Abstract: Basic forms of business communication

Introduction

It's no secret that communication is an important part of running a business. By regularly communicating with colleagues, superiors, subordinates, and clients, we learn about their interests and needs, show ourselves, and present our results. Without the ability to clearly and tactfully express your thoughts, as well as listen to others, it is impossible to realize what you want. Business communication is definitely an art in which tact and a sense of contact with your partner play an important role. At the same time, certain techniques and practices have already appeared that recommend how to express your thoughts correctly and easily; what words are best suited for the chosen topic and for the given setting; in which cases it is worth focusing on the personality of the partner, and in which - on his activities, etc.

It is impossible to do without a culture of business communication in the field of economic, legal, diplomatic, commercial and administrative relations. The ability to successfully conduct business negotiations, competently and correctly draw up a business paper, and much more has now become an integral part of the professional culture of a person: a manager, a manager at all levels, an assistant, an employee. To achieve high results in almost any type of commercial activity, it is necessary to possess a certain set of information, knowledge, ideas about the rules, forms and methods of doing business, and the principles of business communication.

The culture of business communication contributes to the establishment and development of cooperative and partnership relationships between colleagues, managers and subordinates, partners and competitors, largely determining their (relationships) effectiveness: will these relationships be implemented successfully in the interests of partners or will they become meaningless, ineffective, or even cease if partners will not find mutual understanding. A feature of business communication is its regulation, i.e. obedience to established rules and restrictions.

These rules are determined by the type of business communication, form, degree of formality, specific goals and objectives of communicators, as well as national and cultural traditions and social norms of behavior.

They are recorded, drawn up in the form of a protocol (business, diplomatic), exist in the form of generally accepted norms of social behavior, in the form of etiquette requirements, and restrictions on the time frame of communication.

Depending on various characteristics, business communication is divided into:

oral or written (according to the form of speech);
dialogical or monological;
interpersonal or public;
direct or indirect;
contact or triple.

All these factors of business communication form the characteristic features of business speech. So, if business written speech has a bookish flavor, then business oral speech absorbs features of different styles, including colloquial.

A business monologue is a continuous statement by one person. It is relatively continuous, consistent and logical, has relative completeness and is complex in structure. Dialogue is intended for interaction between two or more interlocutors, and when exchanging information, speech partners can change their roles. The dialogue is spontaneous (as a rule, it cannot be planned in advance), elliptical (phrases are more intricate, shorter than in a monologue), expressive. Remote mediated communication (telephone conversation, sending mail and faxes, paging, etc.) differs from contact, direct, increased attention to intonation patterns of speech (oral communication), brevity and regimentation, inability to use gestures and visual objects. as information carriers.

Business communication is a wide range of genre types of written and oral communication.

Business writing, in which dialogic relationships are realized, is represented by all types of business letters, documents establishing social and legal relations - contracts (agreements), agreements and all types of related documents.

Oral business speech, in which dialogical relationships are realized, is represented by the genres of business negotiations, meetings, consultations, etc.

Meetings are a special type of protocol communication, in which for the most part business speech is presented in a monologue, not only of a written nature, but also existing in two forms at once - oral and written.

Today, the scope of business communication is expanding. Advertising and social communication are becoming an integral part of business communication. The success of an enterprise or business today largely depends on the ability to present your positions in the most favorable light, interest a potential partner and make a favorable impression.

Therefore, in addition to a readable monologue speech, the practice of business communication is increasingly including prepared but unreadable monologue speeches (presentation, ceremonial, opening speech at various meetings), congratulatory letters, and etiquette toasts.

Mastery of all of the listed genres of business communication is part of the professional competence of a modern leader or manager.

About conflicts and emotional intelligence

Energy arises where there is contradiction. There is a fantastic story that describes how earthly civilization was almost destroyed. Because the aliens said, “You couldn't be that good of a negotiator. Apparently, you destroyed the nation with which you were in constant confrontation.” And the planet survived only because they learned that our confrontation is “hardwired” at the gender level. We don’t hear each other, we constantly have to negotiate.

There are systemic points of conflict: you don’t understand the situation as much as I do.

For example, imagine the beginning of a dialogue:

“Darling, I want to calmly, in a comfortable environment, discuss the fact that you are raising our children incorrectly.”

Further communication will be, to put it mildly, energetically filled, but will lead nowhere. We must learn to identify the points from which communication goes in the wrong direction. Communication or negotiations begin with awareness of your emotions:

I realized what was triggering my uncontrollable flow of emotions.
Or I know how to build communications in such a way as to bypass other people’s reasons for launching such a flow.

