Business communication: principles and features

Business communication is a communicative process in various business areas, as a result of which the participants transfer information, activities and experience in order to find solutions to certain issues and achieve the desired results.

Business communication, in contrast to domestic, is characterized precisely by the tasks set and the search for their solution. Such a concept has a specific characteristic and traits.

• Business communication is not a separate process, but part of collaborative interaction between people. Thus, it organizes this very activity.
• The content of the conversation is determined by the subject of communication. Subjects may create some services (for example, advertising or economic); discuss an important issue (political, scientific and other); produce a particular product, develop projects, draw up plans for future work, share experiences.
• In business communication, the subjects (subordinates and superiors) influence each other through various types (persuasion, suggestion, and others).
• This communication is based on a set of knowledge and abilities of its participants. During the conversation, not only the acquisition, but also the development of this knowledge takes place. Thus, it is through business interaction that the professional competence of each employee is increased.
• Business interaction is determined by moral norms, business traditions of the institution, status framework and code.

Under the code in this area refers to the rules, which include several principles.

• Cooperativeness, that is, making the necessary contribution of each employee.
• Information sufficiency. No need to keep silent, but you should not delay the monologue.
• Information quality, which implies honesty.
• Expediency. The main thing - to adhere to a given direction of conversation, not deviating from it.
• Persuasiveness of arguments.
• Politeness. The lack of dismissive tone and sarcastic remarks against other employees.
• The ability to listen and understand the thoughts of the interlocutor, taking into account his individual characteristics. This is necessary in order to prevent a possible conflict situation.
• The ability to clearly and concisely express their thoughts. Every participant in business communication should have the right speech, which will help to correctly highlight accents with the help of intonation.
• Ability to accept criticism and eliminate working deficiencies.

Business communication exists in order to organize fruitful relations between employees and manage this joint activity.

This type of communication is designed to perform three functions:

• communicative, which consists in the fact that the participants in the conversation exchange information among themselves;
• interactive, where, in addition to information exchanges, there is also an exchange of action;
• perceptual, in which participants get to know each other and come to an agreement.

The process of business communication is based on the principles that are the basis of successful cooperation.

• The principle of interpersonal. Despite the fact that communication in the business sphere is primarily aimed at solving certain problems, it is one way or another interpersonal contact between people. The personal qualities of each employee, the attitude of the employees towards each other are inextricably linked with their joint activities.
• The principle of focus. Business communication always has an ultimate goal. But along with the open goal (to find a solution to the problem) there may be personal goals for each participant in the conversation. For example, an employee reads a report on a given topic, but also wants to “shine with intelligence and eloquence” in front of colleagues.
• Principle of continuity. Business contacts during joint activities take place continuously. Information from one employee to another is even transmitted non-verbally, any behavioral elements are significant. Even silence speaks volumes. It is important to monitor the reaction of participants in the conversation in order to read both explicit and hidden messages.
• The principle of multidimensionality. In business communication, not only information exchange takes place, but also the regulation of relations. Emotional reactions to the interlocutor can be both positive and negative.

There are principles that are moral in nature and are an integral part of business communication.

• The principle of decency. Each person must act according to his conviction, otherwise it will look hypocritical. In the business sphere, it is important to fulfill these promises, to help colleagues without throwing them into a difficult situation.
• Principle of responsibility. Each employee should be aware of the responsibilities assigned to him and be able to cope with them, without letting down either the manager, or colleagues, or the organization as a whole.
• Principle of justice. It is especially important for the leader. You can not be biased in relation to any employees and on the basis of this form an opinion about their work. Such an assessment is a priori biased. It is important to listen and take any other position. This indicates, above all, respect for all business partners.

Each country has its own peculiarities of etiquette, which depend on the mentality of the people. Of course, there are norms that are universal for all countries, for example, a handshake at a business meeting and in the successful conduct of negotiations. But an appeal to unfamiliar people or to the head by the name of the patronymic is characteristic only for Russia. The Russian people have peculiar features of business etiquette.

• In Russia, punctual people are valued.therefore, the delay of one of the partners to negotiate, even for five minutes, can disrupt the planned deal. After all, the delay is regarded as disrespect, especially when it comes to business. This rule is clearly traced in the phraseologism “time is money,” which tells how Russian businessmen value every minute.
• Business etiquette applies to clothing. In a serious company, there are high demands on appearance: it must be strict (short skirts or dresses, as well as high-heeled shoes are unacceptable).

