Business communication: principles and features

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

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

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

A code in this area refers to rules that include several principles.

• Cooperativeness, that is, making the necessary contribution of each employee.
• information sufficiency. There is no need to remain silent, but one should not drag out the monologue either.
• Informational quality, which implies honesty.
• Expediency. The main thing is to stick to the given direction of the conversation, without deviating from it.
• Persuasiveness of arguments.
• Politeness. Lack of disparaging tone and sarcastic remarks about 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.
• Ability to express ideas clearly and concisely. Each participant in business communication should develop the correct speech, which will help to correctly place accents with the help of intonations.
• Ability to accept criticism and correct operational shortcomings.

Business communication exists for the purpose of organizing fruitful relationships between employees and managing 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 with each other;
• 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 foundations of successful cooperation.

• The principle of interpersonality. Despite the fact that communication in the business sphere is primarily aimed at solving certain problems, it is one way or another an interpersonal contact between people. The personal qualities of each employee, the attitude of employees to each other is inextricably linked with their joint activities.
• The principle of purpose. Business communication always has an end goal. But along with an 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 “show off intelligence and eloquence” in front of colleagues.
• The principle of continuity. Business contacts in the course of joint activities occur continuously. Information from one employee to another is transmitted even non-verbally, any behavioral elements are significant. Even silence speaks volumes. It is important to monitor the reaction of the 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 keep promises made, to help colleagues without leaving them in a difficult situation.
• The principle of responsibility. Each employee must 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.
• The principle of justice. It is especially important for a leader. You cannot be biased towards any employees and form an opinion about their work based on this. Such an assessment is a priori biased. It is important to listen and accept any other position. This speaks, first of all, of 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 during a business meeting and successful negotiations. But the appeal to unfamiliar people or to the leader by name and patronymic is typical only for Russia. The Russian people have peculiar features of business etiquette.

• Punctual people are valued in Russia, so the delay of one of the partners for negotiations even for five minutes can disrupt the planned deal. After all, being late is regarded as disrespect, especially when it comes to business. This rule is clearly seen in the phraseological unit “time is money”, which indicates how Russian businessmen value every minute.
• Business etiquette extends to clothing. In a serious company, there are high requirements for 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 for the ability to listen. It is necessary to listen to your opponent, and only then speak out yourself. When reading even the most boring report, one of the employees must necessarily portray an interested look, otherwise inattention will be regarded by others as disrespect for a colleague.
• In the Russian business sphere, they take very seriously keeping trade secrets. If one of the employees "leaks" this or that secret of his organization, his reputation will be irreparably damaged. Disclosure of secrets threatens with dismissal.
• If business negotiations with an important delegation are coming up in Russia, then all employees are thoroughly preparing for its arrival. The business meeting ends with a buffet table, which testifies to the hospitality of the Russian people. And the breadth of reception directly depends on the importance of the guests.
• Subordination 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. The manager should not make any jokes about his workers, just as employees should treat the boss with respect.
• Women and men work in business on an equal footingThere are no privileges for either sex. The same goes for age differences. It happens that the leader is younger than some of his subordinates, but this does not mean that they should behave disrespectfully and dismissively with him.

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

• In America, for example, business communication is more fluent. When meeting, employees can talk about abstract topics that are not related to work, while calling each other only by their first names. Celebrating a successful deal can turn into a trip to nature or a resort.
• English do not prepare too thoroughly for the upcoming business negotiations, because they believe that only in a live conversation can you find the right solution. This people is restrained in their behavior, while cherishing their titles and ranks. The British do not give each other gifts after business negotiations, but they will not refuse a joint trip to a restaurant.
• In Germany business relations are subject to strict canons. It is unacceptable to address opponents with “you”, as well as being late. As for appearance, other than a suit with a tie, for men, no other form of clothing is excluded.In this case, you can not even unbutton the button on the shirt collar. The Germans are scrupulous about preparing for business negotiations. They like to plan each point of the conversation, while paying special attention to the documentation. The contract clearly spells out the clauses on the violation of certain obligations, as well as the subsequent fines.

