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The goals and values of business communication. Communication goals Business communication, its types and structure

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Business communication is of paramount importance for people who are involved in management. As studies in the field of management show, on communication and communication, according to averaged data, about 80-90% of the working time of managers of all known levels is spent.

The main goal of business communication is the organization of fruitful cooperation, as well as the creation of optimal conditions for the successful solution of the problems facing the organization and its individual employees.

In other words, the purpose of business communication can be called the organization and optimization of a certain type of joint activity.

However, apart from common goal, it can also highlight personal goals, to one degree or another, implemented by the direct participants in communication:

Committed to personal safety in the process social activities, in the course of performing their professional responsibilities, which often manifests itself in avoiding the responsibility assigned to the employee;
- striving to improve their living standards, improve their financial situation;
- the desire for power, that is, the desire to expand the range of existing powers, to move only up the career ladder, to get rid of the burdensome burden of hierarchical control;
- the desire to increase their prestige, which is often combined with the desire to strengthen the prestige of the position and the organization itself.

But in order for the goal of business communication to be successfully realized, in modern psychological science there are two main ethical and psychological principles of business communication, which include:

The principle of creating conditions for identifying the creative potential and professional knowledge of the individual, on the basis of which it is possible to harmonize the personal goals of the employee with the general goals of the organization;
- the principle of authority and responsibility, regulating business communication within the framework of official rights and duties in accordance with the official status of the employee, his assessment business qualities and using his direct qualifications and experience.

Monarchy
Valuation of enterprises
Organization theory
Appraisal activity
Motivation theories

Business conversation

When starting a business or holding a director or negotiating position, a person must have business communication skills. It's such a style colloquial speech, which has its own characteristics, culture, ethics, psychology. There are several types of business communication, which depend on the goals and conditions of their conduct. We'll talk about all this in the online magazine psytheater.com.

What is Business Communication?

Business communication is a communication where people discuss specific issues, try to achieve their goals and interaction, which is associated with the main directions of their work activities in compliance with certain norms, rules and other areas of etiquette. Business communication is one of the types of communication between people, which is assumed exclusively in business circles.

The subject or several subjects are trying to achieve their goals through agreements with other people who can give them what they need. Here, each of the parties adheres to certain frameworks and norms in order to show their competence and efficiency.

If a person demonstrates business communication skills, then they are taken more seriously. Professionalism is manifested through a person's ability to communicate in the right slang.

Ethics of Business Communication

The ethics of business communication is understood as a person's understanding of the psychological, moral and national-cultural differences of his opponents from him. In business, you can meet different people. Sometimes it is necessary to be able to maintain neutrality to personal characteristics that depend on the experience and cultural traditions of another person.

Also, a business person should be able to clearly express his thoughts, argue proposals, understand the interlocutor, find ways out in a situation of disagreement. This can be facilitated by the ability to maintain a benevolent tone, conduct a conversation, listen to the interlocutor, and make a good impression.

A business person must abide by two principles:

Utilitarianism - any moral communication should bring all interlocutors to the desired result.
Moral imperative - moral decisions do not depend on a specific consequence.

The interlocutors should have a sincere interest in what topic they are talking about. This is the only way to find a common language, where opponents are trying to achieve maximum benefits for themselves, without prejudice to the benefits of partners.

Naturally, in business communication, interlocutors gather solely for some purpose. People are not going to talk just like that. Moreover, there can be a lot of goals. In the business sphere, partners often establish long-term contacts. Thus, the ability to negotiate and achieve the goals of all parties allows you to establish long-term relationships.

Typically, business partners provide information, perform actions, change roles, or complement their services. Thus, communication takes place not once, but constantly.

Psychology of business communication

During communication, a person shares his thoughts, ideas, feelings, emotional experiences, possible actions and consequences. In business communication, the emphasis is on the activities of companies. Activity becomes a key factor that interests opponents or may interest.

To establish long-term relationships with partners, you need to focus not only on those actions that can bring benefits to your company, but also on its characteristics, mentality, and culture. You will have to study your partner in order to understand what actions can be performed, what difficulties may arise, how to effectively negotiate, etc.

To psychologically win over the interlocutors, it is necessary to learn many techniques. The most famous are:

Partner name. If you refer to your opponent by name, you can fix his attention.
Mirroring, that is, the repetition of his actions, postures, voice intonation.
Literacy. The more competently and richly the speech is constructed, the more interesting it is for the interlocutor to communicate.

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Business culture

Business communication has its own culture. The person must adhere to it clearly in order to make a pleasant impression on the interlocutor. The main areas of the culture of business communication are:

Friendliness to the interlocutor.
Lack of influence of mood on speech and communication.
Interest in the topic.

A person should follow a certain framework in order to show their professionalism. Still, you should pay attention to the human factor. Sometimes opponents evaluate the interlocutors not by what they are talking about, but by how they say it. If literacy, terminology and variety of sentences are respected, then the person becomes more interesting.

Business communication is present in all circles of the work sphere. It is used in many formats, so every business person should learn the rules and culture of this type of negotiation, which will always have a goal, time constraints and intervals.

Features of business communication

A feature of business communication is regulation, that is, the presence of certain frameworks, norms, attitudes that must be observed by absolutely any person. Allocate norms and guidelines:

Norms are rules that apply between interlocutors of the same status level.
Instructions - vertical communication, when a person of higher status can issue instructions and recommendations to an individual lower in status.

3) the implementation in the process of joint activities of personal relationships - friendship, love, envy, revenge.

Roles, combined with the motivation of participants in business communication, allow you to define and consolidate the languages and forms in which the relationship between them is realized.

Business communication takes place in a certain communication space, the limits or boundaries of which can be represented as follows:

1. I communicate with you only for the sake of business or I communicate with you because you are pleasant to me... At one pole, communication is determined by its goal, at the other - by the pleasure received from communication, regardless of specific purpose.

2. I do this with you because you are pleasant to me or because there is no other way... In some situations of business communication we have the opportunity to choose a partner for ourselves, in others we are doomed to work with him. As a rule, we choose an activity or place of work, rather than bosses, colleagues and subordinates.

