what are your strengths, weaknesses What do you think the boss should be, what are your achievements, what salary you can count on. Remember: during the interview, not a single question is asked just like that.

Going to an interview, you need to prepare a notebook and a pen, a folder of necessary documents, practice at home to master your voice: you need to speak calmly, clearly, confidently, in short sentences, highlight the most significant. It would be nice to get as much information as possible about the proposed place of work in advance.

Also, choose your clothes carefully, clean your shoes, as 55% of success depends on the person's appearance.

You need to enter the office of the future employer confidently, without forgetting about a smile. Do not bend close to the interlocutor, cross your arms over your chest. Better to put your hands on the table. You can not smoke, call by the name of the interlocutor. All answers are thought out in advance. Speech should be lively, not overloaded with professional or street jargon.

V During the conversation, information about yourself and others should be submitted with a plus sign. You cannot say: I am 18 years old and I have no work experience. I must say: “I am 18 years old, but I am an independent and serious person, I have a good theoretical base, I do not like

tries to work with programs ... ”One should strive to turn disadvantages into advantages; "Yes, I am very young, but I have a lot of strength for study and professional growth." Try to answer truthfully, while weighing the information. Do not forget to make unobtrusive compliments to the company you came to (team, furnishings, equipment).

In business communication, the rule of the heroes of A. Gaidar Chuk and Gek is in effect: “Mom will ask about a telegram, say. But he won't ask ... ".

When interviewing, it is important that the image is formed: a professional, optimist, energetic, healthy, sociable person.

When leaving, you should definitely thank for the attention and time spent on you and ask when and how to find out about the results of the interview.

Among the negative factors that hinder success in hiring are: lack of knowledge in the specialty, lack of interest in the company, a pronounced unwillingness to study, unsatisfactory appearance, inability to express themselves, ignorance of etiquette, lack of a career plan, etc. (including called low academic performance).

A kind of business conversation is telephone conversation ... He occupies a large and important place in a person's life. Up to 27% of the working time is spent on telephone calls. And if a person does not own the culture of telephone communication, then this significantly affects his authority. Telephone conversation- the fastest and easiest way to establish contact. Each conversation lasts on average from 3 to 5 minutes, i.e. it is required to conduct a short conversation, instantly rebuild, remember the absence of visual contact, remember that the voice and manner of transmitting information, the mastery of speech culture are being analyzed.

The structure of a telephone conversation is as follows :

mutual representations (10-20 sec.),

introduction of the interlocutor in the course of the matter (40 sec.),

discussion of the situation (100 sec.),

closing remarks (20 sec.)

You need to talk on the phone politely, in a calm, even voice, without ambition and emotions, without unnecessary pauses and parasitic words... Speech should be precise, concise and understandable.

If the connection is interrupted, the caller will resume it. Important information must be recorded. By etiquette, the initiator ends the conversation. But if the conversation drags on, you can say the phrase: "I think we've figured out the main details ..." or “I was pleased to discuss all the details of our cooperation ...”.

Researchers claim that a person makes the decision to continue the conversation in the first 4 seconds. Therefore, starting a conversation on the phone is very important point... Experts advise: before starting a conversation on the phone, you need to tune in kindly, smile.

In the main moment of the telephone conversation, when the partner tries to end the conversation, you need to point out something of interest to him. It is necessary not only to interest the interlocutor, but also to successfully end the conversation, even if the goal has not been achieved: “Goodbye, I was glad to communicate with you. I look forward to further meetings. "

It is not recommended to call home before 9 am and after 10 pm , it is not customary to call home strangers. If, nevertheless, circumstances force this to be done, then in this case a recommendation or appeal to authority is necessary.

In addition to business conversations, business meetings , those. a common form of business communication for a group of people to discuss and resolve commercial or industrial issues.

The leader and the participants of the meeting become the communicants. Types of meetings - conferences, congresses, meetings, seminars. All of them require the development and adoption of any decisions. An unsuccessful meeting can cause large material losses. So the meeting must be carefully planned.

Preparation includes:

defining the topic of the meeting,

shaping agenda,

the choice of time, place,

determination of the list of participants,

regulations,

leader training,

preparation of a report, report, draft decision.

The optimal number of meeting participants is 6-7 people. Its duration should not exceed 1.5-2 hours. Discussion of issues at the meeting is reflected in the minutes.

Exists two meeting styles:

democratic (diplomatic).

Diplomatic involves taking into account the views of all participants and making compromise decisions. The choice of style depends on the specific situation, and any of them can be effective.

Presentation (Latin presentation, presentation) currently - one of the most fashionable and common types of communication. Presentations help to attract attention, gain fame, demonstrate initiative, prove yourself, promote products or services to the market.

They are divided into external and internal, there are promotional and informational, public and chamber... The presentation usually lasts 1.5-2 hours, the most convenient time is from 15:00 to 16:00. During the presentation, gifts can be given, films are shown. The presentation is characterized by:

strict regulation,

clear organization,

careful preparation,

rigid structuring of speeches.

V business communication national styles are taken into account. For example, in negotiations with the American delegation, you need to clearly indicate who you are, what you are doing, why it is beneficial for them to do business with you. The English style is characterized by pragmatism, the ability to avoid sharp corners. The English have a ritual of communication. In the beginning, for example, they talk about the weather, sports. They value moral qualities and friendly relations. When negotiating with German partners, one must remember that they love accuracy, regulation, and work through all the details. The Japanese side is trying to avoid confrontation. The more serious the issues discussed, the more attention is paid to secondary details. They pay a lot of attention to personal relationships and in every possible way demonstrate an understanding of what can be mistaken for consent. The Chinese style is aimed at people of higher status. They highlight people who sympathize with their side. They are usually the first to reveal their intentions.