Any communication is as difficult as you are not ready for it. There are several dozen rules that describe the “minefields” of communication. And the first is a blow to self-esteem. Therefore, women react negatively to the phrase: “Honey, you look great today.” Or, for example, I was invited to visit, and I say: “It’s good that we met here. I need to re-glue the wallpaper. The color of the chandelier is not suitable. Okay, let’s have some tea.”

Let me translate this classic mistake from my example into the language of business negotiations. A man came to someone else’s office, to the head of another department, approximately equal to him in status, and said: “The problem is obvious, it is not easy, I think this is how we should do it.”

In this situation, he has already stepped on two calluses: on foreign territory he allows himself to dictate terms and burden his status partner with meanings. He may be right in essence, but he is wrong in the form of communication.

If I'm interested in creating that tension, I work to get into the confrontation zone. So I'm right, I'm a communicator. If it seems to me that I expressed the right thought, and how I expressed it is not important, then I am a communicator.

Forms of business communication

The generally accepted forms of business communication in the work of managers of any enterprise are business conversations, meetings, meetings, negotiations, conferences, and various business meetings.

Specific genres of business communication can be considered disputation, discussion, controversy, debate, debate, which are often components of such forms of business communication as meetings, gatherings and conferences, and can also have independent meaning.

The features of each form of business communication include the following criteria:

Purpose of the event (why?);
contingent of participants (who? With whom? For whom?);
regulation (for how long?);
communicative means of realizing intentions (how?);
Organization of the spatial environment (where?);
Expected result (what? What is the output?).

Treat others as you treat yourself

A very wise and ancient rule teaches us to put ourselves in the place of another person. It is impossible to do business with someone for a long time if you only care about yourself, especially if it is to the detriment of the other party. In addition to the fact that you work for profit, you also work for your image, and the loss of a good name is also a loss of profit, only on a more serious scale than the benefit from one transaction or relationship with one client. This is how it works: if they treated one person unfairly, they lost more than one. Sometimes this works for short-term goals, but never in the long term.

Business conversation

In business communication there is an independent concept of business conversation. A business conversation refers to a business meeting, a business conversation, and oral contact between employees performing the same task. The purpose of a business conversation is to convince a partner or interlocutor to accept specific proposals. During a business conversation, information is exchanged between specialists dealing with the same problem, new solutions are searched, work is coordinated, and contacts are maintained.

Managers must understand the meaning of a business conversation, clearly understand the rules for organizing a business conversation, and effectively use this type of management activity to develop effective decisions. The main functions of any business conversation include: initiating innovative activities and processes; control and coordination of already started activities and actions; information exchange; mutual communication between employees of the same organization, interpersonal and business contacts; maintaining business contacts with partners in the external environment; search, promotion and refinement of new ideas and ideas; stimulating the movement of human thought in new directions.

The following stages of a business conversation are distinguished:

Preparatory activities;
starting a conversation;
informing those present and justifying the proposed provisions;
End of conversation.

Preparatory activities can be of different types. Most often they are carried out according to the following scheme. The topic for discussion and the composition of the participants in the upcoming discussion are determined. A preliminary date and place of meeting is planned.

The manager must clearly understand the purpose of the meeting and outline a rough plan for its conduct. Of course, many details of the future discussion cannot be predicted, but a well-thought-out plan is a tool with which you can conduct a business conversation.

At this stage, information on the topic of conversation is carefully collected and studied. Sources of information can be scientific works and reports, specialized literature, statistical reports, reporting and planning materials of enterprises, internal memos, personal information, etc. The manager preparing the business conversation, or the group of employees he leads, clearly classifies and analyzes the collected information. The processed and systematized material fills the preliminary conversation plan with specific content.

At the beginning of the conversation, the attention of all those present is fixed on the purpose of the conversation, and a pre-developed plan for its discussion is proposed. The initiator of a conversation needs to develop the right and correct attitude towards the interlocutor, since the beginning of a conversation is a bridge between partners in business communication. Tasks of the first stage of the conversation: establishing contact with the interlocutor; creating a pleasant atmosphere for conversation; drawing attention to the topic of the interview; awakening interest in conversation; interception of initiative (if necessary).

The success of the case largely depends on the next stage: informing those present and discussing the proposals put forward.

The text of the message must be edited in advance; it must be concise and clear in wording; the audience should be informed about the sources of information and the reliability of the calculations performed. It is advisable to illustrate the message with visual material. Proposals put forward must be justified. When arguing, it is necessary to remember the personality of the interlocutor and use terminology that is understandable to him.

A business conversation should end when it has reached its climax, that is, when it is obvious that your interlocutors are satisfied with the answers they received from you. Particular attention should be paid to summing up at the end of the conversation. Key messages should be stated clearly and concisely.