3. We follow generally accepted norms of behavior, or the norms of our circle, or our personal forms of communication.

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Communication barriers in business communication:

1. An inferiority complex: professional, psychological, administrative. (“I can't” or “I can't do it”) They are not obvious to the partner. They can hide with the help of aggression, isolation, shyness.

2. Compulsion of communication, that is, the need to communicate with unpleasant people.

3. The complexity and secrecy of the goals and motives of the participants.

4. The specifics of the organizational context - the presence corporate culture and corporate ethics [ 7 , With. 17-23].

Exists special rituals of business communication... These are 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. For example, in a business conversation, it is customary to address each other formally, regardless of the nature of the relationship of partners outside of work. In addition, there may be forms of greeting or seating at the table that are characteristic of this particular working group and symbolizing the nature and hierarchy of relationships in it. With the help of ritual forms: addresses, 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.

Thus, business communication is one of the types of communication in which there is a role-based, interpersonal and ritual aspect. Business communication differs in that it is determined by external goals. Business communication is communication for the sake of something outside the communication itself. Business communication is compulsory. Business communication - communication on strict rules, knowledge of which is required. Business communication is formally impersonal, therefore, in business communication, the interests and motives of the participants may be hidden and need to be deciphered.

In business communication, the possibilities of choosing and changing one's role, forms of communication and partner are significantly narrower in comparison with interpersonal or ritual communication. Business communication takes place in a specific social space-time. Business communication is realized in predetermined forms: conversation, conversation, negotiations, joint activities. Business communication problems: difficulties, violations, barriers, conflicts, have their own specifics and their own methods of resolution.

Questions and assignment for self-examination

1. What types of communication exist depending on the communication technique?

2. List the distinctive features of communication styles (ritual, manipulative, humanistic).

3. List the functions of communication.

4. Define business communication. How is business communication different from all other types of communication?

5. What is the role personality factor in business communication?

6. Name the constituent components of the socio-psychological structure of business communication.

7. How does the concept of "business person" differ from the concept of "businessman"?

8. Describe your business style... Describe a business style that is as different as possible from yours.

(Tasks 7, 8 are completed in writing (in the form of an essay)

The concept and essence of business communication.

Business communication is carried out in different forms:

Speech as the main means of communication. Types of business communication.

Communication is one of the forms of personality activity, the essence of which is the exchange of information between participants in the communicative process.

In the process of communication:

1 Information is encoded, transmitted, processed, decrypted.

2 Exchange of knowledge, spiritual values, attitudes, motives.

3 The influence on the emotional, volitional, intellectual spheres of the personality is carried out.

Communication is communication in which the transmitted information has essential meaning and personal meaning.

- "contact of masks" social communication

Formal role in the case

4 communication components.

Speaking - transfer of inf.

Hearing - reception inf.

Lecture 3

Questions:

1. The concept of communication. Communication and communication.

2. The main characteristics of business communication.

3. Communicative culture and communicative professiogram of a modern specialist.

4. Styles of communication.

5. Forms of business communication.

1. The existence of many different definitions of the concept of "communication" is primarily associated with different approaches and views on this problem. We will use the following definition.

Communication is a complex multidimensional process of establishing and developing contacts between people, generated by the needs of joint activities and including the exchange of information, the development of a single strategy of interaction, perception and understanding of another person. In the narrow sense of the word, communication is the interaction of people who have common or complementary interests or needs.

In psychology, communication is defined as the interaction of two or more people, consisting in the exchange of information between them of a cognitive or emotional-evaluative nature, aimed at coordinating and combining their efforts in order to establish relationships and achieve a common result.

The simplest communication model can be represented as follows: C1↔C2. Note that both an individual and a group can act as subjects of communication.

In many definitions of communication, there are:

Communication as a type of independent human activity;

Communication as an attribute of other types of human activity;

Communication as interaction of subjects.

In the special socio-psychological literature there is a view of communication as a communicative activity. Based on the concept of AN Leontiev and his analysis of communication as an activity and designating it as “communicative activity”, we will consider its main structural components: the subject of communication is another person, a communication partner as a subject; the need for communication consists in the desire of a person to cognize and evaluate other people, and through them and with their help, to self-knowledge, to self-esteem; communicative motives are what communication is undertaken for; communication actions are units of communicative activity, a holistic act addressed to another person; communication tasks are the goal to achieve which, in a specific communicative situation, various actions performed in the process of communication are directed, means of communication are those operations with the help of which communication actions are carried out; the product of communication is education of a material and spiritual nature, created as a result of communication.

Communication as an activity is a system of elementary acts. Each act is defined:

The subject is the initiator of communication;

The subject to whom the initiative is addressed;

The norms by which communication is organized;

The goals pursued by the participants in communication;

The situation in which the interaction takes place.

1. Transfer of information from person to person.

2. Perception of partners in communication of each other.

3. Mutual assessment of communication partners of each other.

4. Mutual influence of communication partners on each other.

5. Interaction of partners with each other.

6. Management of group or mass activities, etc.

Communication functions:

The instrumental function characterizes communication as a social mechanism for managing and transmitting information necessary for the execution of an action.

The integrative function reveals communication as a means of bringing people together.

The function of self-expression defines communication as a form of mutual understanding of the psychological context.

Broadcast function-function conveying specific modes of action, assessments, etc.

Expressive - the function of mutual understanding of experiences and emotional states.

The function of social control is the regulation of behavior and activities.

The function of socialization is the formation of interaction skills in society in accordance with accepted norms and rules, etc.

Communication goals:

The purpose of communication is outside the very interaction of subjects;

The purpose of communication is in himself;

The purpose of communication is to familiarize the partner with the experience and values of the initiator of communication;

The purpose of communication is to familiarize the initiator himself with the values of the partner;

The purpose of communication is to meet the needs of communication partners (in prestige, domination, safety, individuality, patronage, knowledge, beauty, etc.).