• Business relations in Russia are impossible without compliance with the rules of speech etiquette. This is especially true of listening skills. It is necessary to listen to your opponent, and only then speak out for yourself.When reading even the most boring report by one of the employees, it is imperative that the interested view be depicted, otherwise inattention will be regarded by others as disrespect for a colleague.
• In the Russian business sphere, they take very seriously keeping commercial secrets. If one of the employees “merges” one or another secret of his organization, his reputation will be irreparably damaged. The disclosure of secrets threatens dismissal.
• If there are business negotiations with an important delegation in Russia, then all the employees are thoroughly prepared for her arrival. The business meeting ends with a buffet, which testifies to the hospitality of the Russian people. And the width of the reception directly depends on the importance of the guests.
• Subordination - This is an important rule of business etiquette in Russia. There is a strict line between the boss and the subordinate, which does not tolerate any familiarity. A manager should not let go of any jokes about his workers, as well as employees should respect the boss.
• Women and men work in business equally., no privileges for one or the other sex. The same applies to age differences. It so happens that a manager is younger than some of his subordinates, but this does not mean that they should behave with him disrespectfully and dismissively.

These are the rules of business relations in Russia. As for other countries, they have peculiar and interesting features of etiquette, different from those to which the Russian people are accustomed.

• In Americafor example, business communication is more fluent. When meeting staff, they can speak on abstract topics that are not related to work, while calling each other only by name. Celebrating a successful deal can turn into a trip to nature or to a resort.
• The British they do not prepare too thoroughly for the upcoming business negotiations, because they believe that only in a lively conversation you can find the right solution. This nation is restrained in its behavior, and at the same time it values ​​its titles and titles. The British do not give each other gifts after business negotiations, but from a joint campaign in the restaurant will not refuse.
• In Germany business relations are subject to strict canons. It is unacceptable to appeal to opponents on "you", as well as late. As for the appearance, except for a suit with a tie, for men, another form of clothing is excluded. In this case, you can not even unbutton the button on the shirt collar. The Germans are sensitive to the preparation for business negotiations. They like to plan each point of the conversation, while paying special attention to the documentation. The contract clearly spelled out paragraphs on the violation of certain obligations, as well as the subsequent penalties.

• In France There is no particular punctuality. Of course, nobody likes being late, but the French are more loyal to them. At the same time, it is important who according to the official status is a late employee. If this is a superior person, then his punctuality will not be perceived as personal insult or disrespect. In business negotiations with the French, beautiful language and an interesting statement of thoughts are appreciated. As for gifts, they are not forbidden. But it is advisable to donate something intellectual, for example, the publication of a book.
• Italian people quite temperamental and used to openly express their feelings. Therefore, when meeting employees, an active and even long handshake is not considered a violation of the norms of business etiquette. Restraint during negotiations is uncharacteristic for Italians. They are distinguished by loud speech and active gestures.But to the appearance of strict requirements - clothing must be elegant, and not only at a business meeting, but also in everyday life.
• Spaniards Do not consider tardiness a bad form. Business meetings have lasted for a long time, sometimes even a conversation can go in a different direction. Employees often invite each other to visit. As for gifts, they are valid.

• Business relationship in China based on strict adherence to the rules of punctuality. When meeting partners, they bow to each other or shake hands. Gifts at a meeting not only are not forbidden, but are considered the norm. In this case, the presentation of the gift is accompanied by an original ritual - first, the employee must refuse the gift, but when the colleague insists, he will still accept it. As for the talks themselves, they are held in a friendly atmosphere, but they can last for a long time.
• When meeting in Japan employees bow low to each other (less often shake hands). At the meeting it is impossible to touch business partners by the shoulder or call by name. Punctuality is the unshakable rule in Japan. Negotiations are held restrained and "essentially." The Japanese are stingy with emotions, but are very scrupulous at the conclusion of the transaction, so they always ask a lot of questions.
• Concerning Indiathen, when meeting a man, it is customary to shake his hand, and for a woman to bow with his hands folded at his chest. Being late for business meetings is considered bad form, so in this regard, Indians are always punctual. The meeting itself is always held in a friendly atmosphere. Invitations to visit are common in India, they are regarded as a sign of respect.