So, the main thing in business communication is the ability to achieve a result, taking into account mutual interest, using various techniques and methods. It is very important to take into account the speech tactics and speech culture of the interlocutors, to learn the art of doing business communication, you also need to know the speech formulas used in conversation, negotiations and other types of communication.

References

Russian language and culture of speech: A course of lectures / G.K. Trofimova - M .: Flinta: Nauka, 2004 - 160p. (pp. 90 - 111).

Sidorova M.Yu. Russian language. Culture of speech: lecture notes / M.Yu. Sidorova, V.S. Savelyev. - 2nd ed. - M .: Ayris-press, 2007 - 208 p. (pp. 162-170).

QUESTIONS for self-examination.

What are the conditions for successful business communication?

Are there any national peculiarities of business communication?

What are the requirements for the oral speech of a business person?

How to create a favorable psychological climate in business communication?

What types of business communication are the most difficult for you?

What new have you learned from the proposed material?

What practical advice are you going to follow?

Z
Adania for independent work.

Exercise 1. Imagine that you are the chairman of a charitable foundation. Write the rules of business communication for your employees.

Assignment 2... Ask your family and friends what kind of geometric shape they prefer. Describe the personality typology of each of the respondents, based on the data of the American psychologist S. Dellinger.

Task 3. Make a detailed outline of the presentation of the new book. Formulate different kinds of questions for the author of the book.

Task 4. Formulate different kinds of questions. Which questions are more difficult to formulate? Why?

A characteristic such as: the type of business paper, which summarizes the information necessary for the employer about who is applying for the proposed job, is inherent in the following genre of official - business style:

autobiography

summary

powers of attorney

a statement

Characteristics such as: a document by which one person gives another the authority to take any action for him, is inherent in the following genre of official - business style:

powers of attorney

a statement

autobiography

summary

Information is superfluous in the autobiography upon admission to graduate school.

about their ability to work

about the presence of a scientific advisor

about education

on the availability of publications

The language formula is not used in the official invitation ...

We ask you to take part in ...

Welcome to our conference ...

We invite you to take part in ...

We are glad to invite you to ...

The language formula does NOT correspond to the genre of the memo ...

I bring to your attention that ...

I report to you that ...

I inform you that ...

I inform you that ...

To express information about how the document is created, a standard language formula is used ...

In order to increase turnover

In connection with the completion of work on

According to customer's letter

I order to create a commission consisting of

To express the reason for creating a document, a standard language formula is used ...

Due to delay in payment

In order to exchange experience, we send to your address

We appeal to you with a request

We remind you that the agreement is about to expire

To express the purpose of creating a document, a standard language formula is used ...

According to government decree

In connection with joint work

In order to agree on controversial issues

The organization notifies you that

The language formula is NOT used as a heading to the text of the document ...

On providing material assistance to students from low-income families

Extension of the session

Creation of a department within the Humanitarian Institute

On the introduction into the educational process of new information technologies

The text of a business letter should NOT include

appeal and introduction

the main part

conclusion

name of the type of document

The sender's details do NOT include

name of company

mailing address

fax numbers

heading to text

In a business conversation, there is NO stage such as

transmission of information

provocation

argumentation

decision-making

When expressing approval, the speech structure is NOT used:

I share your point of view.

We are satisfied with your terms.

In a business conversation, a speech construction is used to express doubt or disagreement:

You will be happy with your decision.

We need to discuss the following issues.

We do not quite understand your claims.

We are satisfied with your terms.

Business-to-business communication does NOT use the speech formula ...

Nothing wrong

Everything is fine

I hope we understand each other

Well, what can you do with you!

The sentence is structured correctly:

I would like to ask for a sabbatical leave to complete the work.

According to the schedule educational process industrial practice students will run from October 10th to November 10th.

The conference program and information on the timing of its holding will be sent additionally.

Incorrectly constructed phrase

To the rector of the university….

Deputy Dean of the Faculty ...

Head of the Department of Physics ...

To the chief accountant….

The language formula is unacceptable when a student addresses a teacher:

Greetings…

Hello!

Good morning!

Good day!

It is not appropriate to express gratitude to the supervisor in an official setting:

Dear Ivan Ivanovich! I express my sincere gratitude for your support.

My dear Ivan Ivanovich! Thank you very much for the invaluable help that you rendered me in writing my scientific work.

Let me express my sincere gratitude to you!

I would like to say the kindest words of gratitude to my supervisor.

It is not appropriate in an official speech to address:

Bankers!

Entrepreneurs, gentlemen!

Unemployed gentlemen!

Mr. Governor!

“We have only four methods of contact with people.

They judge based on what we do

how we look, what we say and how we say it. "

D. Carnegie

Business communication is always pragmatic, subordinate to the solution of any problem (personal, industrial, commercial). Therefore, one of conditions for success in any kind of business communication - the ability to behave in society, the ability to present oneself, correct convincing speech, i.e. business communication requires knowledge of the rules of etiquette and speech formulas used when conducting a conversation, at a meeting, negotiations and in other speech situations.

Having met a new person, you need to pay attention to him for a few minutes. To keep the conversation going, you need to ask questions. Do not correct mistakes or accent of the interlocutor. Always be polite, correct, self-possessed and friendly. Remember your promises and don't be late.

In business communication, the ability to sit down correctly or to seat a client, partner in a conversation, negotiation or meeting is of great importance. In this case, 4 positions are distinguished:

§ corner arrangement suitable for a friendly conversation, a boss-subordinate situation, where the corner plays the role of a barrier;

§ cooperative behavior – joint action, when partners at the table sit side by side;

§ competing - defensive position, subordination, equal positions in negotiations, when delegations sit down opposite each other;

§ independent position, when a position is chosen diagonally opposite to the others, indicating their own point of view, unwillingness to make contact.