Along with the term "communication", the term "communication" has become widespread. From the linguistic encyclopedic dictionary: Communication - communication, exchange of thoughts, ideas, etc. - a specific form of interaction between people in the process of their cognitive work. In other words, communication is information link subject with this or that object. Model: С → О (accept, understand, learn, do). Both of these words are often used synonymously.

The communicative side of communication is the exchange of information and its understanding. The means of communication are:

1) verbal (speech)

2) non-verbal (gestures, facial expressions, posture, gaze, etc.)

4) extralinguistic (pauses, laughter, crying, speech rate)

5) space-time (distance, time).

2. Business communication takes a significant place in the life of many people. After all, you constantly have to discuss issues related to the organization of production, with the life of the work collective, the performance of official and official duties, the conclusion of transactions, contracts, decision-making, paperwork, etc.

Business communication plays an important role in various types of professional activity, determines their success.

It acquires special significance for people involved in management. As studies in the field of management show, 80% of the working time of managers at all levels is spent on communication. In this respect, J. Rockefeller's statement is curious: “The ability to communicate with people is the same commodity bought for money, like sugar or coffee. And I am willing to pay more for this skill than for any other product in this world. "

In the scientific and methodological literature there is no strict definition of the concept of "business communication". Foreign and domestic researchers associate business communication mainly with commercial activities, describe various forms of communication in the field of business. The following definition seems to be the most acceptable. Business communication is interpersonal communication with the aim of organizing and optimizing one or another type of substantive activity: industrial, scientific, commercial, managerial, etc. This definition emphasizes the purpose of business communication - the organization of fruitful cooperation, and also notes that it is inextricably linked with a variety of areas of human activity. It should be borne in mind that participants in business communication are, as a rule, officials performing their official duties.

Business communication is a rather complex phenomenon. Its character is influenced by both vertical and horizontal connections in the process of interaction. Business people constantly have to communicate with persons standing at different levels of the hierarchical ladder, as well as with colleagues, employees of the same level. In this regard, it is advisable to talk about equal types of relations that develop in the process of business communication between its participants. Vertically, these are, as a rule, subordinate relations, and horizontally, partnerships.

The ability to find the best option for business relationships both vertically and horizontally is a great art. The types of relations between participants in business communication also determine the forms of their speech behavior.

The main characteristics of business communication:

Regularity, i.e. obedience to the established rules and restrictions. There are so-called "written" and "unwritten" rules of conduct. For example, quite often you hear expressions such as "according to the protocol", "according to the protocol" and so on.

Regularity implies adherence to business etiquette, reflecting the accumulated experience, moral attitudes and tastes of certain social groups.

Business etiquette includes the rules of greeting and presentation, regulates behavior during a presentation, at a reception, at a table; prescribes how to give and receive souvenirs, how to use business cards, conduct business correspondence, etc.

Great attention etiquette focuses on the appearance of business people, their clothes, the ability to manage negative and positive emotions, and the manner of speaking.

Regularity also includes adherence to speech etiquette. The use of etiquette speech turns helps the interlocutors to establish contact, establish mutual understanding, create a favorable psychological environment, etc.

The regulation of business communication also means that it is limited to a certain time frame. Business people know the value of time, try to use it rationally and usually schedule their working day by hours and minutes.

An important feature of business communication is the strict observance of role-playing roles by its participants. In the process of interaction, a business person in different situations has to be both a boss and a subordinate, and a colleague, and a partner, and a participant in an event, etc.

The peculiarities of business communication include and increased responsibility of the participants for its result. After all, successful business communication is largely determined by the chosen communication strategy and tactics: the ability to correctly formulate the goals of the conversation, determine the interests of partners, and build a justification for one's own position.

3. The culture of a modern specialist is impossible without a culture of communication, without a communicative culture. In the very general view communicative culture can be defined as follows: communicative culture is a set of communicative skills that have become an organic part of the personality. It is necessary to determine which ones. For example, the basic communication skills of a manager:

Ability to conduct a business conversation (when hiring, when firing, when consulting, when delegating, when monitoring);

Ability to conduct a meeting;

Ability to speak in public;

Ability to negotiate.

A modern specialist must to fully master communicative techniques, the degree of proficiency in which is perhaps the main criterion for professional suitability.

He must be able to:

Formulate the goals and objectives of communication

Organize and manage communication

Analyze complaints and applications

Build questions and answer them specifically

Possess skills and techniques, tactics and communication strategy

Have a conversation, business meeting

Analyze conflicts and resolve them

Prove and justify, argue and convince, reach agreements and decisions, conduct a conversation, discussion, dialogue, dispute, negotiations

With the help of the word, relieve stress, relieve the interlocutor of fear, correct his behavior and assessments.

The ability to speak and be understood correctly, to hear and understand, to persuade unobtrusively, to create trusting relationships - all these are elements of a communicative professiogram.

4. Styles of communication.

Each person has his own style, or model of behavior and communication, which leave a characteristic imprint on his actions in any situation. Communication style depends on very different components - life experience, attitude towards people, as well as on what kind of communication is most preferable in society. At the same time, the style of communication ultimately shapes the personality. Communication style is the individual-typological features of interaction between people. Distinguish between ritual, manipulative and humanistic communication styles. The ritual style is generated by intergroup situations, manipulative - business, and humanistic - interpersonal.

Ritual.

In real life, there are a huge number of rituals, they require only one thing from the participants - knowledge of the rules of the game (birthday). The main thing here is to strengthen the connection with your group, to reinforce your attitudes, values, opinions, to increase self-esteem and self-esteem. For ritual communication, it is very important, on the one hand, to correctly recognize the communication situation and, on the other, to imagine how to behave in it.

Manipulative.

One should not conclude that this is a negative phenomenon. A huge number of professional tasks presupposes precisely manipulative communication. Any training, persuasion, management always includes manipulative communication. It exists where joint activities are expected.

Humanistic.

It satisfies such a person's need as the need for understanding, sympathy, empathy.

5. In practice, there are various forms of business communication: various types of business conversations, negotiations, meetings, meetings, telephone conversations, business correspondence. A business person needs to know the specific features of these forms, to master the methodology for their preparation and implementation.