• In Turkey great attention is paid to the appearance of business partners. Negotiations do not exclude bidding, so initially the prices with requirements may be overestimated. When inviting guests to the Turks, the rules are also followed, for example, shoes must be removed before entering the house. As a gift it is better to present something from sweets or flowers.
• Concerning eastern countriesthen it is not customary to be late for business meetings. The negotiations themselves are lively and intensively, several topics can be in sight at once, it is important to follow the development of the thought of the partners. An interesting feature is the fact that the upside down in business communication is considered disrespectful posture. It is not forbidden to give Muslims a gift - it is better that it be some kind of silverware, an original pen or a set of china.
• Latinos value punctuality and strict appearance (suit and tie). When meeting, they are limited to shaking hands, but at the next meeting you can hug a business partner and even kiss on the cheek. Latinos like gifts, especially in beautiful packages.

The art of business communication is subject to ethical standards. They need to adhere to the head of the organization, and subordinates.

They are as follows.

• It is important that the organization can boast of a cohesive team, which is achieved thanks to the diligence of the leader. He must create a comfortable environment for employees, and respectfully treats each of them.
• It is important to assist staff in a timely manner in the implementation of certain orders. If the task is done in bad faith, you should not immediately criticize the subordinate, emphasizing his shortcomings. Perhaps the employee did not fully understand the essence of the order. Should understand the reasons.
• If a manager fails to comply with an instruction, he must make an appropriate remark to the employee, this is within the framework of the ethical standard of business communication.At the same time, it is better for the boss to speak out in a one-on-one setting so that the dignity of the worker is not publicly denied.

• When criticizing, one cannot “become personal”, otherwise there is a risk of insulting a subordinate and provoking a conflict. Criticizing, it is better to use the "sandwich" method, which consists in the fact that you first pronounce the compliment, then the remark, then the compliment again.
• It is important for the manager to be fair - to encourage and reward the employee for any merit not only financially, but also morally (for example, publicly praise or set an example to others).
• In order to avoid communicative barriers, you need to trust your team, and it is important that the team trust the leader. Therefore, all sorts of manipulations and other dishonorable forms of human exposure should be excluded from business interaction.
• The chief must be able to choose the forms of orders situationally. For example, orders must be used in extreme situations, as well as for an unscrupulous employee.

Requests are more trustworthy order forms. Here the employee has the right to express his opinion on the order. The order may be heard in the form of a question, which, in turn, will encourage some of the subordinates to take up this assignment.

There are the following rules.

• In expressing his opinion, the head is important tactfulness and politeness. Removed command and imposition of its position.
• The leader must be aware of all joyful or unpleasant collective events, so subordinates should inform him about them.
• Nobody loves toadies, therefore constant cheering for the boss can be regarded incorrectly, and relations with him will only deteriorate. You should not go to extremes and be too categorical. Eternal failures will not be a guarantee of good reputation.
• If the subordinate needed the help and advice of the management, then you should apply for it directly to your boss, and not to your superior person. Otherwise, there is a risk to make your leader incompetent, which will negatively affect his authority.
• If the manager gives a responsible instruction to one of his subordinates, then the employee must discuss the “freedom of action” granted to him and the rights in this case he has.

Need to know the following.

• It is important to be friendly towards all members of the organization. Despite the competition, employees are one common team.
• In a business relationship, tactless personal questions are unacceptable. If an employee has a problem, he can ask for advice himself, it is impossible to impose his opinion on him.
• In a relationship with colleagues, do not pretend to be who you are not. If the conversation turned into a channel in which any of the workers is incompetent, it is pointless to try to shine with the mind, there is a risk to set yourself not in the most favorable light.
• Colleagues should be contacted by name or first name and patronymic (depending on the age and degree of familiarity with this or that employee).
• In business communication with employees, any bias and prejudice are excluded. Therefore, you should not listen to gossip about your colleagues and, especially, you should not spread them yourself.
• You can express sympathy for one or another employee with the help of non-verbal communication - a look, a gesture. It is enough just to smile at him, without taking his eyes off.

• It is unethical to use one of the employees as a means of achieving a mercenary goal. Likewise, you can not "substitute" the employee to get the benefit.As you know, “digging a hole for another” is always the wrong decision.
• If the manager gave a group task, his own duties should be separated from the duties of a colleague so that they do not overlap with each other. If it is difficult to do it yourself, you can ask for help from the boss.
• It should be aware of their responsibility for the implementation of a common task, and in case of failure, do not shift the blame on colleagues.

