Psychology of business communication

Today, business people have many ways to communicate with customers, colleagues and other interested parties. Understanding the nature of business communication can help in achieving the goals of the company and in the daily management of it.

In psychology, the term "communication" means the exchange of information between people through a common system of symbols. This definition of communication includes two aspects:

• Firstly, there is something that is transmitted, for example, facts, feelings, ideas, and so on. This means that in the process of communication, someone must receive the transmitted information.
• Secondly, the above definition emphasizes the element of understanding in the process of communication. Understanding will be achieved only when the recipient of the message understands it in the same sense as the sender. Thus, the correct interpretation of the message is of great importance.

Business communication is the exchange of information, facts and ideas related to the business. In this age of globalization, every enterprise, large or small, requires proper business communication, both in the internal and external environment.

The main characteristics of business communication include the following components:

• Segmentation Even in small organizations, it would be a mistake to assume that all employees have the same needs, interests, and desires when it comes to business communication. Effective business communication is segmented to meet the needs of specific audiences. For example, employees working in an administrative environment will have different needs and different access to information than employees working in a production environment.
• Concreteness. Effective business communication should be specific, and the more specific it is, the more it meets its specificity.
• Accuracy. When information is inaccurate, its credibility is lost. The sender of this information also loses confidence. Effective business communication should be accurate both in terms of transmitted content and in terms of simple things that include grammar, spelling and punctuation.
• Timeliness. Employees should be aware of what is happening in their organizations and in the external environment, as this affects them. Communicating in a timely manner with employees is more difficult than ever before, but it is important for effective business communication.

• Repeatability. If a message is sent only once, you cannot be sure that it has reached the recipient. Effective business communication requires frequent communication to ensure that all employees have the necessary information. In addition, employees change, some leave, others join the company, and all this requires updating information.
• Multichannel. Business has many channels of communication - from traditional ones (print, bulletin boards, meetings) to new ones (e-mail, blogs, social networking sites). All these channels must be used to ensure that employees receive information in different conditions.
• Immediacy. According to experts, direct communication is still the most effective, and it should be used whenever possible. Of course, in very large organizations this can be difficult, but even then alternatives may include video conferencing or the use of webinars.
• Availability of feedback. Employees should be able to share their feedback, opinions and thoughts with managers and employers. Bilateral communication is effective for both employees and employers.

Sometimes you have to work with someone you don’t like, or who you just can't stand. But for the sake of your work, it is important to maintain good business relations with them. In this case, try to get to know the person. He probably knows perfectly well that you dislike him, so take the first step: start a confidential conversation, or invite him to have dinner together. During the conversation, focus on finding things that you may have in common: ask about family, interests, past successes.

Corporate culture is important for successful business communication. It contributes to the maintenance of business etiquette at work, in addition, research in this area shows a direct relationship between corporate culture and the trading turnover of companies.

Experts call six basic psychological principles of business communication:

• Reciprocity. Reciprocity in business means mutual expectations in the exchange of values. If one person gives something, it is expected that the recipient will also give something in return. Reciprocity creates trust between partners, and their relationship develops for the better.
• Persuasiveness Knowledge of the product, trends, research results in the field of negotiation will make you much more convincing. It is important to show your awareness in order to gain the trust of your partner.
• Obligation. Always fulfill your obligations, not only written, but also verbal. Remember that even a handshake is a symbol of consent. If you find it difficult to remember what you said at one time or another, write it down. You make the impression of a mandatory person.
• Sequence. Be always consistent in your actions and deeds, and never change your business principles.
• Striving for consensus. Consensus implies that everyone accepts and supports the decision and understands the reasons for its adoption. Consensus is possible between partners if they have common values ​​and goals, and there is agreement between them on specific issues and a common direction.
• Personal sympathy. We are more inclined to interact with people who make it clear that they like us and in whose presence we feel significant. Physical attractiveness plays a certain role in this, but the similarity is also very effective. We appeal to those people who are similar to us in dress, age, socio-economic status.