In specific forms of business communication, as a rule, the following general stages are distinguished: establishing contact, orientation in a situation, discussing issues, making decisions, achieving a goal, getting out of contact.

Business communication is the basis for the successful development of not only the enterprise as a whole, but also the individual. It is an important type of relationship between people, supported by norms and rules.

Communication is subdivided into:

communicative, implying the exchange of information;
interactive, consisting in interaction between participants;
perceptual, meaning the establishment of a relationship between partners.

All three types are based on a system of ethical values, where the most important criteria are - evil, good, good, justice, duty, responsibility, etc. Business relationships should lead to the harmonization and coordination of interests.

The tasks of the ethics of business communication are to form the principles of communication that would be aimed not only at full-fledged and non-conflict interaction of the parties, but would also not contradict the moral behavior of people. The goal is subordinate to a specific production, scientific or commercial task. A the main task of business communication consists in productive cooperation and improving relations with partners, interaction with which is determined by the exchange of information and is of an informational or disciplinary nature, aimed at achieving a joint result.

Such joint activity implies the observance of common goals, motives, the relationship of the participants labor process, as well as the distribution of individual functions between them. The basic rule of communication is: "Treat others the way you would like to be treated." Interaction imposes some specific requirements for participants:

Compliance with social, legal norms, instructions, internal regulations, etc.
Compliance with business ethics according to job roles, rights and obligations.
Contacting between participants, regardless of dislikes and likes. The same measurements for all employees.
Written fixation of decisions, orders, orders and their execution to increase the efficiency of interaction.
Encouragement and motivation in achieving the final result with the avoidance of conflict, both intrapersonal and interpersonal.
Team compatibility for joint activities also allows you to solve a wide range of problems.
Criticism of actions, not a person.
The principle of greater reward for great service works well.

The ability and ability to find the right version of the relationship is the art of business communication, to which every enterprise that values its reputation aspires. The values of ethical behavior are declining today, which is reflected in the behavior of firms and managers who, in violation of ethical standards, offer or extort bribes, gifts and other illegal payments. According to statistics, about 70% of profitable deals were lost by our country due to cultural blindness in the business world, therefore, the goals and objectives of business communication are also manifested in raising the culture of modern society.

Communication can be different - personal, formal, business, ritual. They all have certain differences from each other in terms of the attitudes of the participants, goals and forms of behavior. Business communication is a special type of communication. It is based on the interaction of people who pursue the goal of exchanging information in the course of their activities. In addition, business communication has a specific result, which is a product obtained as a result of joint activities. It can be power, career, information, as well as emotional experiences and intellectual analysis.

Definition of the concept

Business communication, like any other, has a historical character. Its manifestation takes place at all levels of the social system, and in the most varied forms. When studying theoretical foundations business communication, it becomes clear that it arises in connection with a certain type of activity taking place, the result of which is the release of a product or the receipt of one or another effect. Each of the parties entering into such relationships with each other must adhere to the standards and norms of human behavior, including ethical ones.

The basics of business communication are the processes that allow the exchange of work experience and specific information. In conditions market economy this allows you to get the maximum profit. What else is at the heart of business communication? Such interaction is impossible without physical and psychological contacts, as well as the exchange of emotions. That is why it is so important to be able to build relationships with people and find an approach to a specific person.

On the one hand, it may seem that business communication is not that difficult process. After all, from early childhood, people begin to get acquainted with communicative connections. Nevertheless, business communication, like any other that exists in society, is quite multifaceted. It has various types, has many directions and functions. Various sciences are engaged in the study of its certain aspects, including ethology, sociology, philosophy and psychology.

Consider the basics of business communication, its types, principles, and also features.

What it is?

Business communication is an interaction, each participant of which has its own status. So, he can be a boss, subordinate, colleague or partner. In the case when people who are on different steps of the career ladder communicate with each other (for example, a manager and an employee), we can talk about a vertical in the relationship. In other words, such communication is subordinate. Business communication can also take place with equal cooperation. This relationship is considered horizontal.

Business communication takes place constantly in official institutions, in schools, universities and at work. This is a dialogue between subordinates and bosses, students with teachers, competitors and partners. And the achievement of the goal depends on how familiar the interlocutors are with the basics of business communication, its methods, forms and rules.

Peculiarities

Business communication differs from all other types of communication in that it has:

Regularity. The foundations of business communication are established rules to restrict communication. They are determined by the type of interaction, its tasks and goals, the degree of formality, as well as cultural and national traditions. At the same time, business etiquette, as the basis of modern business communication, serves as the main tool for organizing the process of business relations.
Strict adherence to their role role by all communication participants. It must meet the requirements of a specific situation. Also, all participants in business communication need to fulfill their specific role (partner, subordinate, boss, etc.).
Severity regarding the use of speech means. Each of the participants in business communication must be proficient in a professional language and know the necessary terminology. The speech should not contain colloquial expressions and words, dialectisms and abuse.
High responsibility for the result obtained. All participants in business communication must be punctual, organized, true to their word and obligatory. In addition, they should unswervingly observe the moral and ethical standards of communication.

Functions

In a production environment, business communication allows each person to satisfy their need for communication, exchange experiences, learn something new, evaluate their own professional quality... The importance of such communications in negotiations is great. Knowledge of the psychological foundations of business communication allows you to maintain your reputation and image, as well as achieve success in business.

Among the main functions of this kind of communication, the following are distinguished:

Instrumental. This feature views communication as a control mechanism.
Interactive. In this case, communication is a means of bringing together colleagues, business partners, professionals, etc.
Self-expression. Conducted business communication allows a person to assert himself and demonstrate his psychological, personal and intellectual potential.
Socialization. Carrying out communications, a person develops the skills of his business etiquette and communication.
Expressive. It is expressed in emotional experiences and demonstrations of understanding.

All of the above functions are closely related to each other. Moreover, through their implementation, they constitute the essence of business communication itself.