As a rule, business conversations are planned in advance. During the preparation process, the topic of the conversation, the range of issues that it is desirable to discuss, and the main intentions that need to be realized are determined. When conducting interviews, a variety of documents and materials are often used; they also need to be prepared in advance. Particular attention should be paid to working out the flow of the conversation: think through the questions that need to be asked to the interlocutor; determine the desired end result; establish rules and place of conversation; determine its strategy and tactics. On the other hand, you cannot interrupt the interlocutor’s speech; evaluate his statements negatively; highlight the differences between you and your partner; sharply speed up the pace of conversation; invade a partner’s personal account; try to discuss the issue without paying attention to the fact that your partner is excited; do not want to understand the mental state of the partner at the time of the interview.

Researchers have identified factors that make it possible to successfully conduct a business conversation:

Professional knowledge allows you to realize high objectivity, reliability and depth of presentation of information, as well as master the situation;
Clarity allows you to connect facts and details, avoid ambiguity, confusion, and understatement;
Visualization - maximum use of illustrative materials (documents, sources of information, tables, diagrams, etc.), well-known associations and parallels - reduces the abstractness of the presentation of information;
constant concentration - you need to constantly keep in mind the main tasks of the conversation and, to some extent, introduce them to your interlocutor;
rhythm - increasing the intensity of the conversation as it approaches the end;
repetition - repetition of main points and thoughts helps the interlocutor to perceive information;
The element of surprise is a thoughtful, but unexpected for the interlocutor, linking of details and facts;
saturation of reasoning - it is necessary to ensure that during a conversation there are alternating ups, when maximum concentration is required from the interlocutor, and downturns, which are used to inhale and consolidate the thoughts and associations of the interlocutor;
Frames of Information Transmission - French writer and thinker Voltaire once said: The secret of boredom is to tell everything; humor and irony - in a certain situation and dose, they raise the mood of the interlocutors, their willingness to perceive even the unpleasant aspects of the conversation.

LIST OF REFERENCES USED

Bern E. Games that people play. People who play games: Per. from English – M.: 1988.
Braim I.N. Ethics of business communication. – Minsk: 1996.
Volgin B. Business meetings. – M.: 2003.
Golovakha E.I., Panina N.V. Psychology of human mutual understanding. – M.: 2000.
Dunkel Jacqueline Business etiquette. – Rostov-on-Don: Phoenix, 1997.
Debolsky M. Psychology of business communication. – M.: 2002.
Druzhinina G.A., Chaika G.L. Ways to develop professional qualities of a lecturer. Lecture propaganda: issues of theory, organization and methodology. – K.: 2004.
Carnegie D. How to win friends and influence people: Transl. from English – K.: 2001.
Koneva E.V. Psychology of communication: Proc. allowance. – Yaroslavl: 2002.
Labunskaya V.A. Nonverbal behavior. – Rostov: 2000.
Nirenberg D., Calero G. How to read a person like a book: Trans. from English – M.: 1999.
Panfilov A.K. Business style in communication. – M.: 20002.
Pershin G.V., Albov A.S., Levtov V.E. A reference guide for successful business communication. – St. Petersburg: 2002.
Conducting business conversations and negotiations. How to achieve your goal // Ed. L.D. Nikolaeva. – M.: 2003.
Psychology and ethics of business communication / Ed. V.N. Lavrinenko. – M.: 1999.
Kharchenko N.P. The culture of oral and written speech of a business person: Workshop for self-education. – M.: 2002.
Yager D. Business etiquette: how to survive and succeed in the world of business. – M.: 1999.

In modern psychological science, the following types and forms of experiencing feelings are distinguished:

13 pages, 6261 words

Reasons for communication failures in intercultural business communication...

... behavior in business communication 1. Specifics of business communication and international negotiations 1.1 The role of business communication and communication in business The most widespread type of communication between people in society (society) is business communication. Without him …

1. Subject.

2. Moral.

3. Intelligent.

4. Aesthetic.

1. Moral or moral feelings are feelings in which a person’s attitude to the behavior of people and to his own is manifested. Moral feelings include feelings of sympathy and antipathy, attachment and alienation, respect and contempt, gratitude and ingratitude, love and hatred. Among moral feelings, the sense of camaraderie and friendship, patriotism and collectivism, a sense of duty and conscience should be particularly highlighted. These feelings are determined by a person’s worldview—a person’s system of views and beliefs. They are generated by the system of human relations and the aesthetic norms that regulate these relations.

2. Intellectual feelings arise in the process of mental activity and are associated with cognitive processes. This is the joy of searching when solving a problem or a heavy feeling of dissatisfaction when it is not possible to solve it. Intellectual feelings also include the following: curiosity, inquisitiveness, surprise, confidence in the correctness of the solution to the problem and doubt in case of failure, a sense of the new.

3. Aesthetic feelings are a feeling of beauty or, on the contrary, ugly, rough; a feeling of greatness or, conversely, baseness, vulgarity.

