Business communication is communication in the field of business cooperation with its own rules and regulations. Its main task is to achieve a specific goal in the process of business interaction.
In practice, various types of business communication are used, each of which has its own characteristics. In order to more fully reveal the concept of business communication, it is worth considering its types and forms and their features in more detail.
Meaning and role
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The scope of business and services is constantly expanding and updating. The level of competition is increasing. In the field of management, properly structured business communication influences the implementation of set goals. Therefore, competence in the field of business communication has significant weight for the successful construction of business relationships. In addition to the field of production, business communication extends to the spheres of science, politics, education, and culture.
Business communication performs a number of functions:
- Communicative. It is expressed in the need of people to communicate, build relationships, and ensures interconnection between different people.
- Informative. It lies in the need to transfer and exchange information with each other, enriching one’s knowledge and skills.
- Integrative. It is expressed in the unification of all participants in business interaction with one common goal and objectives. In the case of competitive relationships, this is an opportunity to include both parties in the search for an acceptable option for cooperation.
- Regulatory. Through business communication, people influence other people to achieve productive results.
Avoidance of negotiations
In fact, you can come to an agreement with everyone. But why then is the ability to negotiate considered an art? The fact is that everyone has their own talent, it is possible to develop the talent of a negotiator and become a professional in this field.
Despite this, negotiations are often perceived as an activity that takes up too many resources: time and money. Therefore, less productive ways to achieve a goal are often used. This is the acceptance of an agreement under duress, by order, by decision of an arbitrator. But all these methods are ineffective and do not contribute to fruitful cooperation and satisfaction of both parties.
Types and forms
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Business communication depends on the circumstances and situation. The choice is determined by business needs, goals and objectives. In psychology, there are direct and indirect types of communication.
Direct
Direct types mean those in which communication occurs through direct interaction between the parties. Here communication is most emotionally charged, has a lively character and the power of impact. This is the most effective type of business communication. Example: business conversation, negotiations, meeting, etc.
Indirect
By indirect types we mean those in which, with the help of intermediaries, a certain distance is created between the parties to the communication process. This type of business communication may be the least effective due to the lack of direct contact (not being supported emotionally). However, in some cases it can be more advantageous than direct communication. Example: any business correspondence, mailing lists, communication via instant messengers, etc.
Business correspondence
In addition, depending on the method of information exchange, business communication can take place orally or in writing.
Main forms of business communication:
- Conversation is a process of exchanging information and opinions within a narrow circle of employees to consider certain issues.
- negotiations are the process of resolving problems that have arisen in order to make an optimal solution suitable for both parties to the negotiations.
- A meeting is a process of collective discussion of issues that have arisen.
- Public speaking is the process of conveying information that is important to the entire team to the speakers.
- A press conference is the process of interaction between a speaker and the media to announce socially significant news.
- Brainstorming is a process of active interaction of all team members to propose each a unique way out of a difficult situation in an attempt to find an alternative solution.
- Telephone conversation is a type of remote communication using telephone communications to exchange information and solve problems.
- Correspondence is a type of remote communication using paper or electronic digital media.
Difficult client - how to win a discussion
Conflict resolution is one aspect of doing business. Sometimes you come across difficult clients who are not easy to please. Common types: smart guys, rude people and shy people. The former demonstrate product awareness with aplomb. They should be supported in their opinion and involved in dialogue. With rude people, the main thing is not to give in to provocations.
Shy people need to be helped to navigate their choices, as well as find out who actually makes the purchasing decision and appeal to them by describing the value of the service or product. It is necessary to be customer oriented but maintain a strong position. A difficult client will help you understand the weaknesses of the business.
Negotiation is not a competition. After all, where there are winners, there are also losers. This balance of power is fundamentally wrong and leads to a negative result.
Rules of communication in business
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The rules of communication in business are based on the principles of business etiquette. The basic rules of culture and communication ethics are:
- Respect. Any business interaction should be based on respect for colleagues, partners, clients and even competitors.
- No familiarity. You cannot get personal, as this style of communication will be regarded by your partner as disrespect.
- Listening skills. For a successful business, it is useful to be able to listen to your opponent.
- Punctuality. The ability to properly organize time, understanding the time frame of one’s own and others’ work is a very important rule of the business world.
- Discipline. A business person must be able to exercise self-control. He understands that at work there is time only for work, but not for anything personal and distracting.
- Confidentiality. This means that the employee must understand that each organization has its own trade secret, which he does not have the right to disclose.
- Telephone and Internet etiquette. Business communication cannot exist without telephone or Internet transmission of information and negotiations, so a business person must master the skill of this method of communication.
- Subordination. In any organization there are management and subordinates, each of them has its own functions in the work process. Therefore, hierarchical business relationships are established between them, based on strict adherence to the distribution of roles and mutual respect.
- Dress code. In any organization there are rules for wearing business attire that are followed by everyone. Business style focuses attention on the work process.
Dress code
- Literacy. Competent speech and business writing style are highly valued, so thanks to them business communication is as effective as possible.
- Stress resistance. For successful communication in business, such a quality as resistance to conflict situations is useful.
- Tolerance to criticism. It is necessary to understand that everyone can make a mistake - this is normal, so it is better to learn to take criticism in a constructive manner.
Business ethics
Ethics in business communication is one of the most important components of successful cooperation between partners.