Principles

In order for the negotiations to be as successful as possible, a certain atmosphere must be created. The goal can be achieved only when the partners, communicating with each other, will feel as comfortable as possible. And knowledge of the principles of the psychological foundations of business communication will help in this. These include:

Controlling emotions. This point is quite important. The fact is that surging emotions literally in a matter of seconds can destroy those relationships that have been built over the years. After all, they will show a person from a clearly negative side. And even if the interlocutor allows himself unrestrained behavior, you should not react to it. Each person should realize that emotions and work are incompatible things.
Desire to understand the interlocutor. While adhering to the fundamentals of the psychology of business communication, the parties need to be attentive to each other's opinions. Indeed, in the event that one of the participants in the negotiations will only talk about their own interests, without listening to the other side, this will not allow coming to a common agreement and getting positive results from the meeting.
Concentration of attention. Business communication is often a monotonous process. This leads to the fact that a person is able to miss some fundamental moments of the negotiations. That is why, during a conversation, it is necessary to focus the attention of partners on the topic, when it becomes obvious that they have ceased to concentrate their attention on really important things.
The truthfulness of the conversation. The success of a business is largely determined by a relationship of trust. Of course, opponents can under-say something or deliberately dissemble a little to enhance their own dignity. Nevertheless, with regard to the fundamental points, it is necessary that things are said that correspond to reality. This is how businessmen earn their reputation.
Ability not to express subjective opinions. The fundamentals of ethics and psychology of business communication imply the presence of the ability to separate the interlocutor from the object of negotiations. In other words, a personal relationship to a person should never have an impact on working moments. This is the main difference between personal and business communication. It often happens that an opponent who is extremely unpleasant to the interlocutor can be very useful for the cause. In this case, you should not lose sight of the benefits. After all, it often happens that very pleasant and good people turn out to be untenable in a business sense.

The principles listed above should be considered by every person who wants to acquire the skill of correct negotiation and earn a good reputation as a business partner.

Moral foundations

When is there a high probability of reaching a positive decision during negotiations? To do this, a businessman needs to know the moral foundations of business communication. Communication between people for commercial purposes must comply with the following principles:

The basis of business communication should be the interests of the business, and not their own ambitions and desires. Despite its obviousness, people violate this principle most often. After all, not every person is able to find the strength to sacrifice personal interests that are in conflict with the benefits that will be received for the cause. This is especially evident in those moments when something can be done with impunity, and the only judge in this case will be your own conscience.
Decency. What is the basis of business communication? The organic inability of a person to commit a dishonorable act. Decency is always based on such moral qualities as a heightened sense of conscience, when there is an awareness that silence or inaction will become dishonorable, as well as a constant striving to preserve one's honor in the form of nobility, incorruptibility and assertion of one's own dignity.
The ability to behave in the same way with any person, regardless of his social or official status.
Integrity. A person should not only have strong convictions, but also actively strive for their realization and implementation. This is manifested in the fact that he will never give up own principles even when there are threats and obstacles to personal well-being.
Goodwill. This principle lies in the organic need to do good to people, which is the main category of ethics. Any professional activity aimed at meeting the social needs of a person. And in this sense, he produces something useful, that is, he does good. Adhering to this principle, a professional does not only what is in his duties, but also does much beyond that, receiving emotional satisfaction and appreciation in return.
Respect for human dignity. Such a principle is able to be realized thanks to such moral qualities brought up in a person as delicacy and politeness, solicitude, courtesy and tact. Moreover, all this should be combined with poise, endurance and correctness. Here the ethical foundations of business communication are in close contact with morality. The same should be the case in statutory relationships, which in no way allow the dignity of the subordinate by the leader to be humiliated. Respect for a person, which underlies the ethics of business communication, allows people not to experience mutual resentment, irritation and discontent. It protects against nervous shocks, stress and other negative consequences of communication. A person's ignorance of the fundamentals of business ethics or the inability to apply them in practice can negatively affect the opinions of others about him.
Feasibility and reasonableness. This principle underlies all ethical rules and regulations. Moreover, it is especially necessary in those forms of human communication in which it is very important to adhere to etiquette. If expediency and reasonableness are observed, a favorable moral and psychological atmosphere is created in the service team, which greatly increases the efficiency of employees' work.

The norms of the culture of behavior

Let's consider briefly communication. Knowledge of the rules and norms of behavior, and, of course, their observance, brings pleasure and benefit to their owner. A person, if he is well brought up, will feel confident everywhere, easily overcoming the psychological barriers of communication, without experiencing an inferiority complex and getting the opportunity to constantly expand the circle of communication.

The rules of etiquette, which are the foundations of effective business communication, are a set of norms necessary to deal with people politely. In official communications, in this case, the correspondence of appearance, manners, gestures, speech, posture, posture, facial expressions, clothing and tone, as well as the social role inherent in a person and his social and business status, is considered. Such requirements become especially important during participation in any highly regulated event that requires adherence to rigidly established boundaries. Failure to comply with the rules of etiquette in this case will be considered an insult to the dignity of the communication participants, which will cause their disapproval.

But it is worth noting that even with a thorough knowledge of the basics of professional business communication, it is not always possible to avoid some mistakes. After all, etiquette should not be applied mechanically. For each specific situation, they are subject to some adjustment. And professional tact will allow you to do this. Only he will protect the employee from errors.

Consider how the head of the company should behave during a business conversation. When greeting its participants, you must politely greet them by shaking hands with each one (while not squeezing it too hard). Before starting the conversation itself, you should offer the interlocutors tea or coffee. A similar tradition appeared not so long ago. Nevertheless, today almost everyone adheres to it. A cup of aromatic drink will allow a person to get rid of some stress and positively tune in to the conversation.

Knowing the basics of business ethics will help prevent an unpleasant situation. If an oversight occurs in the negotiation process, you should apologize to the interlocutors for the inconvenience caused to them. And only after that the conversation can be continued.

Compliance ethical foundations business communication assumes that when discussing business issues with partners, you need to try to answer all their questions. In cases where, for one reason or another, it is impossible to do this directly during the conversation, you should apologize and ask for time to think, indicating a specific date.