The choice of a table, rectangular or round, also determines the positions and status of the participants, creates an atmosphere of subordination or, on the contrary, informality (for example, oval-shaped tables in government premises of different countries and international organizations, rectangular tables at which government members sit at meetings are kept negotiation). Also, by the location of those sitting in the room at the table, one can understand who is the leader, determine the social status. So, the leader always sits facing the door. The first persons sit on both hands of him, further according to the rank. If the table is round, they are seated clockwise in alphabetical order with the participation of three or more parties. When the two parties meet informally, they are seated around the coffee table, the head of the guests' delegation sits on a sofa or chair to the right of the host.

In practice, there are different shapes business communication:

{ conversation,

{ negotiation,

{ meetings,

{ presentations,

{ telephone conversations,

{ briefings.

In modern business communication under business conversation understand speech communication between interlocutors who have the necessary powers from their organizations to establish business relationships, resolve business problems; this is a verbal communication, involving the exchange of opinions, points of view, the necessary information. The nature of a business conversation is determined by the professional and business interests of its participants, as well as the type of relationship - horizontal or vertical. Business conversations can be formal or informal, with or without formalities.

By the nature of the issues discussed, they are divided:

{ for personnel - hiring, firing, moving;

{ disciplinary - related to duties, discipline;

{ organizational - related to the execution of orders and assignments;

{ creative - dedicated to the development of new concepts, ideas.

Conversation is based on three principles:

H conscious adjustment to the level of the interlocutor, taking into account his personality, interests, experience;

H rational organization of the conversation;

H simplicity, consistency, normativity of language (culture of speech).

Knowledge of the rules for conducting business conversations increases the interest of partners, promotes decision-making, and ultimately increases the efficiency of the organization.

For a business conversation, it is important preparatory stage: the subject of the conversation, place, time, range of issues are determined in advance, documents, schemes, arguments are prepared, the expected result is discussed.

When preparing for an important business conversation, it is necessary to establish in advance (it is better to write it down):

1) how will you start the conversation,

2) what are the arguments,

3) what objections should be expected,

4) how to refute them,

5) how to end the conversation.

A business conversation has five phases:

| the beginning of the conversation,

| transfer of information,

| argumentation,

| refutation of the interlocutor's arguments,

| decision-making.

Very important start of conversation , since the first phrases give the impression of a person. The first phrases decide whether the conversation will take place or not. The right start involves indicating the purpose of the conversation, the title, the announcement of the sequence of the issues under consideration, the establishment of contact with the interlocutor. It is pleasant for the interlocutor if he is immediately called by name.

During a business conversation, it is better not to interrupt the interlocutor, you should not negatively evaluate his statements, emphasize the difference between yourself and your partner, sharply speed up the pace of the conversation; in addition, it is necessary to avoid intrusion into the partner's "personal zone" and take into account the psychological state of the interlocutor.

At the beginning of a conversation, it is recommended that you avoid showing signs of uncertainty. It is better not to use phrases: "Excuse me, please, if I interfered ...", "Please, if you have time to listen to me ...". It is also necessary to exclude disrespect for

to the interlocutor: "Let's talk to you quickly ...", "And I have a completely different opinion on this matter ...". You should not force the interlocutor to take a defensive position with the first questions.

Exists four basic methods of getting started :

ª relieving tension (compliment, joke, kind words),

ª hook (briefly summarize the situation using a comparison, personal impressions, some event),

ª stimulation of the imagination (posing many questions on a number of problems under consideration),

ª direct approach (going straight to the point without introducing).

At the beginning of the conversation, the following phrases are used: “ Let's clarify the details ”,“ Bring me up to date ”,“ Do you have a specific proposal? ”. The beginning of a speech can be like this: "I highly appreciate the opportunity to meet with you and am deeply grateful for the honor and trust shown to me."

The next stage of the conversation is informing the interlocutor .

The transfer of information involves asking the interlocutor with questions. The truth is known: whoever asks the question correctly gets the correct answer. Questions allow you to direct the information process in the right direction, to intercept and retain the initiative, to show your awareness, to activate the interlocutor to move from words to deeds.

Exists:

? closed-ended questions that can be answered "yes" or "no". They narrow your opponent's room to maneuver. Closed-ended questions are used to expedite consent;

? open-ended questions that cannot be answered “yes” or “no” and that require explanation, they begin with the words “what”, “how”, “why”, “what is your opinion”;

? mirror questions (from the area of ​​the said to the area of ​​the unsaid);

? rhetorical questions, to which direct answers are not given, since the purpose of rhetorical questions is to raise new questions and point out unresolved problems;

? tipping points keep the conversation in the right direction. They are asked when there is already information on one problem and you want to switch to another, or when you feel the interlocutor's resistance and are trying to overcome it;

? pondering questions force the interlocutor to reflect, think carefully, and comment on what is being said. Can be used:

? information questions,

? control (help to monitor the reaction),

? questions for orientation,

? confirming

? introductory,

? counter,

? alternative,

? guides,

? provocative,

? introductory,

? concluding.

In addition to the tactics of questions, there is response tactics .

Everyone knows a fact from Churchill's life. When he spoke in parliament, one Labor woman shouted to the whole audience: “Mister me! You are insufferable. If I were your wife, I would add poison to your coffee. " He replied: "If you were my wife, I would drink this poison with pleasure." There was a burst of laughter, which contributed to

victory for the conservatives.

It is worth remembering the tactics of questions and the tactics of answers before answering the exam.

¯ So, before answering, pause for at least 8 seconds.

¯ Divide the difficult question into its components. Answer first to the one that is of interest.

¯ If the question is difficult in content, then you need to ask to repeat the question, then you repeat it as you understood it, ask for time to think, try to give a similar example from your own experience.

¯ It is better not to answer provocative questions.

¯ The more emotional the question, the shorter the answer should be.

¯ Resist being led astray.

¯ If you were misunderstood when answering, admit your guilt by saying that you did not formulate your idea very well, and try to formulate the idea again.