• In France there is no special fad about punctuality. Of course, no one likes being late, but the French are more loyal to them. At the same time, it is important who the late employee is by official status. If this is a superior person, then his lack of punctuality will not be perceived as a personal insult or disrespect. In business negotiations, the French value a beautiful manner of speech and an interesting presentation of thoughts. As for gifts, they are not forbidden. But it is desirable to give 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 business etiquette. Restraint during negotiations is uncharacteristic of Italians. They are distinguished by loud speech and active gestures. But the requirements for appearance are strict - clothes must be elegant, and not only at a business meeting, but also in everyday life.
• Spaniards do not consider being late a bad form. Their business meetings last 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 acceptable.

• Business relationship in China are based on strict observance of the rules of punctuality. When meeting partners bow to each other or shake hands. Gifts at a meeting are not only not forbidden, but are also considered the norm. At the same time, the presentation of a present is accompanied by an original ritual - first, the employee must refuse the gift, but if the colleague insists, still accept it. As for the negotiations 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 (shake hands less often). It is forbidden to touch business partners by the shoulder or call them by name when meeting. Punctuality is a firm rule in Japan. Negotiations are held in a restrained and "substantial" manner. The Japanese are stingy with emotions, but very scrupulous when making a deal, so they always ask a lot of questions.
• Concerning India, then when meeting a man, it is customary to shake his hand, and to a woman - to bow with arms folded at her chest. Being late for business meetings is considered bad form, so Indians are always punctual in this regard. The meeting itself is always held in a friendly atmosphere. Invitations to visit are common in India and 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 the requirements may be too high. When invited to visit the Turks, the rules are also observed, 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 countries, then it is not customary to be late for business meetings.The negotiations themselves are lively and intensive, several topics can be in the field of view at once, it is important to follow the development of the thoughts of partners. An interesting feature is that cross-legged in business communication is considered a disrespectful posture. It is not forbidden to give Muslims a gift - it is better that it be some kind of silver product, an original pen or a set of porcelain dishes.
• Hispanics appreciate 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. Latin Americans like gifts, especially in beautiful packages.

The art of business communication is subject to ethical standards. They must be followed by both the head of the organization and subordinates.

They are as follows.

• It is important that the organization can boast of a close-knit team, which is achieved thanks to the diligence of the leader. He must create a comfortable environment for employees, and respect each of them.
• It is important to help employees in a timely manner in the implementation of certain assignments. If the task is performed in bad faith, do not immediately criticize the subordinate, focusing on his shortcomings. Perhaps the employee did not fully understand the essence of the assignment. You need to figure out the reasons.
• If the order is not fulfilled, the manager must make an appropriate remark to the employee, this is part of the ethical norm 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 employee is not infringed publicly.

• When criticizing, you can’t “get personal”, otherwise there is a risk of offending a subordinate and provoking a conflict. When criticizing, it is better to use the “sandwich” method, which consists in saying a compliment first, then a remark, then a compliment again.
• It is important for a leader to be fair - to encourage and reward an employee for any merit, not only financially, but also morally (for example, publicly praise or set an example for others).
• In order to avoid communication barriers, you need to trust your team, and it is important that the team trusts the leader. Therefore, all kinds of manipulations and other dishonorable forms of influence on a person should be excluded from business interaction.
• The boss must be able to situationally choose the forms of orders. For example, orders should be used in extreme situations, as well as for one or another dishonest employee.

Requests are more trusting administrative forms. Here the employee has the right to express his opinion on the assignment. The order may sound in the form of a question, which, in turn, will prompt one of the subordinates to take up this assignment.

The following rules are distinguished.