When negotiating, you must keep a notebook with a pen with you, writing down all the most important information voiced. You should not raise your voice. You need to speak clearly and clearly. The style of clothing must be business-like.

Types of business communication

The main task of official communications is always to achieve a specific goal.

At the same time, working issues can be resolved using various types of business communication. Among them:

Business correspondence. This type of official communication is considered in absentia. When using it, all information is conveyed to the opponent in writing... No personal meeting is scheduled. Despite the fact that a lot of people are engaged in correspondence every day, the compilation business letters is a rather difficult task, because they must be designed taking into account all necessary requirements and sent out on time. When presenting information in such a letter, it is important to adhere to the foundations of the psychology of business communication and its ethical standards. The concreteness of the text and its brevity are appreciated. It should be borne in mind that the conduct of such correspondence allows partners to draw some conclusions about each other.
Business conversation. It is this type of communication that is the most common form of official communication. Leaders of all companies are required to conduct interviews with staff. These conversations should have a positive impact on the team and business development. This kind of business communication allows you to clarify some of the work points, which makes it easier to accomplish the tasks facing the company.
Business meeting. This type of service communications allows you to improve the performance of the company. At the meetings, urgent issues are resolved, the most effective interaction between employees or partners is achieved. Sometimes the meetings are not held with the boss and his subordinates. Gathering together to discuss urgent problems, sometimes only one department or organization heads.
Public speaking. This type of business communication is necessary to convey to the audience any information that has a presentation or informational character. And here special requirements are imposed on the speaker. It is imperative for him to understand the subject of his report. The text he pronounces must be logical and clear. Self-confidence is equally important.
Business negotiations. This type of communication is considered an integral part of doing business. Negotiations allow you to quickly eliminate any problems that have arisen, set goals and objectives, take into account the opinions of the interlocutors and draw the right conclusions. They are usually held between leaders various enterprises... Each of them during business negotiations demonstrates its position. At the same time, the parties must come to a common decision in order to satisfy the interests of all partners.

Social foundations of business communications

Business communication that takes place between people is a derivative of their activities. It fixes the content and social orientation of various types of industrial relations, the importance of communication for the life of the whole society, as well as for its individual social groups and individuals.

Business communication between people is a rather universal process and at the same time quite diverse. It arises in the most diverse areas of activity and at all its levels. This must be taken into account when mastering social foundations business communication, the knowledge of which will allow a deeper understanding of the conditions in which the interaction between partners will take place.

One of the main features of such communications is that the spiritual qualities of people are manifested in them. All interconnected partners are subjects of interpersonal business relationships. They represent people of different ages with different moral, physiological, psychological and intellectual properties. Each of them has its own strong-willed and emotional attitude, worldview, value orientations and ideological attitudes. The manifestation of any of these properties allows, to a certain extent, to reveal the partner's spiritual world and acts as an element of the content of interpersonal spiritual interaction.

Communication of professionals

Being tolerant towards each other is not easy. Nevertheless, each of us should perfectly understand that all people are different, and it is necessary to perceive another person as he is.

This is also indicated by the moral and psychological foundations of professional and business communication of a teacher, who, when contacting his student, must, first of all, show tolerance. The essence of such communication comes down to the application in the learning process of such principles that make it possible to create optimal preconditions for the formation of personal self-expression in children and for teaching a culture of dignity, while eliminating the factor of fear of an erroneous answer. Tolerance in the 21st century is one of the ways to create harmonious relationships that allow a person to integrate more easily in society.

Pedagogical communication with students should be, above all, productive. Its main goal is the spiritual enrichment of both sides. That is, both the teacher and his pupil. But getting positive results is possible only if the teacher will show:

respect for the spiritual world of the child;
interest in what the student considers valuable for himself;
respect for the individuality of the pupil with all the qualities inherent in his personality.

Business communication of a teacher must adhere to the following principles:

non-violence (giving the student the right to be what he is);
respect for the work of the child's cognition;
respect for the student's tears and failures;
unconditional love for the child;
respect for the identity of the student;
compromise;
reliance on the positive character traits of the child.

Healthcare sector

As an example of professional communications, consider the basics of business communication in the work of a medical registrar. This person has to communicate with people who seek help. That is why it is so important that this specialist works as competently as possible. He should remember that any negotiation is a dialogue. When they switch to a monologue (from one side or the other), there can be no talk of any productive cooperation. And for this, the medical registrar needs to be able to listen, asking the right questions at the right time. They should not divert the conversation aside and will make it possible to clarify the topic under discussion as much as possible.

In order to begin to effectively listen to the visitor, the medical registrar will need:

Stop talking. After all, making a speech and listening at the same time is simply impossible. The speaker should be helped to relax so that the person has a feeling of freedom.
Show the visitor your willingness to listen to him. In this case, you need to act with maximum interest. Listening to a person, you must try to understand him, and not try to look for reasons for objection.
Eliminate annoying moments. To do this, you will need to stop tapping on the table, shifting papers, and not being distracted by phone calls.
Empathize with the speaker and try to get into his position.
Be patient. At the same time, you do not need to try to save time and interrupt the person.
Restrain your own emotions. If the person is angry, they will most likely start giving the words the wrong meaning.
Avoid criticism and controversy. Otherwise, the speaker will become defensive and will simply shut up.
To ask questions. They will allow you to cheer up the visitor, since he will understand that he is being listened to. Moreover, it is necessary to ask questions during 30% of the conversation.

As you can see, the nature and content of business communication in each area of activity have their own characteristics. All of them are researched by specialists working in the fields of philosophy, ethics, sociology and psychology. It is no coincidence that a discipline has appeared in the program for university students, which is called “Business Communication”. It allows you to consider the ethical and psychological, and to be more precise, the organizational and moral problems of official communications. There are also textbooks for this discipline. One of them was written by A.S. Kovalchuk. This tutorial covers the basics of business communication in a very accessible way.

The book identifies the conditions and factors of optimal work aimed at creating a charming image. Also in this work, which bears the name "Fundamentals of Imageology and Business Communication", the author considers the possibilities of using the results of such activities. In addition to university students, such a manual may well interest people who are looking for a path to self-expression, as well as representatives of professions whose success depends on the implementation of creative abilities.

