Decide when you need to use a business style of communication. Ethics of business communication. Business relationship tactics

Business communication can be carried out in various styles.

The style of communication is usually understood as a form of communication, which is based on one or another way of influencing the interlocutor. There are two communication styles:

democratic.

Many parameters distinguish these styles from each other: the nature of decision-making, the degree of delegation of authority, the method of control, the set of sanctions used. But the main difference between them is the preferred management methods. Command methods correspond to the authoritarian leadership style. Democratic - contractual and socio-psychological. the neutral style is characterized by lack of system in the choice of management methods.

In the authoritarian style of business communication, it is necessary to single out, first of all, a role-playing approach to achieving communication goals, in which the leader openly shows his superiority. In this style of communication, command (official) attitudes are manifested, which often gives rise to conflicts, dissatisfaction with communication, and sometimes rudeness in relationships, although the goal of communication can be achieved. The authoritarian style in business communication extinguishes the desire of subordinates to develop, fetters the independence of their judgments, and creates uncertainty in their capabilities.

Democratic communication is at the heart of cooperation. To do this, it is necessary to build communication on the relative parity of the leader and subordinate, on the ability to listen and understand each other, the admissibility of pluralism of opinions, and sometimes even compromises.

The main difference between these styles of communication is the nature of the relationship and attitudes that the speaker has in relation to the listener.

In the case of democratic influence, an installation for equal communication is realized, in the case of authoritarian influence - “top-down”.

4. Methods of influence in business communication

In business communication, especially in the interaction of managers and subordinates, such methods of influence as encouragement, criticism, punishment are used. The main ethical requirements for incentives are their merit and proportionality to the quality and efficiency of labor activity. Criticism is the most common form of expressing dissatisfaction with the activities of subordinates or work colleagues. Criticism should be objective (i.e., caused by a negative act, inept and dishonest work) and constructive, inspire confidence in the employee, in his abilities, mobilize for better work. Punishment can be carried out in the form of a reprimand, a fine, demotion, dismissal. The main ethical requirement for punishments is their inevitability for systematic and consciously admitted shortcomings.

Thanks to business communication, an employee acquires his own unique set of personal and business qualities - the most important factor not only the formation and self-improvement of the employee, but also his physical and spiritual health.

The specialist must master the communicative technique of communication. He must be able to:

Formulate goals and objectives of communication;

Organize communication;

Handle complaints and applications;

Possess skills and techniques, tactics and communication strategies;

Master the basic forms of business communication;

Prove and substantiate, argue and convince, reach agreement, conduct a conversation, discussion, dialogue, dispute.

Styles of business communication: ritual, manipulative and humanistic.

Communication with people is a science and an art. Both natural abilities and education are important here. That is why one who wants to achieve success in interacting with other people must learn this, including the ethics and psychology of business communication, as well as using socio-psychological training in communication.
The key to the success of any undertakings of a business person, no matter what task he solves, is the creation of a climate of business cooperation, trust and respect.

The style of communication significantly determines the behavior of a person in his interaction with other people. The specific choice of communication style is determined by many factors:

personal human characteristics,
his worldview and position in society,
characteristics of this society and many others.

If we proceed from the fact that the style of communication is simply a person's great readiness for a particular situation, then we can talk about three main styles. They can be conditionally called ritual, manipulative and humanistic. Ritual style is generated by intergroup situations, manipulative - business, and humanistic - interpersonal.

ritual communication . Here main task partners is to maintain contact with society, reinforcing the idea of oneself as a member of society. At the same time, it is important that the partner in such communication is, as it were, a necessary attribute of the ritual. AT real life there are a huge number of rituals, sometimes very different situations, in which everyone participates as some "mask" with predetermined properties. These rituals require only one thing from the participants - knowledge of the rules of the game.

For example, a birthday. All those present have known each other for twenty years, gather together 3-4 times a year, sit for several hours and talk about the same thing. And not only do the topics of conversation essentially do not change, but besides this, everyone can certainly predict the point of view of anyone on any issue.

The described situation is a typical case of ritual communication, in which the main thing is to reinforce the connection with one's group, reinforce one's attitudes, values, opinions, increase self-esteem and self-respect. In ritual communication, a partner is only a necessary attribute, and his individual characteristics insignificant. This is true both when we know the person well and when we see them for the first time. Only one thing is important - his competence in relation to a particular case.

In ritual communication, it is essential for us to follow the role - social, professional or interpersonal. In many cases, we gladly take part in ritual communication, even more situations, we participate in it automatically, fulfilling the requirements of the situation, almost without realizing what we are doing. But ritual communication rarely prevails in life. It is only a prologue to another communication - manipulative.

manipulative communication . This is communication in which the partner is treated as a means of achieving goals external to him. In manipulative communication, we “slipped off” a stereotype to the partner, which we consider the most beneficial at the moment. And even if both partners have their own goals to change the point of view of the interlocutor, the one who turns out to be a more skillful manipulator will win, that is, the one who knows the partner better, understands the goals better, and is better at communicating.

