Business communication – psychology, rules, the principles, ethics, styles, books

Business communication – psychology, rules, the principles, ethics, styles, books

The type of communication meaning exchange of information in the social and legal and economic sphere – business communication. It is applied to the solution of different tasks, for example, in the commercial and scientific sphere. This type of communications has a number of features and the functions.

Bases of business communication

Refer to distinctive feature of this type of interaction that the subject of communications always matters, and the subject – is accurately defined and known. The concept of business communication includes several stages:

  1. Acquaintance at which there is an installation of contact and the self-presentation. At the same time interlocutors exchange general phrases.
  2. At the second stage the interlocutors seek to understand opinion of each participant of a conversation and to present the position.
  3. There is a discussion at which the arisen business matters and tasks are considered.
  4. Interlocutors solve the arisen doubts and come to the optimal mutually advantageous solution.
  5. The last stage means completion of communication.

Business communication has such task – productive and effective cooperation of people who can have the benefit. It includes three processes which supplement each other: perception and understanding of the interlocutor, exchange of information and actions. For business interaction there are certain rules and norms which have to be observed by all participants of communication.

Functions of business communication

This term is understood as tasks which are carried out by this type of communications in the course of social life. The structure of business communication distinguishes such types of functions:

  1. Perceptual. Means perception and understanding of other person in the course of communication. The emotional component is of great importance.
  2. Information. There is an exchange of information between interlocutors that demands activity of all participants. Here interaction of thoughts, feelings and behavior is observed.
  3. Interactive. Means regulation of behavior and the organization of own activity. The person can influence all components of work of the partner.

Rules of business communication

In administrative activity the correct communication directed to achievement of a specific goal is of great importance. Skills of business communication mean accounting of such rules:

  1. It is necessary to speak accurately, without excess information that the interlocutor captured an essense.
  2. The speech should not be monotonous, too slow or fast. It is necessary to speak so that it was clear and interesting.
  3. Use questions which can be closed in dialogue, that is mean the short answer, or opened, assuming the developed answer.
  4. Business communication is constructed on mutual respect therefore it is necessary to be able to listen and not to interrupt the interlocutor. Interest can be shown gestures or a look.
  5. If it is necessary to deliver a speech, for example, on the presentation or on a planning meeting, then previously think over the plan of the speech which has to include the introduction, the main part and a result.

Ethics of business communication

There are two groups of rules entering business etiquette: the norms used at communication between people equal under the statute and the norms defining the nature of relationship of the head and subordinate. The etiquette of business communication means the friendly and polite attitude towards partners or employees, irrespective of personal likes and dislikes. It is important to respect the public rules of language behavior and standard formulas, for example, hello or be so kind as.

Styles of business communication

There are several styles of business communication with the features:

  1. Authoritative. The subject constantly strives for superiority and suppression of the interlocutor. The lack of aspiration to understanding and respect is characteristic of this style.
  2. Dialogical. Communication happens as equals and such features of business communication are characteristic of this style: mutual understanding and respect, trust, openness and cooperation.
  3. Alterocentrichny. The style is based on systematic concentration of attention on other participants of a conversation. The person has to sacrifice the interests to satisfy aspiration of the interlocutors.
  4. Manipulative. The style is based on use of the interlocutor in the mercenary purposes for obtaining benefit, that is partners are only means.
  5. Conformal. The subject is guided in communication on imitation and submission under the interlocutor. There is an unwillingness to be a witness.
  6. Indifferent. Almost total rejection of normal interaction and desire to replace it with the fast solution of the existing business problem.

Types of business communication

Certain types of business communication are known and it is possible to carry to main types:

  1. Direct and indirect. As the first form understand the business communication happening between partners, and as the second – a conversation with the help of technical means.
  2. Verbal and nonverbal. The first option means communication with use of words, and the second – by means of a mimicry, gestures, poses and so on.