• In expressing one's opinion, a leader needs tact and courtesy. Commanding and imposing one's position is excluded.
• The leader must be aware of all the joyful or unpleasant collective events, so subordinates should inform him about them.
• No one likes sycophants, so constant assent to the boss can be misunderstood, and relations with him will only deteriorate. At the same time, you should not go to extremes and be too categorical. Eternal failures will not guarantee a good reputation.
• If a subordinate needed help and advice from the leadership, then you need to apply for it directly to your boss, and not to a higher person. Otherwise, there is a risk of exposing your leader as incompetent, which will negatively affect his authority.
• If the manager gives a responsible assignment to one of his subordinates, then the employee must discuss the “freedom of action” provided to him and what rights he has in this case.

You need to know the following.

• It is important to be friendly to 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 problems, he can ask for advice himself, you can’t impose your opinion on him.
• In relationships with colleagues, you should not pretend to be someone you are not. If the conversation has veered into a direction in which one of the employees is incompetent, it is pointless to try to shine with the mind, there is a risk of presenting oneself in an unfavorable light.
• Colleagues must be addressed by their first name or first name and patronymic (depending on the age and degree of acquaintance with a particular employee).
• In business communication with employees, any bias and prejudice are excluded. Therefore, you should not listen to gossip about colleagues and, moreover, you should not spread it yourself.
• You can express sympathy for a particular employee with the help of non-verbal communication - a look, a gesture. It is enough just to smile at him without looking away.

• It is unethical to use one of the employees as a means to achieve a selfish goal. In the same way, you cannot “set up” an employee in order to gain a benefit. As you know, “digging a hole for another” is always the wrong decision.
• If the leader has given a group task, you should separate your own duties from the duties of a colleague so that they do not intersect with each other. If it is difficult to do it yourself, then you can ask your boss for help.
• You should be aware of your responsibility for the implementation of a common task, and in case of failure, do not shift all the blame on your colleagues.

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

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

There are several types of business communication.

• Conversationwhen employees exchange information with each other and express opinions on a particular issue or problem. Usually, the conversation precedes the negotiations or is part of them.This is the most common form of interaction. The manager can talk with subordinates and colleagues. A conversation does not always require a formal setting.
• Negotiation. They are held for the specific purpose of concluding a particular transaction, contract or agreement between interested parties (this can be both partners and competitors). Negotiations do not always require a personal meeting, sometimes you can limit yourself to correspondence or a phone call.
• Dispute. In this form of oral communication, opinions on an issue collide. This is a kind of struggle of different points of view and defending one's position. Dispute forms are dispute, discussion, controversy and others.
• Meeting. This form of interaction in the team is aimed at discussing issues in which specialists 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 oratorical skills of the speaker are also important.
• Correspondence. It includes the following documents: letter, request, notice, notice, email, confirmation, and others.

In one form or another of business communication (for example, negotiations or a meeting), various communication means can be used, for example, telephone, email or Skype. These are fast and affordable technologies that help employees close deals and discuss important issues remotely. But resorting to these means, one should not forget about the peculiarities of etiquette: to be polite and competent.

If an interpreter 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 allusions, national jokes and expressions that are difficult to translate into another language should be excluded;
• ideally, the interpreter should be aware of the main aspects of the conversation even before it starts, so that it is easier for him to navigate.

Business interpersonal communication will be successful when trust is achieved during the conversation. Several points contribute to the increase in the level of confidence.

• Friendly attitude. A tense atmosphere at work will become a serious barrier to establishing a trusting relationship with a business partner.
• Competence of the interlocutor in the issues discussed. With poor orientation in the topic, an employee can give the wrong impression, while trust is lost not only in him, but in the organization as a whole. It is important to be able to answer any questions so that opponents do not have any doubts about cooperation.
• Correct speech, a clear presentation of one's thoughts. Words should be clear, it is better to speak in unambiguous phrases that can be interpreted differently than intended.
• 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 abandoning negative statements about the interlocutor, as well as moderating your own pride. 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.

In business communication, stressful situations are not ruled out. With the help of stress, the nervous system defends itself from stimuli. Stress can arise in this area due to:

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

Stress usually arises from a working conflict between participants in business communication. There is a special tactic for both the leader and the subordinate. It is designed to prevent nervous conditions, and at the same time achieve an effective result.