The purpose of human communication became the object of close psychological research only in the last century. It turned out that communication, like the desire for self-improvement, is a fundamental need for homo. It was then that communicans, that is, communicating, was added to the scientific definitions of a person - sapiens (reasonable) and habilis (skillful).

Communication between people is not just the exchange of various kinds of information. This is the foundation of human existence. Establishing interpersonal contacts helps individual individuals to fully develop, reach the heights of personal growth, maintain physical and mental health, get to know themselves, understand others, influence others and interact with them.

The information transmitted in the process of communication - it is its content - is divided into several types:

material - products and tools of labor;
cognitive - scientific and empirical information;
active - manipulations, skills and abilities;
conditioned - bodily and mental states;
incentive - interests, needs, motives.

The goals of human communication are very diverse, since they depend on one or another human need... Among them are:

social - strengthening ties between members of a group or society;
cultural - mutual enrichment with cultural achievements;
epistemological - the exchange of scientific knowledge;
creative - the transfer of author's, qualitatively new developments;
aesthetic - the interaction of means, forms and techniques of art;
ethical - the exchange of moral values;
intellectual - an introduction to experience that helps to reach a new level of consciousness;
biological - the acquisition of access to means of survival: food, housing, medicines;
personal - the exchange of experiences, thoughts and experiences with an interesting interlocutor, receiving pleasure from contact with him.

The goals of communication between people as a unique biostimulator of their spiritual and production activities inextricably linked with communication tasks. Let's name the main ones:

Affective- regulation of the emotional sphere of the participants in communication: mutual strengthening of emotional states or weakening, rapprochement or polarization.

Information- the formation of the image of feelings and thoughts of the interlocutors.

Regulatory- coordination and correction of motives, interests and actions of interacting people, their mutual stimulation.

The number of people whose professional career directly depends on the ability to establish contacts, is constantly growing. The first dollar millionaire John Rockefeller, who well understood the goals and objectives of communication in the modern world, expressed a willingness to pay a higher price for communication skills than for any product.

Business communication goals

Streamlining and improving activities - commercial, scientific, social, industrial - the achievement of a beneficial result for all its participants is the main goal of business communication. It can be disciplinary or informative in content.

At the same time, each of the negotiators sets himself the following tasks:

strengthening cooperation with partners, smoothing or avoiding disagreements between them;
increasing trust and mutual understanding;
achieving full-fledged interaction, its coordination and harmonization;
distribution of fronts of work or spheres of influence;
compliance with the "code of honor", that is, the norms of behavior adopted in this environment.

Productive business communication is not only a condition for the effective development of an enterprise. It is also the basis for the success of an individual. In the process of business communication, such valuable personal qualities are formed:

the ability to speak convincingly and listen carefully to the interlocutor;
persistence and delicacy;
the ability to subordinate and yield for the sake of the interests of the firm.

To achieve the goal of business communication, its participants must fulfill a number of specific requirements:

comply with the necessary instructions, internal regulations, legal and social norms;
not to deviate from the ethics of business contact within the framework of job roles that provide for a regulated range of responsibilities and rights;
interact in the same way with partners, regardless of their own preferences;
to record important information during the meeting in writing or by means of a sound recording device;
motivate and encourage participants in the negotiation process to achieve a productive result;
avoid conflicts both between the parties to the negotiations and intrapersonal;
condemn actions, not their performers;
evaluate the compatibility of partners to solve the range of tasks;
work not so much for their reputation as for the image of the organization.

It is not easy to master all of these competencies. Therefore, many enterprises value employees who have comprehended the wisdom of business communication.

Today they are especially in demand in those areas where the culture of communication is reduced, where the norms of ethical behavior are violated, where profits are extorted in the form of gifts, bribes, "left" payments. Such incidents are unacceptable in a business world based on mutually beneficial deals.

Each person, entering even the closest contacts, retains his identity, spiritual autonomy. Therefore, achieving the goals of communication is impossible without overcoming disagreements and other difficulties arising in the interaction of people. But it is in such difficult communications that a real chance appears to achieve success in personal growth and self-development.

Business conversation

Introduction.doc

Business communication goals

Business Communication Values

As soon as they did not name a person: and homo sapiens (a rational person), and homo fuber (a person who produces), and homo ludens (a person who plays). It seems that with no less reason he can be called homo communicans - a communicating person.

Russian thinker Pyotr Chaadaev (1794-1856) wittily remarked: "Deprived of communication with other creatures, we would nibble the grass, and not reflect on our nature." And he was right, because the natural way of a person's existence is his connection with other people, and a person himself becomes a person only in communication.

The need for communication, according to psychologists, is one of the basic (basic) human needs. The importance of communication as a basic need is determined by the fact that "it dictates the behavior of people with no less authority than, for example, the so-called vital needs." Communication is a necessary condition for the normal development of a person as a member of society and as a person, a condition for his spiritual and physical health.

Acting as a powerful consumer of human energy, communication at the same time is an invaluable biostimulator of his life and spiritual aspirations.

In psychology, communication is defined as the interaction of two or more people, consisting in the exchange of information between them of a cognitive or emotional-evaluative nature. Depending on the communication technique used and its goals, the following types can be distinguished:

H "Contact of masks", that is, formal communication in which there is no desire to understand and take into account the personality traits of the interlocutor.

H Formal-role communication, in which both the content and the means of communication are regulated by social roles and communication.

Social communication is formal, and its participants say what is supposed to be said in such cases.

H Manipulative communication. It is aimed at obtaining one-sided benefits from an interview using a manipulative technique of influencing the opponent in communication, depending on his characteristics as a person.

Material, i.e. exchange of products or items of activity;

Cognitive, i.e. knowledge Exchange;

Active, i.e. exchange of actions, abilities, skills.

Cognitive and actionable communication occurs, for example, in the learning process.