There are different forms of business communication:

  1. Meeting. The collective gathers to discuss the vital issues.
  2. Public statement. The person provides certain information before the colleagues or other group of persons.
  3. Conversation. At such business communication there is an exchange of information concerning an important subject, but the decision should not be made surely.
  4. Negotiations. The purpose of communication consists in adoption of the correct decision, and it has concrete focus.

Business communication with colleagues and administration

Ways of behavior and action in many respects are defined by a social role of the person. The chief, the colleague, the subordinate, all this the different statuses having the norms. Ethics of business communication includes such rules in the organizations:

  1. From the head the emotional self-control as the relations in collective and result of work depend on his behavior and decisions is required.
  2. The conflict of interests of the head and subordinate has to be solved alone as public reprimands will have negative consequences.
  3. The subordinate should not suffer insults and it is necessary criticize structurally, speaking in a correct form.
  4. Colleagues have to understand the equality and support each other. Different setups, desire to be allocated at the expense of others will spoil the relations.
  5. Business communication demands presentation of equal requirements to all employees.

Business communication by phone

In the business sphere the communication by phone is important, and it includes such stages: a greeting, representation, specification of existence of time for a conversation, the description of a problem, questions and answers, and the end of dialogue. There are rules of business communication by phone:

  1. Previously it is worth checking number and to consider a subject and questions for a conversation.
  2. Average time on a business conversation – 3-5 min.
  3. It is impossible to make calls early in the morning, during a lunch break and after the working day.
  4. If the call was interrupted, then the one who was an initiator of a conversation has to call back.

Business communication on correspondence

One of forms of communications is business correspondence which with the advent of the Internet became very widespread. Stages of business communication correspond to such principles of correspondence: mutual respect, attention for the interests of the partner, punctuality in exchange of information and confidentiality. There are basic rules of correspondence:

  1. It is important to specify a letter subject, having issued it it is accurate and competent.
  2. Greeting and the personal address to the addressee that gives to the letter concrete orientation and creates trust.
  3. Quickly respond to letters, so, times the period in 2-3 h is optimum. If it is impossible to invest in this limit, then it is necessary to write that the letter is received and the answer will be sent in such limit.
  4. Information should be stated correctly and in a suitable look, for example, volume has to be located in one screen, files to be packed into archive, the reply to the letter to be above, and language to be the most clear.

Psychology of business communication

For the negotiator it is important to learn to build dialogue, following rules of etiquette and understanding individual traits of the opponent. Main psychological aspects of business communication:

  1. Availability of full information on the interlocutor therefore it is necessary to collect the main data previously.
  2. It is important to formulate clearly thoughts and to control logic of statements of the partner.
  3. The psychology of business communication is based on sincerity, coolness and goodwill.
  4. To win over the interlocutor it is necessary to use different tricks, for example, to mention in a conversation a name of the interlocutor or in time to tell it a compliment, and still to use nonverbal language.

Conflicts in business communication

During communication there can be conflicts and the main reasons provoking them: problems in working conditions, different education and opinion on the same question, problems in interaction with people and so on. The purpose of business communication is to come into contact with people therefore recommendations about solution to the conflicts will be useful:

  1. It is necessary to define the cause of conflict and opinion of the opponent.
  2. Identification of actions which are inadmissible for both partners in the solution of a controversial issue, and definition of the purpose promoting a fast solution.
  3. In common options of actions which will help to finish the conflict are defined.

Books about business communication

Better to understand this subject and to study all details, it is possible to read the corresponding literature. Well proved such books:

  1. How to improve communicative skills A. Barker. In this book the culture of business communication is described, advice is given how to hold the interest of large audience, to come into contact with colleagues and to win interlocutors.
  2. Full course G. Kennedy. The author offers the interesting guide which will help to learn to conduct negotiations correctly. He analyzes popular practicians, allocating the most effective of them.
  3. Rules of business communication. 33 it is impossible and 33 it is possible N. Zvereva. The author explains the principles of business communication and tells how to become interesting interlocutors.

Author: «MirrorInfo» Dream Team