The leader needs:

• try to accurately evaluate their subordinates, give them tasks commensurate in terms of complexity with their abilities;
• do not get annoyed when an employee refuses to complete a particular task, it would be more expedient 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 compromises, apologies, concessions. Irony and sarcasm towards subordinates should be abandoned;
• it is not necessary to adhere to the same leadership style, it must be appropriate, while taking into account the characteristics of employees;
• criticism of a subordinate must be constructive, in no case should one humiliate him or question his personal qualities;
• you need to have a trusting relationship with employees and support their initiative. There is evidence from an American study that subordinates were less likely to suffer from diseases if they felt that the boss supported them in nervous conditions.

Subordinates need:

• in case of dissatisfaction with working conditions and wages, it is first necessary to assess whether the organization can improve these parameters, it is worth discussing this problem with the manager. At the same time, 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 relationships;
• when overloaded with work, you should not take on additional assignments, sometimes you need to be able to refuse. The main thing is that the refusal does not look abrupt, it is important to make it clear that you can complete a new task if you are released from several existing duties;
• If the order is not clear, do not be afraid to ask for clarification. This will relieve unnecessary stress when completing a task that is not completely clear;
• negative emotions are best thrown out in an acceptable form. You should not conflict with your boss or colleagues, it is better to tear up old paper, and on your day off go in for an active sport (football, tennis) or visit a fitness room. These are more reasonable outlets for anger;
• If the work is too stressful, you should periodically take a break from it. Ten to fifteen minutes during the day for relaxation is 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 you have an additional plan, you can isolate yourself from unnecessary nerves;
• when negotiating, it is better to carefully consider the strategy, including the objections of the opponent, in order to quickly navigate the dialogue. There is a law in psychology - if you are subconsciously prepared for a negative outcome and mentally survive it, then if a failure occurs in reality, it will be easier to cope with it;
• distinguish between work and personal relationships. It happens that relatives or spouses work in the same organization, so it is better in this case to agree in advance on the observance of business etiquette.

Knowing business etiquette is only half the battle. It is also important to know how you can improve the effectiveness of a particular type of business communication. The main factors that contribute to the success of teamwork.

• The manager should create favorable conditions for employees to feel comfortable discussing certain problems. 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 against each other), the leader must create a relaxed, but working atmosphere. It is important that each participant in the process feels significant. But the main thing here is not to overdo it with ease, otherwise the business meeting will resemble a meeting of friends.
• It is imperative to keep records. The manager can take notes in a notebook about specific proposals and who put forward these proposals. During the meeting, the necessary information will be accumulated in writing, which can then be applied at work.

• Every employee must be involved in the process. Everyone is obliged to speak out, and it is better to give the floor from junior employees to senior ones. Inexperienced workers will not feel afraid to speak after voicing the opinion of management, so it is better to give them the floor first.
• The leader must take into account the opinion of each member of the group. If the opinion is erroneous, 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 must apply to every person, and not just to the boss. The presence of stable, standard formulas are an integral part of building collective relationships in any job.

Communication at a business meeting is as follows:

• first comes the greeting.Men should greet women first, and those who are younger in age or status greet the older generation or leaders;
• To get to know each other, you need to introduce yourself. Usually this scheme looks like “Hello, I am (name), nice 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;
• in order 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 a solution is found, the business meeting must be completed. The main thing is that you should not say goodbye forever, it is better to hint to the interlocutor to continue further cooperation.

If an employee has lost a loved one or someone from his environment has fallen ill, it is important in this situation to express sympathy. But the form of manifestation of sympathy should be restrained. It is important to take into account the emotional reactions of men and women. A man needs 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 the speech forms with which you can express sympathy, the optimal form would be the expression: "I sympathize with you", "I sympathize with you" or "I'm sorry." You can turn to more open forms, for example: “How did this happen? " "How can I help you? or “How are you feeling right 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.