The next phase of the conversation is argumentation... In argumentation, two constructions are distinguished: evidence-based reasoning , when something is proven, and counterargumentation , when something is refuted... In a conversation, it must be remembered that excessive persuasiveness causes resistance of the interlocutor.

If the interlocutor objects, it is necessary to listen to the objections, not to rush to answer, to clarify the essence of the dispute. To emphasize their decision or desire to compromise, they say: “I think we will all win”, “Maybe we will consider other conditions?”, “This requires additional discussion.”

Very often during the discussion, the participants in the conversation ask incorrect questions (commercial secrets, personal life, dignity). In such cases, the following tricks can be applied:

ª answering a question with a question,

ª ignoring,

ª translation on another topic,

ª demonstration of misunderstanding,

ª humor, irony.

There are 10 factors that contribute to the success of a business conversation:professionalism, clarity, clarity, constant focus, rhythm, repetition of the main provisions, element of surprise, richness of reasoning, framework of information transfer, humor.

The final part of the conversation serves her assessment ... It is important to separate it from other stages with the phrases: "Let's summarize," "We have come to the end of the conversation," etc. At the end of the conversation, her ideas should be formulated in an affirmative form. A written record of the conversation is drawn up, which is already a document.

Nowadays, it is becoming mandatory for hiring a type of conversation called interview. Preparing for it, it is necessary to prepare in advance the answers to the following, considered tricky questions: what kind of person are you, why are you looking for a job, how you can be useful to the company, what are your strengths, weaknesses, what do you think the boss should be like, what are your achievements, what salary you can count on. Remember: during the interview, not a single question is asked just like that.

Going to an interview, you need to prepare a notebook and a pen, a folder required documents, practice at home to master the voice: you need to speak calmly, clearly, confidently, in short sentences, highlight the most significant. It would be nice to get as much information as possible about the proposed place of work in advance.

Also, choose your clothes carefully, clean your shoes, as 55% of success depends on the person's appearance.

You need to enter the office of the future employer confidently, without forgetting about a smile. Do not bend close to the interlocutor, cross your arms over your chest. Better to put your hands on the table. You can not smoke, call by the name of the interlocutor. All answers are thought out in advance. Speech should be lively, not overloaded with professional or street jargon.

During the conversation, information about yourself and others should be submitted with a plus sign. You cannot say: I am 18 years old and I have no work experience. I must say: “I am 18 years old, but I am an independent and serious person, I have a good theoretical base, I do not like

tries to work with programs ... ”One should strive to turn disadvantages into advantages; "Yes, I am very young, but I have a lot of strength for study and professional growth." Try to answer truthfully, while weighing the information. Do not forget to make unobtrusive compliments to the company you came to (team, furnishings, equipment).

In business communication, the rule of the heroes of A. Gaidar Chuk and Gek is in effect: “Mom will ask about a telegram, say. But he won't ask ... ".

When interviewing, it is important that the image is formed: a professional, optimist, energetic, healthy, sociable person.

When leaving, you should definitely thank for the attention and time spent on you and ask when and how to find out about the results of the interview.

Among the negative factors that hinder success in hiring are: a lack of knowledge in the specialty, lack of interest in the company, a pronounced unwillingness to study, unsatisfactory appearance, inability to express, ignorance of etiquette, lack of a career plan, etc. (including low academic performance while studying).

A kind of business conversation is telephone conversation ... He occupies a large and important place in a person's life. Up to 27% of the working time is spent on telephone calls. And if a person does not own the culture of telephone communication, then this significantly affects his authority. A telephone conversation is the fastest and easiest way to establish contact. Each conversation lasts on average from 3 to 5 minutes, i.e. it is required to conduct a short conversation, instantly rebuild, remember the absence of visual contact, remember that the voice and manner of transmitting information, the mastery of speech culture are being analyzed.

The structure of a telephone conversation is as follows:

¯ mutual representations (10-20 sec.),

¯ introduction of the interlocutor in the course of the matter (40 sec.),

¯ discussion of the situation (100 sec.),

¯ closing remarks (20 sec.)

You need to talk on the phone politely, in a calm, even voice, without ambition and emotions, without unnecessary pauses and parasitic words... Speech should be precise, concise and understandable.

If the connection is interrupted, the caller will resume it. Important information must be recorded. By etiquette, the initiator ends the conversation. But if the conversation drags on, you can say the phrase: "I think we've figured out the main details ..." or “I was pleased to discuss all the details of our cooperation ...”.

Researchers claim that a person makes the decision to continue the conversation in the first 4 seconds. Therefore, starting a conversation on the phone is a very important moment. Experts advise: before starting a conversation on the phone, you need to tune in kindly, smile.

In the main moment of the telephone conversation, when the partner tries to end the conversation, you need to point out something of interest to him. It is necessary not only to interest the interlocutor, but also to successfully end the conversation, even if the goal has not been achieved: “Goodbye, I was glad to communicate with you. I look forward to further meetings. "

It is not recommended to call home before 9 am and after 10 pm, it is not customary to call home strangers. If, nevertheless, circumstances force this to be done, then in this case a recommendation or appeal to authority is necessary.

In addition to business conversations, business meetings , i.e. a common form of business communication for a group of people to discuss and resolve commercial or industrial issues.

The leader and the participants of the meeting become the communicants. Types of meetings - conferences, congresses, meetings, seminars. All of them require the development and adoption of any decisions. An unsuccessful meeting can cause large material losses. So the meeting must be carefully planned.

Preparation includes:

{ defining the topic of the meeting,

{ formation of the agenda,

{ the choice of time, place,

{ determination of the list of participants,

{ regulations,

{ leader training,

{ preparation of a report, report, draft decision.

The optimal number of meeting participants is 6-7 people. Its duration should not exceed 1.5-2 hours. Discussion of issues at the meeting is reflected in the minutes.