It should not be concluded that manipulation is negative phenomenon. In fact, any training, persuasion, management always includes manipulative communication. That is why the effectiveness of these processes largely depends on the degree of knowledge of the laws and techniques of manipulative communication.

Such communication is extremely common and exists mainly where there is joint activity. It is important to remember one significant point - the attitude of a person to manipulative communication and the reverse effect of manipulative style.

humanistic communication . This is the most personal communication that allows you to satisfy such a human need as the need for understanding, sympathy, empathy. Neither ritual nor manipulative communication can fully satisfy this vital need. The goals of humanistic communication are not fixed, not planned initially. His important feature is that the expected result of communication is not the maintenance of social ties, not a change in the point of view of a partner, but a joint change in the views of partners, determined by the depth of communication.

Everyone knows the situation of humanistic communication - it is intimate, confessional, psychotherapeutic communication. It is connected with the mood and goals of the partners. Humanistic communication is determined not so much from the outside (goal, conditions), but from the inside (individuality, mood). This does not mean that humanistic communication does not involve social determination. It is obvious that a person, no matter how he communicates, still remains social. However, in this communication there is a dependence on individuality. In humanistic communication, the partner is perceived as a whole, without division into necessary and unnecessary functions, into important and unimportant qualities at the moment.

The main mechanism of influence is suggestion, participation is the most effective of all possible mechanisms. It is important to remember that this is a mutual suggestion, since both partners trust each other, and therefore the result is not a change in the point of view of one of them, but a mutual joint change in the views of both partners.

Conclusion

Ethics is a system of knowledge about a certain area of human life, and in this sense it is not much different from other academic disciplines. Its unusualness is found only in one thing: it is appropriate and useful in the education system to the extent that education itself is not just learning, expanding mental horizons, but also improvement, spiritual growth personality.

Art of communication, knowledge psychological characteristics and the use of psychological methods is essential for professionals whose work involves constant contacts such as "person - person" - politicians, businessmen, managers and many others. Thus, the ability to build relationships with people, to find an approach to them, to win them over is necessary for everyone. This skill is the basis of life and professional success.

Communication has such styles and rules of conduct that are based on relationships and benefits that partners want to receive. Culture and principles form the etiquette that is acceptable in business area. The psychology of business communication is slightly different from the usual conversation on everyday topics.

All the features and forms of business communication will be discussed in this article. This will help many people connect with those they encounter in the work environment.

What is business communication?

A feature of business communication is that people consciously adhere to all its rules in order to achieve the best result. What is business communication? It is communication between people professional field where all parties decide common task wishing to achieve the goal. At the same time, they comply with all norms, rules and etiquette, which is established in business communication.

This type communication is applicable exclusively in the workplace. Here are the tasks and goals to be achieved. Contact is established between the parties in order to achieve all the goals set. Taking into account the goals, objectives and wishes of the opponent, observing the ethics and rules of negotiation, it is possible to achieve the set results.

Business communication needs to be learned. This is not everyday communication, where you can demonstrate your "I" and show off. In business communication, your personal qualities remain unimportant, although they are also taken into account. Your desires and goals become the main ones, as well as the aspirations of the opponent, which should be combined in such a way that your joint activity will lead both parties to the desired.

Ethics of business communication

Ethics is a set of rules that help any person to show himself cultured and educated in a certain environment. Business ethics differs from other ethical areas that are used in social or everyday communication. It is based mainly on the following pillars:

Psychology of communication and management.
Labour Organization.
Ethics.

In business communication, the cultural and national side of the opponent becomes important. Since business people communicate with opponents of various nationalities, one should be aware of their traditions and mores. This allows you to show respect for their differences and win over.

For successful business negotiations, it becomes important to be able to win over, listen to the interlocutor, conduct and direct the conversation, leave a positive impression, create a favorable atmosphere. This is facilitated by the following skills:

Clearly articulate your thoughts.
Analyze your opponent's words.
Argue your own point of view.
Critically evaluate sentences and statements.

It is not enough to hold a certain position. You also need to be able to communicate with different people in order to strengthen your own skills and abilities. It is ethical to conduct business communication when all parties benefit. If someone loses or some damage is done, such a decision is unethical and unpromising for further interaction.

Psychology of business communication

If contacting psychological side business communication, it can be noted that the development of specific conversational skills in oneself makes a person improve himself and develop in himself exclusively best qualities personality. If you pay attention to how opponents communicate with each other, then they show only positive traits, avoiding the manifestation of gross forms and manifestations. The psychology of business communication is the improvement of the person himself.

It doesn't matter what position a person holds. If he masters the skills of business communication, then it becomes easier for him to negotiate, communicate with competitors, and achieve his goals. Nobody says that there will be no losses and failures. They will simply be reasonable and clear for the person himself, who will be able to see his own mistakes or understand the wrongness of his choice of people as partners.

The psychology of business communication is based on the recognition of the opponent's feelings and their consideration. There are also techniques that help in the conversation:

"Proper name" - when you pronounce the name of the interlocutor.
"Golden words" - when you say compliments. Flattery is to be avoided here.
"Mirror of attitude" - when you smile and smile back at you, and vice versa.