Communication is ethical when it is direct, honest and mutual. If communication is intended to conceal the truth or harm another person, it cannot be ethical.

Although ethics is not the same as morality, there is a strong relationship between these concepts: morality is ideas about what is right and what is wrong, and ethics are behavioral principles that are influenced by moral beliefs. Therefore, the ethics of communication is highly dependent on moral principles:

• Honesty. In general, ethical communication is honest communication. Although there are times when it would be more ethical to lie, for example, to the alleged killer about the whereabouts of the potential victim, these cases are the exception rather than the rule. Besides, honesty is more than just the truth; it means being open, volunteering any information you have, even if it threatens your own short-term interests. Trust in people is closely related to honesty. Creating an environment of trust is the path to ethical communication in a business environment.
• Openness. Openness is one of the key points of ethical communication. In communication, this means being open to different ideas and opinions, as well as being ready to express your own opinions, even if you do not expect them to be accepted.

• Loyalty. In the context of business communications, loyalty means allocating the necessary time and resources to fully discuss issues. Only then will everyone have a chance to be heard.
• Consensus building. Ethical communication is focused on goals rather than status. The style of communication, in which different groups unite in opposing camps and primarily focus on their own interests, does not give anything to the organization as a whole. Ethical for an organization is a style of communication in which people seek consensus, not opposition, and focus on doing what they can for the company. Thus, since the organization’s assistance is a moral imperative, reaching consensus is an ethical style of communication.

It is believed that there are six main types of interlocutors. To better prepare for important conversations, it is important to know what type you are:

• Reflective. You are a reflective interlocutor, if in the process of communication you feel the mood of your partner. Your speech is soft, calm, you are sensitive, you understand the interlocutor, and you like to build relationships with other people.
• Judge. You are the interlocutor of the type “judge” if you analyze topics and problems, find out the main points, and then effectively explain them to others. You lead the conversation and lead it directly and convincingly.
• Noble. You are a type of “noble” interlocutor, if you like open communication, and it’s easy for other people to communicate with you. You are also focused, and always go straight to the goal.
• MP. The interlocutor of the “deputy” type is diplomatic and uses communication to end conflicts. He also speaks softly, is charming and makes people feel comfortable.
• Socrates. The interlocutor of the Socrates type is well versed in solving problems and convinces others, he likes long debates. He is detailed and well informed, and his opinions are appreciated by others.
• Official. The interlocutor of this type uses communication in order to realize their dreams and become successful at work and at home. This is an insightful and strategically minded type.

Experts say that there are four basic communication styles: analytical, intuitive, functional and personal. No communication style is inherently better than another. But choosing the wrong style of communication for a specific audience can cause problems:

• Analytical style. Communication in an analytical style involves operating with hard data and real numbers. People who communicate in this style avoid expressing feelings and emotions during a conversation. The big plus of an analytical communication style is that you can analyze problems logically and impartially. This means that people see that you are well informed and have a great deal of analytical experience. The potential disadvantage of having an analytical communication style is that you may find it cold or insensitive.
• Intuitive style. Communicating in an intuitive style, you prefer to cover the whole picture entirely and avoid details, for fear of getting bogged down in them. This allows you to go straight to the heart of the problem, rather than consider it in stages. The advantage of this style is that you communicate quickly and accurately, easily delving into large and complex problems.However, in a situation that really requires details, you may not have enough patience.

• Functional style. This style assumes methodicalness, the availability of detailed plans, exact dates. People who communicate in this style are good performers who never miss anything. A potential disadvantage of a functional communication style is that you may lose the attention of your audience, especially when you are talking to intuitive conversationalists.
• Personal style. Communicating in personal style, you feel an emotional connection with a partner, and this allows you to find out what he really thinks. You are a good listener and a good diplomat, you know how to smooth out conflicts, maintain good relations with many people. This style allows you to build deep personal relationships. People often turn to you because you can connect different groups. The disadvantage of this style of communication is that you can sometimes annoy interlocutors of an analytical type who like hard numbers and logical discussions.

See the next video for the most important business communication skills.