The subtleties of the psychology of business communication

Business communication is fundamentally different from conversations on everyday topics. The subtleties of the psychology of this type of conversation require the formation of etiquette in order to conclude mutually beneficial cooperation.

Business communication is the creation of a complex multi-stage process of creating relationships between interlocutors, which are linked by common professional interests. A characteristic feature is strict behavior within the established boundaries, limited by the etiquette of official activities with a flavor of national tolerance.

Etiquette subordinates itself to two categories - a list of regulations and instructions. The latter represent the attitude of employees to a higher position, while norms are the psychological aspects of interaction between employees of equal position in the career ladder system.

However, both groups obey the general requirements of polite cooperation. Personal interests, dislikes and negative moods should not influence the course of work.

The culture of communication is in several main stages, which provide for further relations between business partners:

• A polite greeting to show the other person a friendly disposition. People should trust each other in the framework of joint activities;
• Acquaintance means establishing contact to visually represent each other;
• Targeting a specific topic;
• Discussion of the goal or resolution of a sensitive issue;
• The outcome of the conversation.

Knowledge of the rules of business communication allows a person to rapidly climb the career ladder, increasing their status and importance in society. In the process of improvement, the individual forms a certain style of behavior, which in most cases depends on the type of activity:

1. Humanistic... This approach is gaining more and more popularity, as it involves providing support and joint search for a solution to the problem. The employee is perceived as a person with individual qualities, taking into account his emotions and character;
2. Manipulative. The manager or colleague uses the interlocutor as a tool to achieve specific goals. For example, personal strict control over the performance of tasks is the manipulation of one partner over another;
3. Ritual style, unlike humanistic, implies the creation of the desired status in society. Business and personal qualities are erased against the background of a certain "mask", the characteristics of which were set in advance. This is a daily role for each employee, formed individually.

Knowledge of communication policy allows you to establish business contacts, because business communication is an integral part of the management of organizational processes. Owners, managers and employees must effectively communicate their thoughts and ideas to other people inside and outside the company.

This type of communication at work is a verbal transfer of information. Verbal communication can take the form of meetings, face-to-face conversations, telephone conversations, and video conferences. It is the best type of business communication, as it allows the interlocutors to visually evaluate each other.

Non-verbal communication is represented by business notes, official letters, documents and various announcements. In order to send the same type of message to multiple people, non-verbal communication is of practical importance. It can help in the transmission of technical instructions and demonstrate diagrams, graphs that need to be viewed in order to work.

Also, non-verbal communication during a personal meeting is expressed in various gestures, postures and facial expressions. Behavior carries additional information for the interlocutor and helps him to draw appropriate conclusions.

Technology has opened up new forms of business communication. E-mail, web conferencing, social networks allow you to conduct business communication with several persons at the same time. Official websites of companies reduce the level of communication with the consumer, while at the same time demonstrating the strong qualities and characteristics of the company.

However, in establishing a business relationship, direct communication is important, which helps to establish eye contact and form a visual representation of the interlocutor. It is important that both sides are in the same time and space, as it is necessary for the participants to make a good impression. Personal presence can have a strong impact on the entire business communication process.

Direct contact is not always possible depending on the situation. Exactly, as well as the discussion of the issue with several persons creates a barrier to the exchange of information. Consequently, business communication takes a different form of interaction:

• Business correspondence... Orders, letters and decrees are an indirect form of communication. Written communication is necessary to resolve conflict or acute situations both within the organization and between legal entities;
• Press conference involves informing the public to discuss topical issues through a meeting of officials with representatives of the media;
• Meeting. It is carried out directly within the organization in order to formulate and resolve the problem between employees. The manager needs to discuss work activities with several employees at the same time.

In the course of professional activity, various situations arise that cover the forms of business communication. Some cannot be resolved without conflict, others require a tolerant approach. The process is hampered by the emotional outbursts of individuals defending their own point of view.

Having personal characteristics complements the definition of business communication. The interacting parties observe the established etiquette, which develops depending on national and professional characteristics. Psychology, linguistic behavior and the participants' perceptions of the state apparatus also have a significant impact on the course of the conversation.