The quality of good speech is based on the following components:

Literacy.
Composition of speech using professional jargons.
Vocabulary.
intonation and pronunciation.

You should also pay attention to the non-verbal part of communication, which also affects the course of the conversation.

Culture of business communication

The employer always pays attention to the culture of business communication that the employee uses when hiring. After all, this shows his ability to establish contacts and win over. The culture of business communication becomes especially important when hiring employees who will talk on the phone, where there is no non-verbal impact on the interlocutor.

Here are the rules of communication:

interest in the topic.
Goodwill and favor to the interlocutor.
Lack of influence of your mood on the style of conversation.

The purpose of business communication is to influence the emotional mood, beliefs, opinions and decisions of the interlocutor, which will affect future actions. Partners exchange messages, influence the emotional mood, create images of themselves and their opponents in their heads.

Since people often negotiate in the working area, conversations, conversations, discussions, knowledge and skills in the culture of business communication are simply necessary. Sometimes these skills play a decisive role in achieving goals.

Features of business communication

In the working sphere, people communicate with each other at the level of their own professional interests, official activities and work. A feature of business communication is a clear regulation - subordination to established norms, which are determined national traditions, professional boundaries and cultural practices.

Business communication includes two types of rules:

Norms are rules that work between opponents who occupy the same status.
Instructions are rules that arise between a subordinate and a leader.

A feature of business communication is the observance of certain rules and the expression of respect for people, regardless of personal attitude towards them, mood and other factors.

The parties begin to contact each other in order to organize joint activities(cooperation), where their goals will be achieved. This happens in the following steps:

Acquaintance, where people introduce themselves and get to know each other.
Orientation to the topic of conversation.
Discussion of a problem or question.
The solution of the problem.
End of conversation.

The success of business communication depends on the approach to business based on cooperation, taking into account mutual interests and requests. Only then can one find creative solution tasks where all parties win.

Business language

The language of business communication is understood as the use of established syllables that are accepted in a particular working situation. At different levels, their own vocabulary of terms is used, which is assumed in a certain situation. For example, business communication between representatives of the legal field will involve the use of legal terms, and the contact between an employee and a manager is a different vocabulary.

Business language includes:

Orthology - the norms of the language, its changes, the correctness of speech. Expressing their thoughts, they use patterns, samples, accepted phrases that are established in a particular ethnic society.
Communication - the relevance and purity of speech, which is subject to the scope, situation, tasks, circumstances, goals of the conversation.
Ethics - the norms and rules adopted in a particular society. To be successful at this level of communication, one should be familiar with all the customs and traditions of the culture to which the partner belongs.

Types of business communication

The process of business communication determines its types:

Verbal type of communication in which spoken words are used.
Non-verbal type of communication, which involves taking into account facial expressions, postures and gestures of the opponent.
Direct type of communication, when the interlocutors interact at the same time and in the same place, that is, there is direct oral communication using non-verbal signals.
An indirect type of communication that often takes place in writing. People transmit information to different time, Being in different places. This type of business communication is less successful, because time is spent in which you can change your mind about everything.
Written type of communication, when communication takes place through written messages.
Telephone type of communication when used oral speech, but it is impossible to influence the course of the conversation with non-verbal signs.

As in any form of communication, direct contact remains the most effective when you can establish a visual connection, hear another person, feel his emotional mood, influence his decisions with external attributes, etc.

Forms of business communication

Forms of business communication are the requirements of professional situations, which include:

A conversation is a discussion at the level of oral expression of thoughts and ideas. Discussion of pressing problems, tasks, clarification of nuances, etc.
Public speaking is the notification of some information by one subject to a whole group of people. There is no discussion of the topic here, but rather information on some topic.
Business correspondence is the written communication of information. It is carried out within the organization, for the organization and between enterprises.
Negotiation - joining forces with partners who take the same position with the person. Here tasks are solved and decisions are made, agreements on mutually beneficial cooperation are signed.
Press conference - a meeting of a company representative with media workers to notify relevant and important information.
Meeting - the choice of a certain group of people (from the team, management) to solve problems, set new tasks, change strategies, etc. Etc.

Each form of business communication involves its own set of etiquette, rules, norms, and more. Disagreements often arise during a business conversation. If people deviate from the rules of business communication, then their meeting does not lead to the desired results.

Business communication rules

It can sometimes be about a multi-million dollar deal or promotion, development of your company. Therefore, compliance with the rules of business communication helps to eliminate embarrassing and controversial situations:

Legible and clear speech, when the interlocutor understands what is being said to him.
Avoid monotonous speech. It must be emotional.
The pace of speech should be medium (moderate). Slow speech can cause melancholy, and fast speech can not keep up with the speaker's train of thought.
Alternate long and short phrases.
To ask questions. Both open and closed questions are important. It is appropriate to alternate them.
You need to hear and listen to the interlocutor.
Don't give advice, but make gentle suggestions.
Encourage the interlocutor to solve the problem on their own.