Exists two meeting styles:

§ democratic (diplomatic).

Diplomatic involves taking into account the views of all participants and making compromise decisions. The choice of style depends on the specific situation, and any of them can be effective.

Presentation (Latin presentation, presentation) currently - one of the most fashionable and common types of communication. Presentations help to attract attention, gain fame, demonstrate initiative, prove yourself, promote products or services to the market.

They are divided into external and internal, there are promotional and informational, public and chamber... The presentation usually lasts 1.5-2 hours, the most convenient time is from 15:00 to 16:00. During the presentation, gifts can be given, films are shown. The presentation is characterized by:

¯ strict regulation,

¯ clear organization,

¯ careful preparation,

¯ rigid structuring of speeches.

In business communication, national styles are taken into account. For example, in negotiations with the American delegation, you need to clearly indicate who you are, what you are doing, why it is beneficial for them to do business with you. The English style is characterized by pragmatism, the ability to avoid sharp corners. The English have a ritual of communication. In the beginning, for example, they talk about the weather, sports. They value moral qualities and friendly relations. When negotiating with German partners, one must remember that they love accuracy, regulation, and work through all the details. The Japanese side is trying to avoid confrontation. The more serious the issues discussed, the more attention is paid to secondary details. They pay a lot of attention to personal relationships and in every possible way demonstrate an understanding of what can be mistaken for consent. The Chinese style is aimed at people of higher status. They highlight people who sympathize with their side. They are usually the first to reveal their intentions.

So, the main thing in business communication is the ability to achieve a result, taking into account mutual interest, using various techniques and methods. It is very important to take into account the speech tactics and speech culture of the interlocutors, to learn the art of doing business communication, you also need to know the speech formulas used in conversation, negotiations and other types of communication.

References

1. Russian language and culture of speech: A course of lectures / G.K. Trofimova - M .: Flinta: Nauka, 2004 - 160p. (pp. 90 - 111).

2. Sidorova M.Yu. Russian language. Culture of speech: lecture notes / M.Yu. Sidorova, V.S. Savelyev. - 2nd ed. - M .: Ayris-press, 2007 - 208 p. (pp. 162-170).

QUESTIONS for self-examination.

What are the conditions for successful business communication?

Are there any national peculiarities of business communication?

What are the requirements for oral speech a business person?

How to create a favorable psychological climate in business communication?

What types of business communication are the most difficult for you?

What new have you learned from the proposed material?

What practical advice are you going to follow?

Assignments for independent work.

Exercise 1. Imagine that you are the chairman charitable foundation... Write the rules of business communication for your employees.

Assignment 2... Ask your family and friends what kind of geometric shape they prefer. Describe the personality typology of each of the respondents, based on the data of the American psychologist S. Dellinger.

Task 3. Make a detailed outline of the presentation of the new book. Formulate different kinds of questions for the author of the book.

Task 4. Formulate of various kinds questions. Which questions are more difficult to formulate? Why?

TESTS

1. A characteristic such as: the type of business paper, which summarizes the information necessary for the employer about who is applying for the proposed job, is inherent in the following genre of official - business style:

a) autobiography

b) summary

c) powers of attorney

d) a statement

1. Characteristics such as: a document by which one person gives another the authority to take any action for him, is inherent in the following genre of official - business style:

a) powers of attorney

b) a statement

c) autobiography

d) summary

1. Information is superfluous in the autobiography upon admission to graduate school.

a) about his ability to work

b) the presence of a scientific advisor

c) about education

d) on the availability of publications

1. Not used in official invitation language formula ...

a) We ask you to take part in ...

b) Welcome to our conference ...

c) We invite you to take part in ...

d) We are glad to invite you to ...

1. The language formula does NOT correspond to the genre of the memo ...

a) Please be advised that ...

b) I report to you that ...

c) I inform you that ...

d) I inform you that ...

1. To express information about how the document is created, a standard language formula is used ...

a) In order to increase turnover

b) In connection with the completion of work on

c) As per customer's letter

d) I order to create a commission consisting of

1. A standard language formula is used to express the reason for creating a document ...

a) Due to delay in payment

b) In order to exchange experience, we send you

c) We are asking you

d) We remind you that the agreement is about to expire

1. To express the purpose of creating a document, a standard language formula is used ...

a) According to government decree

b) In connection with the joint work

c) In order to reconcile controversial issues

d) The organization notifies you that

1. The language formula is NOT used as a heading to the text of the document ...

a) On the provision of material assistance to students from low-income families

b) On the extension of the term of the session

c) Creation of a department within the Humanities Institute

d) On the introduction of new information technologies into the educational process

1. The text of a business letter should NOT include

a) appeal and introduction

b) main part

c) conclusion

d) name of the type of document

1. The sender's details do NOT include

a) name of organization

b) mailing address

c) fax numbers

d) heading to text

1. In a business conversation, there is NO stage such as

a) transfer of information

b) provocation

c) reasoning

d) decision making

1. When expressing approval, the speech structure is NOT used:

a) We need to discuss the following issues.

b) I share your point of view.

c) We are happy with your terms.

d) You will be happy with the decision you made.

1. In a business conversation, a speech construction is used to express doubt or disagreement:

a) You will be happy with the decision you made.

b) We need to discuss the following issues.

c) We do not fully understand your claims.

d) We are happy with your terms.

1. Business-to-business communication does NOT use the speech formula ...

a) It's okay

b) It's okay

c) I hope we understand each other

d) What can you do with you!

1. The sentence is structured correctly:

a) Please provide sabbatical to complete the work.

c) According to the schedule of the educational process, students will have practical training from October 10 to November 10.

d) The program of the conference and information on the dates of its holding will be sent additionally.

1. Incorrectly constructed phrase

a) To the Rector of the University….

b) Deputy Dean of the Faculty ...

c) Head of the Department of Physics ...

d) Chief accountant….