4. Above objective feelings rise more generalized feelings (similar in level of generality to abstract thinking), such as: a sense of humor, irony, a sense of the sublime, tragic, and the like. These feelings express more or less stable attitudes of the individual.” S.L. Rubinstein calls them worldview feelings.

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016_Man. Its structure. Subtle World

... to benefit and gain very interesting and instructive impressions. The main existence (of man) is at night. An ordinary person can live no more than a few days without sleep under normal conditions. ... and the invisible Worlds? It refines itself as soon as the activity of the external sense organs and accompanying thoughts fades. The earthly subsides - the Supermundane appears... On the border of sleep already...

The feeling of the comic arises as a result of a suddenly revealed discrepancy between the apparent significance of the character and the insignificance, clumsiness, and general absurdity of his behavior, between behavior designed for a more or less significant situation, and the trivial nature of the situation in which it occurs.

Much more complex than the sense of the comic are humor and irony. Humor assumes that behind the funny, behind the flaws that cause laughter, something positive and attractive is felt. They laugh with humor at the shortcomings of their loved one. Humor combines laughter with sympathy for what is being directed at.

Irony splits the unity from which humor comes. It contrasts the positive with the negative, the ideal with reality, the sublime with the ridiculous, the infinite with the finite. In its pure form, irony suggests that a person feels superior to an object that evokes an ironic attitude in him.

The tragic feeling, as well as the humorous feeling, comes from their real unity. The highest tragedy lies in the realization that in the complex course of life, good and evil are intertwined, so that the path to good too often inevitably passes through evil and the implementation of a good goal, due to the external logic of events, entails regrettable consequences.

Considering the question of the peculiarities of the emotional and sensory world of a person, it is necessary to highlight some forms of experiences.

What are the forms of experiencing feelings?

Affects. Affect (translated from Latin as emotional excitement, excitement) is a rapid and violently occurring emotional process of an explosive nature, which can give rise to actions that are not subject to conscious volitional control. It is affects that are primarily associated with shocks—shocks expressed in the disorganization of activities. The disorganizing role of affect can affect motor skills. Affects are usually accompanied by motor overexcitation, but can, on the contrary, cause numbness, speech inhibition and complete indifference (despair).

Affects are caused by strong stimuli (words, behavior of other people, certain circumstances).

Persons with an unbalanced type of nervous system, with a predominance of excitement, are more prone to affects. In a state of passion, the volume of consciousness narrows; it is aimed at a limited range of perceived objects and ideas associated with experience.

One of the most common types of affect these days is stress. Tension, or stress, is a mental state caused by extreme conditions for a given individual and manifested in stiffness of movements and uncertainty when performing new actions that threaten any danger.

Stress, like affect, disorganizes human activity and disrupts the normal course of behavior. Stress, especially if it is frequent and prolonged, has a negative impact not only on the psychological state, but also on one’s physical health. They represent the main “risk factors” for the emergence and aggravation of diseases such as cardiovascular and gastrointestinal diseases.

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Personality and activity of a musician

... from the surrounding reality, a person who has this property tends to experience it in the form of musical images. The purpose of this work: To analyze the personality and activities of a musician. Objectives: Consider ... and despondency. However, the talent of great artists transforms these negative emotions into the heady wine of poetry and beauty. 2. Activity of a musician 2.1 The play of a child and the play of a musician...

Passions are often related to affects in psychological literature. Passion is a strong, persistent, long-lasting feeling that, having taken root in a person, captures him and owns him.

One should also distinguish between passions and hobbies. “Passion,” wrote Karl Marx, “is the essential force of man energetically striving for its object.” The object of passion can be a variety of areas of knowledge and human activity, certain things, or a person of a different gender. Passions are characterized by persistence, the length of time during which they manifest themselves and control a person.

Hobby differs from passion in its changeability and in the fact that it is organically connected with the basic life attitudes of the individual. Hobbies are most often characteristic of impulsive people, capable of quickly igniting and also quickly extinguishing. A hobby can develop into a passion and can exist side by side with a person’s existing

passion, temporarily even compete with it.

When talking about different types of emotional formations and states, we should highlight mood.

Mood is a relatively weakly expressed emotional state that captures the entire personality for some time and is reflected in a person’s activity and behavior. One mood can last for weeks and sometimes months. The mood can be sthenic or asthenic - joyful, sad, angry, good-natured.

The reasons that determined the mood are not always realized by a person. Mood can be transferred from one person to another during their communication.

A person’s mood significantly depends on his individual characterological characteristics, in particular on how he relates to difficulties.

Let us now consider the concept of “emotion”.

Traditionally, the term “emotion” in psychological literature is understood as:

· Emotion (from Latin - emovere - shock, excite) - a special class of subjective psychological states, reflecting in the form of direct experiences, sensations of pleasant and unpleasant, a person’s relationship to the world and people, the process and results of his practical activity. [1; 436].