Conditioned, i.e. exchange of mental or physiological states (smile to cheer up, to piss off a grimace);

Motivational, i.e. exchange of motives, goals, needs, attitudes (come on, come on!).

Business communications are used to organize and optimize a particular type of activity (professional, industrial, scientific, commercial, political, etc.). And since communication is a subject-oriented target activity, the content of each communicative form (lecture, report, discussion, conversation) depends on the communicative intention and the expected result. So, if the purpose of communication is to clarify something, then the content and form of information presentation will be instructive (instruction), narrative (consultation) or reasoning (comment). If it is necessary to refute someone's arguments, then evidence, critical remarks will be used.

In addition, the peculiarities of the current situation and personal qualities partner. For example, to transfer information you wanted to use the deduction method (from general to specific), but in the course of communication you were convinced that the induction method is more appropriate for a given business partner (from special cases, examples to generalization and conclusions).

Business communications

By means business communications are methods of encoding, transmitting and decoding (decrypting) information.

Coding is a way of transferring information from one person to another. Encoding is done using symbols and signs (letters, schemes, sounds, gestures).

The transmission of encoded information occurs through channels. The channels can be broadcast, wires, paper.

Business communication tasks

Communication is subdivided into:

communicative, implying the exchange of information;
interactive, consisting in interaction between participants;
perceptual, meaning the establishment of a relationship between partners.

1.2. Business communication, its types and structure

Business communication takes a significant place in the life of many people, because we constantly have to discuss issues related to the organization of production, the life of the work collective, the performance of official and official duties, the conclusion of various kinds of transactions, contracts, decision-making, paperwork, etc. It acquires special significance for people involved in management. As studies in the field of management show, 80% of the working time of managers at all levels is spent on communication.

Business conversation Is a process of interrelation and interaction, in which there is an exchange of activities, information and experience, presupposing the achievement of a certain result, the solution of a specific problem or the implementation of a specific goal [ 13 , c. 118]. Business communication should have a concrete result - the product of joint activities, information, career, power, as well as the accompanying intellectual analysis and emotional experiences.

Business communication can be roughly divided into direct(direct contact) and indirect(there is a space-time distance between partners). Direct business communication is more effective, the power of emotional impact and suggestion than indirect.

In general, business communication differs from ordinary (informal) communication in that in its process a goal and specific tasks are set that require their solution. In business communication, we cannot stop interacting with a partner (at least without loss for both parties). In ordinary friendly communication, most often specific tasks are not set, specific goals are not pursued. Such communication can be terminated (at the request of the participants) at any time.

There are two types of business communication: verbal and non-verbal. Verbal communication (from Lat. "verbalis" - verbal) is carried out with the help of words. At non-verbal communication means of transmitting information are postures, gestures, facial expressions, intonation, views, territorial location, etc.

The subject of business communication is a common cause. Content of business communication constitutes a socially significant joint activity of people, which implies coordination of actions, understanding and acceptance by each of its participants of the goals, objectives and specifics of this activity, their role and their capabilities for its implementation.

The purpose business communication is the organization and optimization of a certain type of joint substantive activity. In addition to the general purpose of business communication, it is possible to single out personal goals implemented by the participants in the communication:

1) striving for personal safety in the process of social activity, which often manifests itself in avoiding responsibility;

2) striving to improve their living standards;

3) the desire for power, i.e. the desire to expand the scope of their powers, move up the career ladder, get rid of the burden of hierarchical control;

4) the desire to increase their prestige, which is often combined with the desire to strengthen the prestige of the position held and the organization itself [ 11 , c. eleven].

In addition to the main goals, business communication has and psychological functions:

Binding - I and You. For example, we are writing a scientific article together.

Formative - I am like YOU. For example, I am learning from you to write a scientific article.

Confirming - I am like that. For example, I realized that I can write a scientific article.

Emotionally organizing - We. For example, how nice it is to work together.

Distinctive features of the circumstances of business communication:

1. Community of goals, or motives, or activities.

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

3. The interconnectedness of the participants - the system of social roles and the hierarchy of communication.

4. Regulation of forms of communication.

The concept of "business communication" emphasizes the feasibility and possibility of breeding subjective desires and objective conditions in the process of personal interaction.

In the case of business communication, the desire to communicate is secondary to the need. Compulsion is the main feature that distinguishes business communication from ritual and interpersonal.

The formal context of business communication is the organization.

Organization- a form of uniting people with functions and structure given by the external environment, existing independently of the specific people interacting in it.

Considering the socio-psychological structure of business communication, we highlight:

1) system of social roles- bosses, colleagues, subordinates, partners, clients, in which the subjects of business communication act.

Boss- a person who has the right to dispose in a given social and professional space-time due to external circumstances and the presence of special properties. The role of a boss requires the ability to decide, organize, command, control, reward, and punish.

Colleague- a person who is with another in the same professional community and close social and service status. This role presupposes a relationship of equality, professional interaction, professional loyalty and ethics.

Subordinate- This role requires the ability to perform, follow the rules and obey. The boss and the subordinate must keep their distance from each other.

Partnerships- this is a relationship in which there is 1) awareness of the mutually beneficial cooperation, 2) the presence of a common gender of activity in a certain space - time ("we cannot live without each other"), 3) development of a strategy of behavior that allows you to preserve the relationship and "face" of each partner ...

Business communication goals

Back to Business Communication

Business communication is of paramount importance for people who are involved in management. As studies in the field of management show, on communication and communication, according to averaged data, about 80-90% of the working time of managers of all known levels is spent.

The goals and values ​​of business communication. Communication goals Business communication, its types and structure

Business conversation

What is Business Communication?

Ethics of Business Communication

Psychology of business communication

Business culture

Features of business communication

Definition of the concept

What it is?

Peculiarities

Functions

Principles

Moral foundations

The norms of the culture of behavior

Types of business communication

Social foundations of business communications

Communication of professionals

Healthcare sector

Business communication goals

Business conversation

Introduction.doc

Business communications

Business communication tasks

1.2. Business communication, its types and structure

Business communication goals

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The goals and values of business communication. Communication goals Business communication, its types and structure