1. The language formula is unacceptable when a student addresses a teacher:

a) Greetings ...

b) Hello!

c) Good morning!

d) Good afternoon!

1. It is not appropriate to express gratitude to the supervisor in an official setting:

a) Dear Ivan Ivanovich! I express my sincere gratitude for your support.

b) My dear Ivan Ivanovich! Many thanks To you for the invaluable help that you rendered me in writing my scientific work.

c) Let me express my sincere gratitude to you!

d) The kindest words of gratitude I want to say to my supervisor.

1. It is not appropriate in an official speech to address:

a) Gentlemen bankers!

b) Gentlemen entrepreneurs!

c) Gentlemen, unemployed!

d) Mr. Governor!

Topics 9-10. Publicistic style of speech. Features of journalistic style. Public speech. The laws of building a public speech

Business communication

Authors:
Kazakova O.A.
Raiskaya L.M.
Serebrennikova A.N.
Filippova E.M.
900igr.net

Dialogue genres in business communication

Lecture number 4

Plan

1. Types of dilogical business communication.
2. Business conversation and business conversation.
3. Group forms of business communication: business
negotiations, business meeting.
4. Features of a telephone conversation.
5. Informal business communication.

Types of dialogical business communication

Business conversation - short-term contact, mainly on
one topic.
Business conversation - continuous exchange of information, points
vision, often accompanied by decision making.
Negotiation - discussion with a view to concluding an agreement on
any question.
Interview - a conversation with a journalist intended for the press,
radio, television.
Discussion.
Meeting (meeting).
Press conference.
Contact business conversation - direct, "live"
dialog.
Telephone conversation (distant), excluding non-verbal
communication.

Features of dialogical forms of business communication:

purpose of the event (why?);
contingent of participants (who? with whom? for whom?);
time limit (how long?);
communicative means of implementing intentions
(how?);
organization of the spatial environment (where?);
expected result (what? what is the output?).

Business conversation

Business conversation is the most common
contact method.
Unlike conversation, conversation is
a form of situational contact.
The purpose of such communication is the exchange of information on
specific question.
There are at least two participants, the regulations depend on
the degree of importance of the subject and on the possibility
participants in the conversation. Communication means,
typical for any conversation: exchange of remarks,
questions and answers, opinions and ratings.

Elements of situational contact:

appeal;
request (question, request for information or
description of the situation);
response (presentation of information or description
situations);
coordination of actions (interaction);
expected result (joint actions,
agreements, decisions).

The specifics of a business conversation

Conversation efficiency, like everyone else
communicative business genres, maybe
depend not only on the competence of his
participants, but also from the manner of holding, moving,
from speech culture, ability to listen, from
self-government, the ability to "conduct their
line ", formulate your own
judgment, substantiate objections, etc.

Business conversation

"The Most Fruitful and Natural Exercise
mind - conversation. The living word both teaches and exercises.
Judgments contrary to my views are not
insult me, but only excite and give
a push to mental powers ”(Montaigne).
"If you want to be smart, learn to be smart
ask, listen carefully, calmly
answer and stop talking when there is nothing
say more "(I. Lavater, Swiss
thinker of the 18th century).

Business conversation

Business conversation - transfer or exchange
information and views on certain
questions or problems. Based on the results of business
conversations making decisions, making deals
not necessary.
A business conversation can precede
negotiate or be an element
negotiation process.

Business conversation functions:

mutual communication of workers
from one business area;
joint search,
advancement and operational
development of working ideas and
ideas;
control and
coordination
already started business
activities;
stimulating business
activity, etc.

Preparing a business conversation:

think over the questions that need
ask the interlocutor;
determine the desired end result;
establish the rules and venue
conversations;
determine its strategy and tactics.

Business structure
conversations:
the beginning of the conversation;
transfer of information;
argumentation;
rebuttal of arguments
interlocutor;
making decisions.

Business Conversation Success Factors:

professional knowledge makes it possible for
implementation of high objectivity, reliability and depth
presentation of information, as well as for mastering the situation;
clarity allows you to link facts and details, avoid
ambiguity, confusion, understatement;
clarity - maximum use of illustrative
materials (documents, information sources,
tables, diagrams, etc.), well-known associations and parallels
(reduces the abstractness of the presentation of information);
constant focus - should be constantly kept in
head the main tasks of the conversation and acquaint with them
interlocutor;
rhythm - increasing the intensity of the conversation as
approaching its end.

Business Conversation Success Factors

repetition - repeating key points and thoughts
helps the interlocutor to perceive the necessary and important
information;
element of surprise - is thoughtful,
but unexpected for the interlocutor linkage of details and facts;
"Richness" of reasoning - the need to monitor
so that during the conversation "ups" alternate, when from
the interlocutor requires maximum concentration, and "recessions",
which are used to breathe and consolidate thoughts and
associations of the interlocutor;
communication framework - French writer and
the thinker Voltaire said: “The secret to being boring is
telling everything ”;
humor and irony are appropriate in a certain dose and situational,
they raise the spirit of the interlocutors, their readiness for perception
even unpleasant aspects of the conversation.

Business negotiations

Business negotiations -
the main thing
agreed acceptance
decisions in progress
communication
interested
parties. Business
negotiations always have
specific purpose and
aimed at
conclusion of agreements,
transactions, contracts.
Business negotiations

Preparation of business negotiations:

definition of the subject (problems)
negotiations;
search for partners to solve them, understanding
their interests and interests of partners;
development of a plan and program of negotiations;
selection of specialists for the delegation;
solution of organizational issues and
registration of the necessary materials -
documents, drawings, tables, diagrams,
samples of offered products, etc.

Negotiation stages

The course of negotiations fits into the following
scheme: start of conversation - exchange of information
- argumentation and counterargumentation -
development and adoption of decisions -
completion of negotiations.