· Emotion is a mental reflection in the form of a direct biased experience of the life meaning of phenomena and situations, conditioned by the relationship of their objective properties with the needs of the subject. [2; 407].

Thus, emotion is a direct, temporary experience of some permanent feeling.

P. Bard, D. Cobb and others identify the following types of emotions: emotions are divided into 1) positive (joy, delight, etc.) and negative (anger, grief, fear, etc.), that is, pleasant and unpleasant.

Consequently, the emotional tone of sensations and impressions is the main part of emotions; They also distinguish 2) mixed emotions, when both positive and negative shades are combined in the same experience [; With. 71].

24 pages, 11662 words

Emotions. Regulatory function of emotions

... a person's control over himself and his emotions. Controlling emotions is like a sport: it is useful for a healthy person, but harmful for a sick person. Control of emotions is socially necessary, but for a neurotic or emotional person... the goal of restraining them is one of the important components of a person’s control over himself and his emotions. Six steps to managing emotions: Become aware of emotions. You can't manage what you don't notice. Important …

Emotions differ in 3) intensity and duration, as well as 4) degree of awareness of the reason for their occurrence.

In the psychological literature, emotions are divided into sthenic (from the Greek - stena - strength), which increases the cheerfulness of the body, and asthenic - weakening it; by modality: when there is danger, fear arises, when a loved one dies, grief arises, when something desired is achieved, joy arises.

Emotions are included in all mental processes and human states. Emotions arose as a means of allowing living beings to determine the biological significance of body states and external influences. The simplest form of emotions is the so-called emotional tone of sensations - direct experiences that accompany certain vital influences (for example, taste, temperature) and encourage subjects to maintain or eliminate them.

Domestic and Western researchers point out that the emotional state has an external expression, manifested in facial expressions (expressive movements of the facial muscles), pantomime (expressive movements of the whole body) and “vocal facial expressions” - the dynamic side of speech (intonation, timbre, rhythm, choice of voices ).

In the process of communication between people, expressive movements are enriched, differentiated, acquiring the character of a figurative “language”, a specific code for conveying diverse shades of human emotions and feelings.

Thus, in our work we will distinguish between the concepts of “feeling” and “emotion”, where “feelings” are one of the forms of a person’s experience of his relationship to objects and phenomena of reality, characterized by relative stability, “emotion” is a direct temporary experience of what - constant feeling. However, when considering personality, we will highlight and refer to the emotional and sensory world of a person as a general characteristic.

The formation of a person’s emotional and sensory world is a necessary condition for his development as a person. The objects of a person’s emotional and sensory world are, first of all, those phenomena and conditions on which the development of events that are significant for the individual depends. Formed feelings become leading formations of the emotional sphere. Speaking about the formation of emotions and feelings, about the experiences of a primary school student, as well as about the individual uniqueness of the emotionally sensory world and the creative activity of children of this age, one cannot help but touch upon the problem of the concepts of personality and individuality of a person as a whole.

What is personality and what is its relationship with the concept of human creative activity?

In the general development of man, two interconnected lines are observed - biological and social. They can be clearly seen if we look at the process of human development from the moment of his birth. When a person is born, they say that a person was born as a biological being, but it is by no means possible to say that a personality was born. The process of human biological development is closely combined with the acquisition by him of a significant number of social properties and qualities that characterize him as a social being. In the future, a person enriches himself with knowledge, assimilates moral norms and rules, learns to follow fashion, develops the ability to more successfully perform a particular job, develops and develops in himself many properties and qualities that characterize his own essence. Thus, in the process of social development, a person becomes a personality from an individual. [ ]

Personality is a specific person, in the totality of those spiritual, mental characteristics and qualities that characterize him as an object and as a subject of transformation. Reality based on its subconscious and attitude towards it. Personality is a specific person as a bearer of consciousness and self-awareness. [ ]

Self-awareness is an individual’s awareness of his capabilities in specific conditions of life and activity.

As a person’s consciousness, self-awareness and understanding of the meaning of his existence are formed and developed, a personality takes shape and develops.

A personality is the more significant the more it reflects the tendencies of the social process in its qualities and activities, the more clearly and specifically expressed social features and qualities in it, and the extent to which its activities are individually creative in nature. In this sense, the concept of personality is complemented by the concept of individuality.

Individuality characterizes the dissimilarity and differences of one person from another, one person from another. Individuality, as a rule, is distinguished by special traits of character and temperament (for example, a balanced - strong-willed and purposeful person), the originality of creative activity and abilities. In other words, the concept of “individuality” includes that special thing that distinguishes one person from another, one personality from another, which gives it a peculiar beauty and uniqueness and determines the specific style of its activity and behavior.