A person can hold any position, but with high business communication skills, he is able to follow the rules and bring the conversation to the desired result. Here, the interests of opponents are taken into account, under which the tactics and strategy of negotiating are selected.

Business communication styles

Depending on the sphere of business communication (social, legal, managerial) and the type of interaction (oral, written), a style is determined that helps to move forward. career ladder to raise your status. Here are the subspecies of the style of business communication:

Administrative and clerical - a memorandum, a receipt, a power of attorney, an order, a certificate, a characteristic are used.
Diplomatic - a note, a memorandum are used.
Legislative - used normative act, law, agenda, paragraph, code, etc.

The accuracy of speech allows in establishing business contacts. Here, terms that are narrowly focused or widely used become important.

Business communication styles include:

Manipulation is the use of a partner as a tool to achieve personal goals. For example, control over the execution of tasks.
Rituals - the creation of the desired image. Status is important, not qualities and personality.
Humanism - support and joint discussion of the problem. Personality is perceived completely with all its qualities and individual characteristics.

Principles of business communication

The importance of business communication has already been determined. Here are the principles of such communication, which are:

Purposefulness is the achievement of the set task. Often a person in the course of business communication achieves several tasks at once, some of which are conscious (solution of a working issue), while others are unconscious (show their qualities, show off, for example).
Interpersonal communication - partners are interested in each other. Although their communication is aimed at solving work problems, interpersonal connections are still established between them, where qualities and personal claims to each other are evaluated.
Multidimensionality is not only the exchange of data, but also the establishment of interpersonal relationships.
Continuity of communications - maintaining contacts at all levels of communication.

In the course of business communication, people not only exchange working information, but also create an emotional mood that depends on their relationship to each other.

Outcome

The role of business communication is great, since it was formed specifically to establish business contacts and achieve the set work goals. In every field, people interact. They follow the rules, etiquette, principles, styles. All this is necessary in the business sphere, where correct use of all principles and rules leads to a positive outcome.

If a person has problems, then he can use the help of a psychologist on the site site. Indeed, often we are talking about personal barriers that interfere with the assimilation and application of all the principles of business communication. If you eliminate internal barriers and complexes, you can achieve high results.