Negotiation rules

1. Rationality. Need to behave
restrained. Uncontrollable emotions
negatively affect the negotiation
process and ability to make reasonable
solutions.
2. Understanding. Lack of attention to the partner's point of view
limits the ability to generate
mutually acceptable solutions.
3. Communication. If your partners don't show
great interest, still try
to consult with them. This will allow
maintain and improve relationships.
.

Negotiation rules

4. Credibility. Fake information
weakens the power of argumentation, and
adversely affects the reputation.
5. Lack of a mentoring tone.
It is unacceptable to teach a partner. Basic
method is persuasion.
6. Acceptance. Try to accept another
side and be open to
learn something new from a partner.

General principles of negotiation

The most optimal days for negotiations
are Tuesday, Wednesday, Thursday. The most
favorable time of the day - in half an hour or an hour
after lunch, when thoughts of food do not distract from
solving business issues. Favorable environment
for negotiations can be set up, in
as the case may be, in your office,
partner representation or neutral
territory (conference hall adapted for
negotiations hotel room, restaurant hall and
etc.).

Business meeting

Business meeting - the way to open
group brainstorming
specialists.

Rules for preparing and conducting a business meeting

The duration of the meeting should not
exceed one and a half to two hours.
It is advisable to conduct business
meetings on a specific day of the week (for
excluding unscheduled, emergency
meetings), at the end of the working day or during
the second half of it.
Correctly drawn up agenda
meetings. the topic of the meeting;
purpose of the meeting;
list of issues to be discussed;
start and end times of the meeting;
the place where it will take place;
names and positions of speakers
basic information, people responsible for
preparation of questions;
the time allotted for each question;
a place where you can get acquainted with materials on
every question.

start it on time;
inform about the regulations;
agree on the rules of work, clarify the agenda;
appoint a person responsible for the regulations and minutes;
warn about the "withdrawal" of speeches not on the merits
issues, such as emotional assessments of people and
events, subjective opinions instead of constructive
offers, messages, etc .;
if criticism is used, demand it
constructiveness - to name specific facts and their
reasons, not to get personal, but to speak out
about actions and mistakes, suggest solutions
problems, elimination of miscalculations, shortcomings;

Memo to the meeting leader:

clearly lead the meeting to the intended goals, for this
ensure the impact of each participant and give
the constructive nature of the discussion as a whole;
regulate the focus and efficiency of speeches,
avoid dragging out performances by stimulating
concreteness, meaningful analysis, real
suggestions, solutions, ideas;
observe the correctness of the discussion;
use a variety of techniques to activate
attention of the meeting participants;
summing up the results of the meeting, summarize everything that has been said,
formulate conclusions, define tasks for the future;
complete exactly at the appointed time.

Press conference

A press conference is a meeting of official
persons (leaders, politicians,
government representatives,
public relations specialists,
businessmen, etc.) with representatives of the press,
television, radio for information purposes
the public on topical issues.

Press conference structure:

introductory part (duration 3-4 minutes);
greetings;
explanation of the reasons for the conduct;
program;
introducing speakers;
information about the materials provided
press.

Press conference rules:

Press conference rules:
the presenter usually reads the text of a short
a statement explaining the reasons
holding such an event;
reporters are invited to ask questions to the speaker
(there are one or two experts nearby who
may be needed to answer special
questions);
questions are asked in turn;
professional standards suggest that
reporters will stick to the announced topic.

Principles of holding a press conference:

Principles of conducting a press conference:
avoid exaggeration, call things by their proper names;
show respect for their competitors, political
opponents, ill-wishers;
not trying to convince others that success is your personal
achievement, remember your team and all those who worked for
success;
avoid getting into arguments, as well as not giving monosyllabic
answers like "yes", "no";
do not touch on topics that are covered in the press for you
undesirable;
not show addiction or dislike for any of the
guests;
try to slow down the pace of the questions asked by giving more
detailed answers to some of them.

Telephone conversation

"Until the word is spoken,
it is the prisoner of the one who was going to
say it. When is the word
said his prisoner
becomes the one who uttered
him ”(Ancient wisdom).
“I wrote a long letter,
because I didn't have
time to write
short "(Blaise Pascal).

Telephone conversation

Concise interviewing skills are acquired with
time, as the repetition of conversations in hard
regulations.
Documentation. In addition to the plan, the participant of the telephone
conversation needs to know what documents for conversation
he will need (clientele file, overview, brochures,
report, acts, correspondence, etc.).
Conversation recording. If necessary, you need
prepare everything for recording information.

Telephone conversation plan:

mutual presentation - 20 ± 5 seconds;
introduction of the interlocutor in the course of the matter - 40 ± 5 seconds;
discussion of the situation, problem - 100 ± 5 seconds;
final resume - 20 ± 5 seconds.

Conversation behavior

You only dial the phone number when firmly
confident in its correctness.
You are carefully preparing for a business telephone
conversation, achieving maximum brevity.
Before particularly responsible telephone conversations
the necessary notes are made on a piece of paper.
If there is a long conversation ahead, ask
interlocutor, whether he has enough time, and,
if not, the conversation is transferred to another, agreed
day and hour.
Having achieved a connection by phone with the desired
institution, you should introduce yourself and present your
company.

Conversation behavior

During a long monologue of the interlocutor on the phone
from time to time it is better to confirm your attention with short
replicas.
If you "got to the wrong place", you should apologize, and not hang up silently
tube.
An erroneous call is supposed to be answered politely: 2
number "- and hang up.
Working on important document, it is better to turn off the phone or
switch it to the secretary.
In business telephone conversations, it is required to "keep oneself in
hands ”, even if before that there were reasons for displeasure.
As an answer to phone call should name your
last name.