The relationship between individuality and personality is determined by the fact that these are two ways of being of a person, his two different definitions, and the discrepancy between these concepts is manifested, in particular, in the fact that there are two different processes of formation of personality and individuality (as noted above):

a) the formation of personality, the process of human socialization (the individual’s acceptance of social functions and roles, norms and rules of behavior developed in society;

b) the formation of an individual - the process of individualization of an object (the process of self-determination and isolation of the individual, its separation from the community, the formation of its individuality, uniqueness and originality).

The concepts of “personality” and “individuality” capture different organs, different dimensions of a person’s spiritual essence. The essence of this difference is well expressed in the language. With the word “personality” epithets such as “strong”, “energetic”, “independent” are usually used, thereby emphasizing its active representation in the eyes of others. We often speak about individuality: “bright”, “unique”, “creative”, meaning the qualities of a person’s independent essence.

We judge a person not only by his thoughts, actions and deeds, but also by his emotions and feelings, which are always aimed at something. In the emotional sphere, particularly striking individual differences are found between people. All the characteristics of a person, her character and intelligence, her interests and relationships with other people are manifested and reflected in the section of emotions and feelings.

The main differences in the emotional sphere of personality are associated with differences in the content of human feelings, in what, to what objects they are directed and what kind of person’s attitude towards them they express; this circumstance is particularly used by psychologists when constructing tests designed to study personality. By the nature of the emotions that the situations and objects, events and people presented in the tests evoke in a person, their personal qualities are judged.

A person’s feelings, in the form of direct experience, express all of a person’s attitudes, including ideological, ideological, all his relationships to the world and, above all, to other people.

Typical differences in the emotional characteristics of a person can be expressed:

· in strong emotional excitability;

· more or less emotional stability.

These differences in emotional excitability and stability significantly characterize human temperaments.

1 Pershin G.V., Albov A.S., Levtov V.E. A reference guide for successful business communication. – St. Petersburg: 2002.

2 Kharchenko N.P. The culture of oral and written speech of a business person: Workshop for self-education. - M.: 2002.

3 Debolsky M. Psychology of business communication. – M.: 2002.

4 Braim I.N. Ethics of business communication. – Minsk: 1996.

5 Koneva E.V. Psychology of communication: Proc. allowance. – Yaroslavl: 2002.

6 Panfilov A.K. Business style in communication. – M.: 20002.

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Business conversation on the phone

It is impossible to imagine modern business life without a telephone, much less the life of a manager.

The importance of telephone communication cannot be overestimated, since it is the easiest way to establish contact. The ability of business people to communicate by telephone affects their personal authority and the reputation of the company or organization they represent.

The art of the manager's phone call is to briefly communicate what needs to be done and get a response. There are rules for a successful telephone conversation by a manager, which are based on:

Competence;
goodwill;
mastery of speaking techniques;
The desire to quickly and efficiently solve a problem and provide assistance in solving it.

It is important that an official, business telephone conversation with a manager is conducted in a calm, polite tone and evokes positive emotions. During a telephone conversation, the manager needs to create an atmosphere of mutual trust. As the analysis shows, in a telephone conversation, 30-40% is occupied by repetitions of words, phrases, unnecessary pauses and unnecessary words. Therefore, the manager needs to carefully prepare for a telephone conversation: collect all materials and documents in advance, have on hand the necessary telephone numbers, addresses of organizations or necessary persons, a calendar, pen, paper, etc.

Before a manager decides to dial a number, he must clearly determine the purpose of the conversation and his tactics for conducting it.

In addition, he needs to make a plan for the conversation, write down the questions he wants to solve or the information he wants to receive, and think about the order of asking questions.

When preparing for a business conversation over the phone, a manager should try to answer the following questions:

What is the main goal he sets for himself in the upcoming telephone conversation;
He can do without this conversation altogether;
an interlocutor who is ready to discuss the proposed topic;
is the manager confident in the successful outcome of the conversation;
What questions should he ask;
What outcome of the negotiations will suit him and his interlocutor;
What methods of influencing the interlocutor he can use during a conversation;
And how will he behave if his interlocutor sharply objects, adopts a raised tone, does not respond to his arguments, and shows distrust of his words and information.

About business risks

There is no business in isolation from other people. That is, there are always two sides: what we create and to whom we offer it. It is clear that the latter are filled with a ton of proposals and it is important for us that it is ours that is remembered.

Communication (verbal, marketing) is how I convey my meaning. Either I make this channel more and more professional and of higher quality, or I throw money away. Professionalism in business is like in sculpture, you need to cut off everything unnecessary. Unfortunately, many companies waste money, time, and effort training their employees to do things that don't work.