Business communication is divided into several types, between which the ratio can be traced.

• Verbal, that is, language interaction. Communication takes place with the help of speech, pattern expressions, stable constructions, phraseological turns inherent in the business sphere.
• Nonverbal, that is, non-linguistic interaction. Communication is carried out with the help of gestures, postures, glances. Non-verbal signals convey feelings and emotions.

There are several types of business communication.

• Conversationwhen employees exchange information among themselves and express opinions on a particular issue or problem. Usually the conversation precedes or is part of the negotiations. This is the most common form of interaction. Interview can supervisor with subordinates and colleagues. For the conversation does not always require a formal atmosphere.
• Conversation. They are carried out with the specific purpose of concluding a transaction, contract or agreement between the parties concerned (this can be both partners and competitors). A personal meeting is not always necessary for negotiating; sometimes you can limit yourself to correspondence or a phone call.
• Dispute. In this form of verbal communication, opinions are confronted with respect to any issue. This is a kind of struggle between different points of view and defending one’s position. Dispute forms are dispute, discussion, controversy and others.
• Meeting This form of teamwork is aimed at discussing issues in which experts participate.
• Public speaking. As a rule, this is part of a mass event, where the speaker presents his report on a given topic. This form of business communication is characterized by a time limit, and the speaker's speaking skills are also important.
• Correspondence. It includes the following documents: letter, request, notification, notification, email, confirmation, and others.

In some form of business communication (for example, negotiations or a meeting) various communication tools can be used, for example, telephone, e-mail or Skype. These are operational and affordable technologies that help employees remotely enter into transactions and discuss important issues. But when resorting to these means, we should not forget about the features of etiquette: to be polite and literate.

If a translator is present at an international business meeting, then communication with a foreign partner will have its own characteristics:

• speech should be slow; it is better that the sentences are short;
• the use of hints, national jokes and expressions that are difficult to translate into another language should be excluded;
• Ideally, the translator should be aware of the main aspects of the conversation before it begins, to make it easier for him to navigate.

Business interpersonal communication will be successful in achieving confidence in the conversation. Several points contribute to raising the level of confidence.

• Friendly attitude. The tense atmosphere in the work will be a serious barrier to the establishment of trusting relationships with a business partner.
• Competence of the interlocutor in the discussed issues. In case of poor orientation in the subject, the employee may make the wrong impression, and the trust is lost not only to him, but to the organization as a whole. It is important to be able to answer any questions so that opponents have no doubts about cooperation.
• The right speech, a clear statement of their thoughts. Words should be clear, it is better to speak in unambiguous phrases that can be interpreted differently than expected.
• Open demonstration of every intention. Communication must be reliable without any distracting maneuvers, otherwise the interlocutors will not trust each other.

During a business conversation, it is worth refusing from negative statements about your interlocutor, as well as tempering your own self-esteem. When communicating, you can defend your beliefs, but do not forget that the other side also has its own position, which must be taken into account.

When business communication is not excluded stressful situations. With the help of stress, the nervous system is protected from irritants. Stress can occur in this area due to:

• contradictory requirements;
• misunderstanding of their role in the common cause (what exactly is "my role" and "my contribution");
• apathy towards activity (uninteresting work is a source of a chronic nervous state);
• external factors that interfere with the fruitful work (it can be noise, cold and other uncomfortable conditions that prevent concentration);
• large amount of work;
• fear of making a mistake, ruining your reputation, being less useful than all other employees.

Stress usually occurs because of a working conflict between participants in business communication. There is a special tactic for both the manager and the subordinate. It is designed to prevent nervous conditions, and thus achieve an effective result.

The manager must:

• to try to accurately assess their subordinates, to give them tasks commensurate with the level of complexity of their abilities;
• not be annoyed when an employee refuses to perform a particular task, it would be better to discuss with him the reason for the refusal;

• it is necessary to clearly define the functions and powers of each employee in order to prevent possible conflicts;
• Do not forget about the compromises, apologies, concessions. The irony and sarcasm against the subordinates should be abandoned;
• it is not necessary to adhere to the same leadership style, it should be appropriate, and the peculiarities of the workers should be taken into account;
• criticism of the subordinate should be constructive, in no case should he be humiliated or questioned his personal qualities;
• you need to have a trusting relationship with employees and support their initiative. There is evidence from a US study that subordinates were less likely to suffer from diseases, if they felt that the boss supported them in nervous conditions.

