Psychology of business communication

Business people today have many ways to communicate with customers, colleagues, and other stakeholders. Understanding the nature of business communication can help you achieve your company's goals and day-to-day management.

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:

• First, there is what is conveyed, such as 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 business. In this age of globalization, every business, large or small, requires proper business communication, both internally and externally.

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 must be specific, and the more specific it is, the more it fits its own specifics.
• Accuracy. When information is inaccurate, credibility is lost. The sender of this information also loses trust. Effective business communication must be accurate both in terms of the content conveyed and in terms of the simple things that include grammar, spelling and punctuation.
• Timeliness. Employees need to be aware of what is happening in their organizations and in the external environment as it affects them. Communicating with employees in a timely manner is more difficult than ever before, but it is essential 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 communicating frequently to ensure that all employees have the information they need. In addition, employees change, some leave, others join the company, and all this requires updating information.
• Multichannel. Businesses have many channels of communication ranging from traditional (print, message 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. Face-to-face communication is still the most effective, experts say, and 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.
• The presence of feedback. Employees should be able to share their feedback, opinions and thoughts with managers and employers. Two-way communication is effective for both employees and employers.

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

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

Experts name six basic psychological principles of business communication:

• Reciprocity. Reciprocity in business means mutual expectations when exchanging value. If one person gives something, then the recipient is expected to give something in return. Reciprocity creates trust between partners, and their relationship develops for the better.
• Persuasiveness. Knowing the product, trends, negotiation research results will make you much more persuasive. It is important to show your awareness in order to gain the partner's trust.
• obligatory. Always fulfill your obligations, not only written, but also verbal. Remember that even a handshake is a sign of agreement. If you find it difficult to remember what you said at one time or another, write it down. You will give the impression of a binding person.
• Subsequence. Always be consistent in your deeds and actions, and never change your business principles.
• Striving for Consensus. Consensus implies that everyone makes and supports the decision and understands the reasons for making it. 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 affection. We are more likely to interact with those people who make it clear that they like us and in whose presence we feel significant. Physical attractiveness plays a part in this, but similarity is also very effective. We appeal to those people who are similar to us in clothes, age, socio-economic status.

Communication is ethical when it is direct, honest, and reciprocal.If communication is meant to hide the truth or harm another person, it cannot be ethical.

Although ethics are not the same as morality, there is a strong relationship between the two concepts: morality is ideas about what is right and 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. While there are times when it would be more ethical to lie, for example to an alleged killer, about the whereabouts of a potential victim, these cases are the exception rather than the rule. Besides, honesty is more than just the truth; it means being open, volunteering whatever information you have, even if it compromises 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 willing to voice your own opinions, even if you don't expect them to be accepted.

• Loyalty. In the context of business communications, loyalty means allocating the necessary time and resources for a comprehensive discussion of issues. Only then will everyone have a chance to be heard.
• Consensus building. Ethical communication is goal oriented rather than status oriented. A style of communication in which different groups unite in opposing camps and are primarily guided by their own interests does not contribute anything to the organization as a whole. Ethical for an organization is a style of communication in which people seek consensus, not opposition, and are focused on doing what they can for the company. Thus, since helping an organization 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's important to know what type you are:

• reflective. You are a reflective interlocutor if in the process of communication you feel the mood of a partner. Your speech is soft, calm, you are sensitive, understand the interlocutor, and you like to build relationships with other people.
• Referee. You are a judge-type interlocutor if you analyze topics and issues, figure out the main points, and then explain them effectively to others. You lead the conversation and lead it directly and persuasively.
• Noble. You are the type of "noble" interlocutor if you like open communication, and it is easy for other people to communicate with you. You are also focused, and always go straight to the goal.
• MP. The deputy-type interlocutor is diplomatic and uses communication to end conflicts. He is also soft-spoken, charming, and makes people feel comfortable.
• Socrates. The Socrates type of interlocutor is good at solving problems and persuading others, he likes long debates.He is detailed and well informed, and his opinions are valued by others.
• Official. This type of interlocutor uses communication in order to realize their dreams and become successful at work and at home. This is a shrewd and strategic thinker.

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

• Analytical style. Analytical communication involves dealing with hard data and real numbers. People who communicate in this style avoid showing feelings and emotions when talking. A big plus of the analytical communication style is that you can analyze problems logically and dispassionately. This means that people see that you are well informed and have great analytical experience. A potential downside to having an analytical communication style is that you may be seen as cold or insensitive.
• Intuitive style. When communicating in an intuitive style, you prefer to take in the whole picture and avoid details for fear of getting bogged down in them. This allows you to get right to the heart of the problem rather than going through it in stages. The advantage of this style is that you communicate quickly and accurately, easily delving into large and complex issues. However, in a situation that really requires details, you may not have the patience.

• functional style. This style implies methodicalness, the presence of detailed plans, precise deadlines. People who communicate in this style are good performers who never miss anything.A potential downside of a functional communication style is that you can lose your audience's attention, especially when you're talking to intuitive interlocutors.
• Personal style. By communicating in a personal style, you feel an emotional connection with your partner, and this allows you to know what he really thinks. You are a good listener and a good diplomat, you know how to smooth out conflicts, you maintain good relations with many people. This style allows you to build deep personal relationships. People often turn to you because you are able to bring different groups together. The downside to this style of communication is that you can sometimes annoy analytical-type interlocutors who like hard numbers and logical discussions.

For the most important business communication skills, see the following video.