For example, I once created a single conglomerate of two companies, a large Russian and a Western one. There were tough confrontations there. For example, a meeting is scheduled. Americans and British usually go to a meeting to develop a common position, hear where everyone wants to move next, and set synergy. Our people come to receive clear instructions on what to do next. As a result, during this hour and a half, Americans are trying to create a common space for communication, and Russians are perplexed: why are we wasting our time? It turns out that both sides are right, and the situation is zero.

For me, the logic of built communication is:

Agree with yourself what you ultimately need.
Build a communication mode in such a way as to clearly measure the achievement of the goal.

There is a concept of meta-competencies. No matter where the world develops, there are certain competencies that must be developed within people. Either we all learn to understand each other better, or we all blow up. I believe that we will either master this process, or our civilization will take another turn.

A business meeting

One of the organizational aspects of a business meeting is a correctly drawn up meeting agenda. This is usually a written document sent to participants in advance containing the following information:

topic of the meeting;
Aim of the meeting;
list of issues discussed;
Start and end time of the meeting;
The place where it will take place;
the names and positions of the speakers who speak the basic information of the people and those responsible for preparing the questions;
Time allotted for each question;
This is a place where you can get acquainted with materials on each topic.

When meeting participants are informed in advance about the subject of discussion, they can not only familiarize themselves with the materials in advance, but also think through constructive proposals for solving problems. In cases where people are not informed, they express opinions and viewpoints in meetings, which provokes discussion and does not lead to effective decision making. It is advisable to hold business meetings on a certain day of the week (except for unscheduled, emergency meetings), preferably at the end of the working day or in the afternoon.

It is important for the meeting leader to:

Launch on time;
inform about the rules;
appoint someone responsible for the regulations and protocol;
warn about the withdrawal of speeches that are not on the merits of the issue, for example, emotional assessments of people and events, opinions instead of constructive proposals, reports about, etc.;
If criticism is used, then demand that it be constructive: name specific facts and their reasons, do not get personal, but talk about actions and mistakes, suggest ways to solve the problem, eliminate a miscalculation or omission;
strictly lead the meeting towards the intended goals to ensure the return of each participant and make the discussion as a whole constructive;
Regulate the direction and effectiveness of speeches; for this purpose, speeches should not be delayed, stimulating specificity, the presence of meaningful analysis, real proposals, solutions, ideas;
Maintain the correctness of the discussion;
use various techniques to increase the attention of meeting participants;
Summing up the meeting, summarize everything that was said, formulate conclusions, and identify tasks for the future;
Finish exactly on time.

Don't say too much

It can be tempting to share an exclusive, but don't share information without making sure it's true or confidential. It would seem self-evident, but this rule is very often violated. We want to surprise - and we are ready to “shake too much.” Sometimes such weakness of a company is very costly.

They can use the transmitted information - “who owns the information, owns the world,” but they will not treat you better. Moral standards still underpin business and partnership relationships.

In what cases do we allow such violations? Sometimes we share information about the personal lives of colleagues, sometimes we share fragments of meetings. All this must be done very carefully so as not to violate anyone's interests. We are talking about the ability to distinguish open information from personal, confidential and compromising information.

In order not to harm anyone, practice speaking specifically to the point, and generally speaking less. This will be a plus in any case: everyone loves to talk - give this opportunity to your interlocutor, and he will be pleased, much more than learning secret information. Therefore, there is no point in revealing other people's secrets.

The more you listen, the more likely it is that when you speak, they will hear you and make a decision in your favor. Trying to lay out as many arguments as possible in a short time is completely pointless.

Business discussion

A business discussion is an exchange of views on a problem in accordance with more or less defined rules of procedure and with the participation of all or some of its participants. Many business meetings and conferences also take place in the form of discussions. In a mass discussion, all participants, with the exception of the chairman, are in an equal position. No specially prepared speakers are appointed, and everyone is present not only as listeners. A special issue is discussed in a specific manner, usually within strict time limits and chaired by an official.

Group discussion is different in that a specially trained group discusses the issue in front of an audience. The purpose of such a discussion is to present possible solutions to the problem, discuss opposing points of view on controversial issues, and present new information. As a rule, such a discussion of a dispute does not resolve or incline the audience to any unity of action. It is very important that the discussion participants are well prepared, have statistical data and the necessary materials with them. Their manner of speech, the culture of verbal communication, as well as the style of its presentation are also of great importance: relaxed, lively, accurately formulating questions and laconically commenting on answers or short remarks. It is advisable that participants call each other by name and patronymic. The audience watching the discussion should be constantly in the center of attention of the speakers; It is necessary to maintain not only non-verbal, but also verbal contact with him. The moderator of the discussion regulates its course, all procedures, introduces the topic and speakers, follows the rules, directs the exchange of opinions, and makes a final speech.