Conversation behavior

When completing a business conversation on the phone, it is necessary
thank the interlocutor and wish him success.
If the colleague being asked over the phone
is absent, one should ask what to convey, and
leave a note on his desk.
If the phone rings during a conversation with a visitor,
need to ask to call back later.
In the presence of employees, it is better to speak
phone in an undertone.
If the interlocutor is hard to hear, you are supposed to ask
speak louder or call back.

Specific genres of business communication

Specific genres of business
communication can be considered a dispute,
discussion, controversy, debate, debate,
which are often part of
such forms of business communication as
meetings, meetings, conferences, or maybe
also have independent meaning.

Business discussion

Business discussion - exchange of views on
specific issue of all or individual
participants in communication. Many business meetings and
meetings are held in the form of discussions.
In a massive discussion, all participants, for
the exception of the chairman, are in equal
position. Specially trained speakers
are not assigned, at the same time all are not present
only as listeners. Special question
discussed in a specific order, usually in
in accordance with strict regulations and under
chairmanship official.

Group discussion

Group discussion is different in that it specifically
a prepared group discusses the issue, discusses before
audience. The purpose of this discussion is to present
possible solutions to the problem, discussions of opposite
points of view on controversial issues, presentation of a new
information. As a rule, this kind of discussion of the dispute is not
allow and do not incline the audience to any
uniformity of actions. In a group discussion as
opponents can participate from three to eight - ten
a person, not counting the presenter. Basic communicative
means - a dialogue, which each time only two
participant. The number of participants in the group discussion can be
change in one direction or another depending on the stock
time, complexity and urgency of the problem, availability
competent specialists.

General principles of discussion

Organization of space.
Participants' preparedness for discussion: statistical
data required materials.
The manner of speaking, the culture of speech communication, as well as
the style of its demonstration (naturally, in a lively manner,
accurately formulating questions and concisely commenting on answers
or short remarks).
The audience observing the discussion should be constantly
the focus of the speakers, with her it is necessary
support not only non-verbal but also verbal
contact.
The leader of the discussion regulates its course, all procedures,
introduces the topic and speakers, follows the rules,
directs the exchange of opinions, pronounces the final
word.

Business dispute

Business dispute as a form of communication
widely used in discussion
disagreements, in a situation of lack of a single
opinions on the issue under discussion.
A feature of the dispute is not
proof of the truth of one's own
thesis, but a verbal competition in which
each defends his point of view on
this or that controversial issue.

the dispute involves the presence of at least two subjects,
one of which is more appropriate to call a proponent, and the other -
an opponent;
the parties to the dispute have the same rights in the exchange process
opinions, according to the degree of activity, according to the types and forms of direct and
feedback with each other;
the subject of the dispute is the provision on which each of
the parties have their own opinion, called the position or
thesis;
the difference in the positions of the parties makes the dispute a discussion at the level
phenomena, and not at the level of essence. Therefore, any dispute -
rather superficial discussion of the controversial position;
the positions of the parties contradict each other and most often have
openly negative character;

Business Dispute Characteristics:

procedure for exchanging views in accordance with
mutually exclusive characteristics of theses is expressed in
clash of opinions;
the struggle of opinions in a dispute often reaches the highest form -
conflict of opinion, when each side insists on
the truth of your thesis and the falsity of your opponent's thesis. Each
an argument in this type of argument is a negation
the opponent's argument. The nature of the discussion takes the form
refutation, rejection, denial, rejection, elimination;
the subject area of ​​discussion of a controversial issue usually does not exist
well defined. Its blur is also due to the fact that
the dispute is not about the essence, but about superficial
characteristics of the subject;
dispute as a type of business communication is not regulated in any
procedural, neither spatial nor temporal
relationship.

Informal business communication

Quite often, business conversations take place in
informal atmosphere (cafe, restaurant).
This requires the ability to combine solutions
business matters with a meal. Usually
distinguish business breakfast, lunch, dinner.

A business breakfast is the most convenient time for meeting those who
works hard during the day. Duration
about 45 minutes. Not recommended for a business meeting
men and women.
A business lunch allows you to build a good relationship with
partners, get to know customers better. At noon
a person is more active and relaxed than at 7-8 o'clock in the morning.
The duration of a business lunch is strictly not
is regulated and usually takes one to two hours, from
which takes up to half an hour small talk, as a rule,
anticipating a business conversation.
Business dinner is more formal than breakfast
or lunch, and in terms of the degree of regulation is approaching admission.
This determines the type of invitations (written, not
telephone), clothing features (suit in dark colors).

General principles of informal business communication

Venue. When choosing a meeting place
it is necessary to show good manners and tact. When
you are interested in the conversation, it can be emphasized
your respect for the person by designating a meeting place
closer to his place of work. Restaurant level
must correspond to the position that
are occupied by the people you invite.

General principles of informal business communication

Must be strictly observed in advance
agreed agreements on place, time and
the composition of the meeting participants (who, where and when will be
meet).
Only when urgently needed is it possible
make changes to a pre-approved plan.

General principles of informal business communication

Seating at the table. If a preliminary
order, good tone prescribes to wait until
all invitees will gather, and only then
sit down at the table. If you need to decompose
papers, and you only meet with one person,
it is preferable to sit at a table for four, rather than
for two. In this case, there will be good reasons
invite the person to sit on your right instead of
against.

General principles of informal business communication

Payment. Either the one who is the first to pay the bill
offered to meet, or occupying more
high position. If the situation can be
misinterpreted as an attempt to conquer someone
special location, should be offered to
everyone paid for themselves. This is especially true for
representatives of funds mass media and
civil servants of all levels: breakfast
a journalist or an official at someone else's expense may
consider it an attempt to influence the press or
manifestation of organ corruption
state power. However, the most common
the approach will still be this - the inviting beret
all expenses for yourself.

General principles of informal business communication

Gratitude. After a business breakfast, lunch
or dinner is accepted at least
thank the inviter. More appropriate
however, there will be a thank you note.