Considering the complexity of the concept of "communication", it is necessary to designate its structure so that the analysis of each element is then possible. We will characterize the structure of communication by highlighting three interrelated aspects in it: 1
1. communicative - consists in the exchange of information between people;
2. interactive - consists in organizing interaction between individuals, i.e. in the exchange of not only knowledge and ideas, but also actions;
3. perceptual - means the process of perception of each other by partners in communication and the establishment of mutual understanding on this basis.
Naturally, all these terms are very conditional. But since these interrelated aspects of communication play a huge role, we will consider them in more detail.
The communicative side of communication. Communication, from the point of view of this element, is communication, i.e. exchange of opinions, experiences, moods, desires in the family and at work. The content of a particular communication may be different: a discussion of the news, a weather report or an argument about politics, solving business issues with partners.
It is important to note that communication in communication is always significant for its participants, since the exchange of messages does not occur without a reason, but for the sake of achieving some goals, satisfying some needs, etc.
Speaking about communication in the field of personnel management, it is important to consider the following questions:
 communication barriers and their origin;
 ways and methods to overcome these barriers?
In many situations, a person is faced with the fact that his words, his desires and motives are incorrectly perceived by the interlocutor. You may get the impression that the interlocutor is defending himself from words and feelings, that he is erecting some kind of barriers, or barriers, in the process of communication.
In essence, each person has something to protect from exposure. Communication is an influence, therefore, if communication is successful, there must be some change in the ideas about the world of the one to whom it is addressed. Meanwhile, not every person wants these changes, as they can violate his idea of himself, his way of thinking, his relationships with other people, his peace of mind.
At the same time, it is important that a person be able to distinguish “good” information from “bad” information. To define such a property, the concept of “counter-suggestion” was introduced.1
It is countersuggestion that is the main reason for the emergence of those barriers that appear in the way of communication.
There are three types of countersuggestion:
1. avoidance - means avoidance of sources of influence, avoidance of contacts with a partner;
2. authority - lies in the fact that, dividing all people into authoritative and non-authoritative, a person trusts only the first and refuses to trust the second;
3. misunderstanding - due to the fact that it is far from always possible to identify the source of information as dangerous, alien or non-authoritative and thus protect yourself from unwanted influence.
The system of barriers can be imagined as an automated security system- when the alarm is triggered, all access to the person is automatically blocked. In many cases, the alarm goes off on time. However, other options are also possible - a false alarm and disabling the alarm.
In many situations, barriers of misunderstanding can do a disservice to a person when there is nothing threatening or dangerous in the impact, and a false positive leads to the fact that the necessary and relevant information is not perceived. For example, too complex information is not perceived by the people for whom it is intended.
Communication always involves at least two people. Each person simultaneously affects and is affected. At the same time, in most situations, the responsibility for the effectiveness of communication lies with the speaker. It is he who is "guilty" if he could not draw attention to the main thing, if the interlocutor did not hear, did not understand, did not remember. In other words, the listener is the passive side, and the speaker is the active side.
Meanwhile, the effectiveness of communication is a common thing: both the speaker and the listener can contribute to improving the effectiveness of communication.
Interactive side of communication. Action, from the standpoint of the interactive side of communication, is the main content of communication. When describing him, people most often use phrases like “he put pressure on me, but I didn’t give in”, “he adjusted to me”, “he hit me”, etc.
In their own communication, people constantly react to the actions of a partner. In one case, it seems that the partner offends, in the other, that he flatters. It is obvious that such a perception of a partner cannot be deduced from any of his external signs, none of his words. Behind the same words can stand different actions.
The meaning and content of interaction cannot be understood outside a certain situation, it is also very important to be able to correlate actions and situations. Obviously, the same situation can be differently identified by the partners and, accordingly, their actions in the same situation can be different.
In order to analyze your actions in communication, to assess their adequacy of the situation, you need to answer the following questions:
- How to relate the situation and the action?
- How to choose the right actions?
One of possible ways understanding the situation of communication is the perception of the position of partners, as well as their positions relative to each other. In any conversation, conversation, public speaking Of great importance is who is the leader in this communication, and who is the follower.
The approach to analyzing the situation depending on the positions occupied by partners is developing in line with transactional (interactive) analysis, a direction that has gained immense popularity in personnel management in recent decades.
The main message of transactional analysis was the assumption that the main actions in communication are actions consciously or unconsciously aimed at changing or regulating one's or someone else's position in communication.
A transaction does not mean words, not reactions, but primarily intentions for action, which reflect a person's understanding of the situation of communication.1 Traditionally, three types of transactions are distinguished: additional, intersecting and hidden. In reality, there may be many more, but these three are considered the main ones.
1) An additional interaction is such an interaction in which the partners adequately perceive each other's position, understand the situation in the same way and direct their actions exactly in the direction expected and accepted by the partner. There are two subspecies of additional transactions: equal and unequal.
2) next view transactions - crossed interaction. Elements of this communication are much rarer. In essence, intersecting interaction is an "incorrect" interaction. Its incorrectness lies in the fact that partners, on the one hand, demonstrate an inadequacy of understanding the position and actions of another participant in the interaction, and on the other hand, they clearly show their own intentions and actions.
3) The third type of transaction is hidden interactions. These are such interactions that simultaneously include two levels: explicit, verbally expressed, and hidden, implied.
The use of hidden transactions implies either a deep knowledge of the partner, or greater sensitivity to non-verbal means of communication - tone of voice, intonation, facial expressions and gesture, since they are the ones that most often convey hidden content.
However, for a deeper understanding of communication, in order to be able not only to realize one's mistakes, but also to imagine how one can correct them, it is necessary to understand the issue of the origin of various positions in communication.
Each person has his own style, or model of behavior and communication, which leave a characteristic imprint on his actions in any situation. Moreover, this style cannot be derived only from any individual characteristics and personality traits - irascibility or restraint, gullibility or secrecy.
The perceptual side of communication. As noted earlier, this element means the process of perception of each other by communication partners and the establishment of mutual understanding on this basis. Often, when analyzing this side of communication, a number of schemes are considered in the literature.
1) Scheme of factor superiority. When meeting a person who is superior in some important parameter, people evaluate him somewhat more positively than they would if he were equal. If people are dealing with a person who is superior in some way, then they underestimate him. It is very important to remember that superiority is fixed in one parameter, and overestimation (or underestimation) occurs in many parameters.
2) Scheme of attractiveness. In this case, under the influence of one factor, the properties of a person are overestimated or underestimated. Here we are dealing with the attractiveness factor - the more outwardly attractive a person is, the better he is in all respects, if he is unattractive, then his other qualities are underestimated.
3) The following scheme is also well known. Those people who treat other people well seem to them much better than those who treat them badly. This is a manifestation of the so-called “attitude towards us” factor.1 From this we can conclude that a positive attitude towards people generates a strong tendency to attribute positive properties and "rejection" of negative ones, and vice versa - a negative attitude causes a tendency not to notice positive sides partner and highlight the negative ones. This is the effect of the factor in question.