A business dispute as a form of communication is widely used when discussing disagreements, in a situation where there is no consensus on the issue under discussion. The peculiarity of the dispute is not the proof of the truth of one’s own thesis, but verbal competition in which everyone defends their point of view on a specific controversial issue. In practice, disputes are often conducted in a disorderly, unorganized manner, and in violation of generally accepted rules and principles.

Don't make promises

Where does the rule come from: make fewer promises, and if you make them, keep them? From logic and common sense. However, most people break this rule several times a day. We don't even notice it. In order to avoid conflict, in order not to upset or refuse, we promise something that we then do not fulfill, and often do not even intend to fulfill. This is where obviously unfulfilled tasks, missed deadlines, unrealistic plans and inconsistency between the presentation and the actual state of affairs appear.

It's the same when working with clients. If you promise to do something, find out, inform the client, remember punctuality and responsibility. This is an integral part of good service and partnership.

Even if you do a lot for the client, systematic failure to fulfill your own promises will sooner or later destroy the bridge of trust between the parties.

In business relationships, any negligence eventually leads to failure. Lateness, forgetfulness and a frivolous attitude towards the promises of account managers are the most common reasons why clients leave you. Over time, this leads them to be ready to take a closer look at someone else and is often not at all related to the quality of the product supplied. Although such a statement will be inaccurate: the quality of a product includes sales, marketing, and support. In this regard, it is a good idea for a personnel development trainer to pay attention to tools that develop responsibility. The goal is that everyone on the team should be someone you can rely on.

It is not easy, but a business person must have the ability to clearly define deadlines and ensure that they are met. Wise managers plan ahead and take risks into account. No one has repealed Murphy's law: “If any trouble can happen, it happens.”

Smile and also remember the rules of life, which no one has canceled either:

Everything is not as simple as it seems.
Any job takes more time than you think.
As soon as you start doing some work, another, more urgent one appears.
Every decision made creates new problems.

Try to think strategically, listen to your intuition, boldly take responsibility, keep promises, meet deadlines and remember the interests of the participants in the process.

Public performance

Public speech is one of the forms of business interaction and art, about which it is said: There are few good speakers, but how many people in the world know how to listen to them (J. La Bruyère).

Public speaking as a component of business communication should have the qualities of a good interview and at the same time be not only convincing, but also eloquent, reasonable, logical, thoughtful, and beautiful.

Requirements for public speaking:

The speech should be engaging and useful from start to finish. A French proverb says: A good speaker must have a head, not just a throat!
it must be composed correctly in compositional terms and contain an introduction, main part and conclusion.

Public speaking requires careful preparation even for experienced speakers, but for beginner business people it is simply necessary. Preparing a speech is a creative work that brings joy and improvisational excitement to the author.

To make an effective speech, it is not enough for a business person to simply choose his topic; You also need to think about the purpose of the speech. Choose a topic that suits your audience. The topic should be interesting, important and understandable to the listener. This mainly depends on the following factors:

Main interests of the audience;
Group interests;
burning interests;
Specific interests;
themes of new products;
The theme of polar opinions is inherent.

When choosing a topic for a speech, you must:

Check whether the topic will generate sufficient interest among the listener. It is necessary to choose a topic that concerns the audience, affects their interests, and provokes the need to support the speaker. This, in turn, depends on whether the speaker can make the listener feel that the question is about urgent, useful and desirable action.
Find out whether listeners are capable of action. To answer this question, it is necessary to correlate not only the interests of the audience, but also its characteristics.
Use logically sound argumentation that takes into account the emotional culture of the audience and their beliefs.

Choose a suitable topic. The choice of topic depends on the place, time and mood of the public, on the relevance of a particular moment. The official reason should sometimes be used as a starting point to develop your chosen topic, which in turn can become more interesting and important.

It's easier to keep old ones than to buy new ones

This statement does not require proof, but many people forget that it is morally and financially easier and cheaper to retain old customers.

Companies invest a lot of time and effort to create a corporate culture and create an effective team. For this purpose, personnel development trainers are employed, business team building and sales trainings are conducted. After all, you can invest a lot of money in a product and an advertising campaign, but lose clients due to unqualified managers who do not show politeness or allow themselves negative emotions when communicating with a client.

Rule of communication. A long-term and profitable business is built not on the ability to overwhelm with arguments and defend one’s position, but on mutual respect, goodwill and the ability to maintain friendly communication.

Many successful salespeople confirm that the only way to retain an existing customer for as long as possible is by maintaining a good personal relationship with him . Here's what personnel development coaches should pay attention to, especially when it comes to the work of sales managers.

Some companies organize joint business team building activities to strengthen relationships with clients. Famous business coach Michael Bang, winner of the title “Best Salesman in the World,” argued that the success of a business depends on the attitude towards customers and employees .