Slaves need to:

• in case of dissatisfaction with working conditions and wages, it is necessary to first assess whether the organization can improve these parameters, it is worth discussing this problem with the manager. It is important that the monologue does not look like a complaint or accusations. The main thing is to achieve a solution to the problem, and not to aggravate interpersonal relations;
• If you are overloaded with work, you should not charge additional orders for yourself; sometimes you have to be able to refuse. The main thing is that the refusal does not look harsh, it is important to make it clear that you can perform a new task if you are relieved of several already existing duties;
• if the order is not clear, do not be afraid to ask for clarification. This will relieve the stress of doing the job, which is not completely clear;
• negative emotions are better splashed in an acceptable form. It is not necessary to conflict with the boss or colleagues, it is better to break the old paper, and on a day off to do active sports (football, tennis) or visit the fitness room.These are more reasonable exits for anger;
• if the work is too stressful, you should periodically rest from it. Ten to fifteen minutes during the day to relax will be enough to keep the work productive;

• it is better to plan your activities in advance, including backup plans in case of failure. Absent-mindedness can provoke stress, and if there is an additional plan, it will be possible to isolate yourself from excess nerves;
• during negotiations it is better to think carefully about the strategy, including the opposition of the opponent, in order to quickly navigate the dialogue. There is a law in psychology - if you unconsciously be ready for a negative outcome and mentally experience it, then, in case of failure in reality, it will be easier to cope with it;
• It is worth separating the working relationship with the personal. It happens that in one organization relatives or spouses work, therefore it is better in that case to agree in advance on adherence to business etiquette.

Knowledge of business etiquette is only half the success. It is also important to know how to improve the efficiency of a particular type of business communication. The main factors that contribute to the success of teamwork.

• The manager should create favorable conditions for the employees to be comfortable discussing certain issues. Such an environment will contribute to the development of friendly relations in the team.
• The meeting is important to organize on time, while it is important that employees are ready for it.
• In order to avoid conflict situations (criticism, complaints, reproaches to each other), the manager must create a relaxed but working atmosphere. It is important that each participant in the process feel significant. But the main thing here is not to overdo it with ease, otherwise the business meeting will resemble a meeting of friends.
• Be sure to keep records. The head can take notes in a notebook about specific proposals and about who these proposals were put forward. During the meeting, the necessary information will be accumulated in writing, which can later be applied at work.

• Every employee must be involved in the process. Everybody is obliged to speak out, and it is better to give the floor from the younger in status of employees to the older ones. Inexperienced workers will not have a feeling of fear of speaking after voicing the opinions of the management, so it is better to give them the floor first.
• The manager must take into account the opinion of each member of the group If the opinion is wrong, then it makes sense to understand the reason for the emergence of this position, otherwise the employee will not change it.

For successful interaction between employees you need to learn the basic rules of daily business etiquette. And they are required to spread to each person, not only to the boss. The presence of stable, standard formulas are an integral part of building collective relationships at any job.

Communication at a business meeting is as follows:

• greeting happens first. Men should be the first to greet women, and those who are younger in age or status will greet the older generation or leaders;
• for dating you must introduce yourself. Usually this scheme looks like "Hello, I (name), glad to meet you";
• the greeting can be completed with a business compliment (this is not praise or flattery) in order to win over the interlocutor;
• for a business conversation to go well, you need to be ready for it and think over your speech. It is important that a trusting and friendly atmosphere reigns;
• After the solution is found, the business meeting needs to be completed. The main thing - you should not say goodbye forever, it is better to hint the interlocutor to continue further cooperation.

If an employee has lost a loved one or someone from his environment is sick, it is important to express sympathy in this situation. But the form of manifestation of sympathy must have a restrained form. It is important to take into account the emotional reactions in men and women. Men need to sympathize with a few words, a handshake or a sympathetic touch on the shoulder. It is important for a woman to ask about what happened and listen to her.

As for speech forms, with the help of which one can express sympathy, the optimal form would be the expression: “I sympathize with you”, “I am sorry for you” or “I regret”. You can turn to more open forms, for example: “How did this happen? " "How can I help you? "Or" How are you feeling now? "

It is necessary to know these rules so that business communication does not go beyond, does not provoke conflict situations.

In the next video you will find the secrets of communication from Radislav Gandapas.