It is very important to note that all these three schemes (factors) cover almost all possible situations of communication. It follows from this that the primary perception of another person is always erroneous. However, this is not quite true. Special studies show that almost every adult with sufficient communication experience is able to accurately determine almost all the characteristics of a partner.1
In each situation, the focus of perception is on those signs of a person that make it possible to determine his belonging to a particular group in accordance with the characteristics of the situation and the requirements for building further behavior. All other features and features that are "out of focus" are simply completed according to certain schemes. Thus, the perception of any other person is both right and wrong, both right and wrong.
We have two main sources of information at our disposal to determine the superiority parameter:2
1) clothes of a person, his whole image;
2) the manner of a person's behavior (how he sits, walks, talks, where he looks, etc.).
In addition to these two signs, we have no others. But these sources are really significant only because the information is embedded in them in accordance with historical stereotypes.
Highlight superiority with the help of some external, i.e. visible means are always very essential. Along with the democratization of society, the official role of clothing is changing. Now, for example, there are no prohibitions or rules, everyone can wear whatever they want. However, the connection of clothing with social position remains quite strong.
In the manner of behavior, as in clothing, there are always elements that make it possible to judge the status of a person. That is why people by the manner of behavior can determine equality or inequality with another person. The manner of behavior may contain signs of superiority in different reasons: due to real superiority, objective or only subjective, as well as due to situational superiority. Of course, the perception of superiority is influenced by the whole experience of a person and his inner position. It should be noted that the action of the factor of superiority begins when a person fixes the superiority of another over himself by signs in clothes and behavior.
The complexity of this side of communication is due to the fact that everyone is used to considering attractiveness only as an individual impression.
The last main characteristic that, in our opinion, needs to be considered is communication styles. The study of this issue is also important because further, when it comes to business communication, we will have to face the problem of choosing the style of business communication.
The style of communication significantly determines the behavior of a person in his interaction with other people. The specific choice of communication style is determined by many factors: personality traits of a person, his worldview and position in society, the characteristics of this society, and many others.
In general, communication style can be defined as a person's greater readiness for a particular situation. In this sense, there are three main styles. They can be conditionally called ritual, manipulative and humanistic. Ritual style is generated by intergroup situations, manipulative - business, and humanistic - interpersonal.
In our diploma research, we will proceed from the fact that communication style is a predisposition to a certain communication, orientation, readiness for it, which is manifested in how a person tends to approach most situations in communication.1 However, style does not completely determine a person’s communication, it can communicate in someone else's style. For example, if a person has a mostly manipulative style, this does not mean that his communication with his closest friend will also be businesslike. So, let's take a closer look at these communication styles.
ritual communication. Here the main task of the partners is to maintain contact with the society, to reinforce the idea of themselves as a member of society. At the same time, it is important that the partner in such communication is, as it were, a necessary attribute of the ritual. In real life, there are a huge number of rituals, sometimes very different situations, in which everyone participates as a kind of "mask" with predetermined properties. These rituals require only one thing from the participants - knowledge of the "rules of the game".
Many contacts are carried out in this style, which from the outside, and sometimes from the inside, seem meaningless, meaningless, since at first glance they are completely uninformative, they do not and cannot have any result. For example, a birthday. All those present have known each other for many years, gather together several times a year, sit for several hours and talk about the same thing. And not only do the topics of conversation, in essence, do not change, in addition, everyone can certainly predict the point of view of anyone on any issue. It would seem that this is an absolutely senseless waste of time, which should only cause irritation. It also happens, but much more often we get pleasure from such meetings.
The situation described is a typical case of ritual communication, in which the main thing is to reinforce the connection with one's group, reinforce one's attitudes, values, opinions, increase self-esteem and self-respect. In ritual communication, a partner is only a necessary attribute, and his individual characteristics are insignificant.
It follows from this how great importance man attaches to ritual communication. But ritual communication rarely prevails in life. It is only a prologue to another communication - manipulative (business communication).
manipulative communication. This is communication in which the partner is treated as a means of achieving goals external to him. What is important to demonstrate to the interlocutor in manipulative communication? Only what will help achieve the goal. In manipulative communication, we “slip” a stereotype to our partner, which we consider the most beneficial at the moment. And even if both partners have their own goals to change the point of view of the interlocutor, the one who turns out to be a more skillful manipulator will win, i.e. the one who knows the partner better, understands the goals better, owns the technique of communication better.
It should not be concluded that manipulation is a negative phenomenon. A huge number of professional tasks involve manipulative communication. In fact, any management always includes manipulative communication. That is why the effectiveness of these processes largely depends on the degree of knowledge of the laws and techniques of manipulative communication.
Manipulative communication is an extremely common type of communication that occurs mainly where there is a joint activity. It is important to remember one essential point - the attitude of a person to manipulative communication and the reverse effect of manipulative style.
And finally, there is the reverse effect of manipulative communication on the person who uses it. There is a manipulative deformation of the personality in those cases when, due to the frequent professional use of manipulative communication, good technique for its use and, accordingly, constant success in this field, a person begins to consider manipulative communication the only correct one. In this case, all human communication is reduced to manipulation.
humanistic communication. This is the most personal communication that allows you to satisfy such a human need as the need for understanding, sympathy, empathy. Neither ritual nor manipulative communication can fully satisfy this vital need. The goals of humanistic communication are not fixed, not planned initially. Its important feature is that the expected result of communication is not the maintenance of social ties, as in ritual communication, not a change in the partner's point of view, as in manipulative communication, but a joint change in the views of both partners, determined by the depth of communication.
The situations of humanistic communication are known to everyone - this is intimate, confessional, psychotherapeutic communication. It is connected with the mood and goals of the partners. But here it is necessary to point out the situations when this communication and even its individual elements out of place.
Humanistic communication is determined not so much from the outside (goal, conditions, situation, stereotypes), but from the inside (individuality, mood, attitude towards a partner). This does not mean that humanistic communication does not involve social determination. It is obvious that a person, no matter how he communicates, still remains social (that is, connected with the life and relations of people in society). However, in this communication (more than in other types) there is a dependence on individuality. In humanistic communication, the partner is perceived as a whole, without division into necessary and unnecessary functions, into important and unimportant qualities at the moment.
The main mechanism of influence in humanistic communication is suggestion - the most effective of all possible mechanisms. It is important to remember that this is a mutual suggestion, since both partners trust each other, and therefore the result is not a change in the point of view of one of them, but a mutual joint change in the views of both partners.
Summarizing everything we have said above, we can assume that we have examined the problem of communication in general in sufficient detail, and also dwelled on the structure, content, characteristics of the elements of communication (sides), mechanisms of influence on a communication partner and communication styles. The main conclusion that, in our opinion, can be made is that communication is a complex multilateral, multifaceted process. Therefore, further we will consider only its separate side (aspect) - business communication.