The strategy that forms the basis of the conversation must be chosen correctly. For this purpose, it is recommended to first take into account the characteristics of the interlocutor:

• type of temperament and expression of emotions;
• language features;
• national customs;
• professional sphere;
• position in the company;
• tolerance and attitude towards people of a different nationality.

Ethics in the philosophy of business communication plays an important role, being an urgent issue today. Almost everyone commits a commercial transaction on a daily basis. Moreover, a significant part of life belongs to participation and preparation for professional activities.

As part of comprehensive ethics programs, many companies have developed internal policies that address the cultural behavior of employees. The policy is implemented both in simple calls for compliance with the general rules of culture, and in a more detailed code.

The latter contains specific behavioral requirements that express the company's expectations of workers. Also, internal policy is a list of recommendations for solving some common problems that arise in the course of doing business.

Business ethics are based on two areas: pragmatism and prescription. The first principle is to extract the maximum benefit from more people. The cost should be offset by the cumulative benefits of business contacts and agreements.

The moral injunction is that decisions made by an individual should not depend on the consequences and rules dictated by society. For example, the organization should not lie to the consumer about the services it provides.

Knowing business etiquette is relevant because it helps the interviewee to take a more advantageous position. However, the interlocutors should take into account the interests of each other and build on mutual benefits when discussing the goal. At the same time, it is necessary to defend positions with a well-defined speech, correctly formulating your thoughts. Achieving a positive result depends on mutual understanding and cooperation of both parties.

The field of business communication affects almost all areas of daily life. Such extensive interaction is no exception to the list of interpersonal communications, requiring adjustment of processes.

The course of business negotiations processes is based on the basic principles:

• Business communication affects not only the discussion of specific issues, but also the personal relationship of the interlocutors. Thus, any contact is not complete without interpersonal collision;
• Each person initiates the continuity of the conversation through verbal and non-verbal gestures. Thanks to such messages, the interlocutor draws conclusions and simulates the current situation;
• Purposefulness. Any communicative act carries a specific goal: to establish business contact or to solve a general problem. Along with it, there are also latent tasks. For example, when describing a problem in order to convey the essence of the meeting, the presenter is able to unknowingly demonstrate to the audience erudition and eloquence;
• Multidimensionality is based not only on the circulation of information between interlocutors, but also on the appropriate regulation of relationships. A conversation is a broadcast of personal data and an agreement between business partners. At the same time, there is a manifestation of an emotional background between individuals. For example, one of the interlocutors is able to express a dominant position in relation to his partner.

The rules of conduct dictate the tone of the conversation. Any wrong gesture and careless word can disrupt a multimillion-dollar deal, while a benevolent disposition will help to conclude a lucrative contract. It is important to know the list of basic norms for a positive outcome of business communication.

It is necessary to keep the optimal pace of the conversation and use psychological techniques. Slow conversation distracts the interlocutor from the main exchange of information. On the other hand, thanks to quick speech, it is almost impossible to convey the necessary information to the listener. By alternating between long and short messages, a positive outcome can be achieved.

Suggestions overloaded with information should be broken down into smaller, easily digestible ones. However, do not use only short passages that do not make the desired impression.

When creating an image, it is recommended to observe several norms that increase the percentage of success:

1. The beginning of a conversation should not be burdensome with business proposals. The interlocutor can accept them as aggressive attacks, to which he will immediately respond with extreme dislike for the conversation;
2. Correctly asked questions will help bring the interlocutor to the right thought and dilute a tense conversation;
3. You should not openly express your own point of view. If this cannot be avoided, then it is necessary to disguise the thought under a subjective opinion, expressed softly and unobtrusively;
4. Business communication requires respect for etiquette. Going beyond the boundaries of cultural norms negatively affects the course of communication;
5. It is not recommended to express ready-made solutions.Encouraging self-inference contributes to the disposition of the interlocutor and a favorable outcome of interpersonal contact.

The ability to articulate thoughts and the right strategy can increase the chances of achieving a goal. At the same time, the participants must fulfill their own roles in the framework of mutually beneficial cooperation. Interlocutors need to take into account each other's interests and respect established cultural norms.

When conducting business communication, one should not leave the professional space. In everyday life, the interlocutor can be both a manager and a mid-level employee. Both participants comply with the role of professional activity. In work, cooperation and active interaction are important.

For even more information on the most important business communication skills, see the next video.