Communicative culture in business communication

Lecture 3

Business communication management Communicative culture - these are knowledge, abilities, skills in the field of organizing interaction between people and the actual interaction in the business sphere, which allow establishing psychological contact with business partners, achieving accurate perception and understanding in the process of communication, predicting the behavior of business partners, directing the behavior of business partners to the desired result. At the root of a communicative culture are the generally accepted moral requirements for communication, inextricably linked with the recognition of the uniqueness, the values of each person: politeness, correctness, tact, modesty, accuracy, courtesy. Politeness - this is an expression of respect for other people, their dignity, manifested in greetings and wishes, in the intonation of the voice, facial expressions and gestures. Antipode of politeness - coarseness . Rough relationships are not only an indicator of low culture, but also an economic category. It is estimated that as a result of rough treatment, workers lose an average of about 17% in labor productivity. Correctness - the ability to keep oneself within the limits of decency in any situations, first of all, conflict ones. Correct behavior is especially important in disputes, during which the search for truth is carried out, new constructive ideas opinions and beliefs are tested. Moreover, if the dispute is accompanied by attacks against opponents, it turns into an ordinary swara. Tact is also one of the important components of the communicative culture. Sense of tact - this is, first of all, a sense of proportion, a sense of boundaries in communication, the excess of which offends a person, puts him in an awkward position. There are tactless remarks about appearance or deed, sympathy expressed in the presence of others about the personal side of a person’s life, etc. Modesty in communication means restraint in assessments, respect for the tastes, affections of other people. ^ Antipodes of modesty arearrogance , swagger, posturing. Accuracy is also of great importance for the success of business relationships. It is difficult to conduct business without exact fulfillment of these promises and commitments in any form of life. Inaccuracy often borders on immoral behavior - deceit, lies. courtesy - this is the desire to be the first to show courtesy, to save another person from inconvenience and trouble. High level communicative culture is determined by the presence of the following personal qualities in the subject of communication:

empathy- the ability to see the world through the eyes of others, to understand it in the same way as they do;
benevolence- respect, sympathy, the ability to understand people, not approving their actions, willingness to support others;
authenticity- the ability to be oneself in contacts with other people;
concreteness- the ability to talk about their specific experiences, opinions, actions, the willingness to answer questions unambiguously;
initiative- the ability to ʼʼgo aheadʼʼ, establish contacts, willingness to take on some business in a situation that requires active intervention, and not just wait for others to start doing something;
immediacy- ability to speak and act directly;
openness- willingness to open your inner world to others and a firm conviction that this contributes to the establishment of healthy and strong relationships with others, sincerity;
accepting the feeling- the ability to express one's feelings and readiness to accept emotional expression from others;
self-knowledge- a research attitude to one's own life and behavior, a willingness to accept any information from people about how they perceive you, but at the same time be the author of self-esteem.

A person begins to better understand others if he learns the following aspects of his own personality:

own needs and value orientations, technique of personal work;
their perceptual skills, i.e. the ability to perceive the environment without subjective distortions, without the manifestation of persistent prejudices in relation to certain problems, personalities, social groups;
willingness to embrace new external environment;
their ability to understand the norms and values of other social groups and other cultures;
their feelings and mental states in connection with the influence of environmental factors;
their own ways of personalizing the external environment, i.e., the grounds and reasons for which something in the external environment is perceived as one's own, in relation to which the feeling of the owner is manifested. ^ The communication process can be broken down into five steps: Stage I - the beginning of the exchange of information, when the sender must clearly imagine ʼʼwhat exactlyʼʼ (what idea and what form to express it) and ʼʼfor what purposeʼʼ he wants to convey and what kind of response to receive. Stage II - the embodiment of the idea into words, symbols, into a message. Various channels of information transmission are selected and used, speech, gestures, facial expressions, written materials, electronic means communications: computer networks, Email etc. Stage III- transmission of information through the use of selected communication channels. Stage IV - the recipient of the information translates verbal (verbal) and non-verbal symbols into his thoughts - this process called decoding. V stage - stage feedback- the response of the recipient to the information received, at all stages of the communication process there may be interference that distorts the meaning of the transmitted information. The manager spends from 50 to 80% of the time on communication, because he must bring information to his subordinates and get the required reaction from them, as well as carry out information interaction with colleagues and senior management. 80% of foreign executives believe that the exchange of information is one of the most difficult problems in organizations, and ineffective communication is the main obstacle to achieving successful activity firms, because if people cannot communicate effectively, they will not be able to work together and achieve common goals. ^ There are 4 communicative roles: 1) ʼʼwatchmanʼʼ - controls the flow of information to another person in the same communication network (this role is played by secretaries, dispatchers); 2) ʼʼopinion leaderʼʼ - able to influence the attitudes and behavior of some other people (influence in an informal way); 3) ʼʼconnectedʼʼ - a connecting link between groups in a communication network; 4) ʼʼborder guardʼʼ - a person in a communication network who has a high degree of connection with the organizational environment.

1.4 Business communication management Communication management is a variety of forms and methods of managing people's interactions.

In the process of business communication, thanks to established contacts, people perceive some information, moods, spread or suppress rumors, support or debunk the source of information. It is quite clear that all business people must master the technique of live contact, both at the individual and collective levels, as well as the ability to handle the word.

When communicating, there is an interaction of at least two personalities, communication is a kind of independent human activity, and an attribute of its other types. Business communication is the most important factor not only in the formation and self-improvement of an employee, but also in his spiritual and physical health. At the same time, communication is a universal way of knowing other people, their inner world. Thanks to business communication, the employee acquires his own unique set of personal and business qualities.

Business communication performs a variety of functions, the main of which are:

‣‣‣ organization of joint activities;

‣‣‣ formation and development interpersonal relationships;

‣‣‣ people getting to know each other.

All this cannot be done without the communicative technique of communication, the degree of possession of which is the most important criterion for the professional suitability of an employee. personnel service. In other words, an employee of the personnel service, as a professional, must be able to:

‣‣‣ formulate goals and objectives of communication;

‣‣‣ organize communication;

‣‣‣ deal with complaints and statements;

‣‣‣ master skills and techniques, tactics and communication strategies;

‣‣‣ negotiate, manage a business meeting;

‣‣‣ prevent and resolve conflicts;

‣‣‣ prove and substantiate, argue and convince, reach agreement, conduct a conversation, discussion, dialogue, dispute;

‣‣‣ carry out psychotherapy, relieve stress, a sense of fear in the interlocutor, manage his behavior.

There are socio-psychological methods of communication management: infection, suggestion, imitation, persuasion, fashion, coercion.

Infection- this is an unconscious, spontaneous acceptance by a person of a certain psychological state.

Suggestion is the active influence of one subject on another. Suggestion takes place under the conditions of the authoritativeness of the source of suggestion, trust in the source of suggestion, and the absence of resistance to the inspiring influence.

Imitation- this is the reproduction by one person of certain patterns of behavior, manner of speaking, etc. of another person. The most massive manifestation of imitation - following fashion, and especially mindless copying of the manner of dressing, speaking and behaving like all kinds of idols among the youth.

Belief- this purposeful influence, exerted in order to transform the views of one person into the system of views of another, is the main method of influencing the conscious sphere of the individual. Its purpose is to activate the thinking of the individual in the assimilation of information, the formation of her conviction.

Persuasion is rarely used as a separate method of influencing people. It constantly interacts with imitation and suggestion. The difference between these concepts is that persuasion presupposes a conscious understanding of the information addressed to them, while imitation and suggestion are designed for their unconscious perception of this information due to the authority of the speaker, the mood of the audience, under the pressure of public opinion, personal value orientation. A similar psychological effect of exposure can be observed when listening to lectures, holding mass theatrical, sports events. A vivid example of the effectiveness of imitation and suggestion are such phenomena as fashion and rumors.

The application of the imitation method is based on the propensity of people to group psychological states. Imitation as a conscious or unconscious imitation of someone's actions, behavior and thinking is widespread in life, incl. and business practice.

More difficult is the method of suggestion. This is a reduction by word or in some other way to a certain psychological condition(mood, impression, actions) of another person when his volitional attention and concentration are distracted.

The difference between suggestion and imitation is that in imitation, the achievement of the goal is ensured by the visual expressiveness of the source of information or the increased attractiveness of the information emanating from it. Here, the effect of the image is the basis for the perception of information. And with suggestion, the achievement of the goal is determined by the direct emotional impact, the main charge of which is the word.

Compulsion in comparison with the previous methods, this is the most violent method of influencing people, since it involves the desire to force a person to behave contrary to his desire and beliefs. At the root of coercion lies the fear of punishment and other undesirable consequences for the individual. Ethically coercion must be justified in exceptional cases, in particular, if it comes to violating the rule of law or moral norms established in society.

In communication, persuasion, suggestion, imitation and coercion are used as interconnected system methods. The leader is called upon to skillfully use them during working meetings, various public meetings, meetings.