What is ethics? In general, its concept includes a set of norms that regulate human behavior in society. The word itself denotes the manner in which one should behave when communicating with other people. Business ethics implies almost the same thing, only it concerns exclusively managers and businessmen. It represents the rules that must be followed during business negotiations.
The head of a company cannot always conduct a conversation flawlessly. But every mistake made can lead to failure. To prevent this from happening, you should be able to admit your mistake and take steps to prevent it in the future.
- When greeting, you must politely say hello by shaking hands with all participants in the negotiations. Don't squeeze your hand too hard.
- Before starting a conversation, you should offer your partners coffee or tea. This tradition appeared not so long ago, but nowadays almost everyone uses it. Drinks are offered to make a person feel relaxed and have a more positive attitude.
- If an unpleasant mistake was made during the negotiations, you must apologize to your partners for the inconvenience caused. After this, you can continue the conversation.
- When discussing business issues with your partner, try to answer all his questions. If for some reason you cannot answer right now. Apologize and ask for time to think about it before a specific date.
- Have a pen and notepad with you and write down all important information. At the end of the negotiations, you should not go back and ask again for information that you have already been given.
- Don't raise your voice, speak clearly and clearly.
- When dressing, adhere to a business casual style.
Ethics in business communication also involves following certain steps in business communication.
What rules to follow
There are basic rules of speech etiquette that can be found in any business etiquette textbook:
- Clear and correct pronunciation (do not “swallow” syllables or words).
- Maintaining correct intonation, correct placement of accents (do not strengthen or weaken the intonation of the voice where it is inappropriate).
- Average speech rate (no need to jabber or draw out words and sentences).
- Avoid using filler words. Such words are often meaningless and make speech boring.
- Appropriateness of gestures (no need to wave your arms, do not use gestures where it is inappropriate).
- The use of slang expressions, rudeness and a large number of diminutive words is not allowed.
In addition to verbal communication, there is non-verbal communication, which is no less important in business communication. Monitor your interlocutor's behavior. Here are some rules of etiquette for this silent language:
- It is necessary to maintain a distance from your business partner. The distance between you should be a little further than from a person you know well.
- The handshake is very important. It shows that you are respected and want to cooperate. A confident and long handshake is a good sign.
- If the interlocutor often glances briefly at the clock or at the door, this indicates that he wants to quickly end the conversation and leave.
- If the opponent clasps his hands, draws something with a pen on paper, shakes or taps his foot, then this may mean that he is nervous and closes down to avoid the conversation. Just change the topic of conversation.
- If a business partner puts his hands on his belt, then he wants to appear important and dominate the business relationship.
- When the interlocutor unbuttons his jacket, releases his tie, puts his hands on his knees or on the table, and exhales, this means that he has made a final decision.
Mobile etiquette
You need to call a mobile phone for business matters during business hours; on weekdays, this is considered to be the time period from 09:00 to 21:00. Always turn off your phone when talking or having lunch together. The ringtone should be neutral (classic telephone trill, unobtrusive melody or just a silent vibration alert). If you call someone and the answering machine goes on, don't hang up. Introduce yourself and ask to call you back when convenient. If your call is not answered, call back no earlier than two hours later - the owner of the phone will see the missed call and call back. It is impolite to wait more than six rings; it is better to hang up after the fifth ring. You should not ask about the availability of the interlocutor’s time if you are calling during business hours for a specific short question.
The one who started it ends the conversation. If the connection is interrupted, the person who called will call back. It’s best to answer after the second or third call - if you pick up the phone right away, the caller may not have time to concentrate. Don't hang up the call - it's rude. You need to answer and ask to call back (or promise to call back) after a specific period of time, say in two hours. There is no need to apologize at the end of the conversation for taking up the other person’s time; it is better to simply thank them for the opportunity to talk about your business. Do not give out mobile phone numbers without the consent of their owners.
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Psychological techniques
In order to achieve their goals, in business communication they use special psychological techniques that help to most effectively win people over:
- "Proper name". Before addressing a person, you must call him by name and patronymic. This way he will understand that at the moment attention is being paid only to him, and he will see this as a sign of respect.
Psychological technique “Mirror”
- "Mirror". This technique implies that the speaker's face can be a mirror for the opponent. Emotions are contagious. Any person is capable of spreading his positive emotions to others, which will only be beneficial when communicating. When your interlocutor smiles, nods, and empathizes, he understands that he is supported and will definitely appreciate it.
- "Gold words". It is necessary to use positively colored words in speech towards the interlocutor. It's worth giving him a compliment (just don't overdo it). Any person will only be pleased with euphonious words addressed to him.
- "Active listener" When speaking, you need to be attentive and patient, and actively listen to your interlocutor. It is better to start your part of the dialogue after the person has finished his main idea. The interlocutor will see the significance of his words and will feel a sense of respect for the speaker.
Interesting. The concept of business communication is defined as a complex integrated process of communication, which includes bilateral partnership cooperation and is characterized by compliance with the rules of business etiquette. These features of business relationships allow for the most effective interaction, which is important for business development and progress in general.
Business communication is a golden key that, in skillful hands, opens any door in the business world.
Preparing for negotiations
You need to prepare for any negotiations. Whether it's signing a multimillion-dollar contract or a job interview, preparation increases your chances of success.
The first thing you need to do is answer the question “What can make negotiations successful?” There is no need to pretend to yourself, you know perfectly well the advantages and disadvantages of your product or service, but try to put yourself in the shoes of your interlocutor and understand what might interest him.
There are three stages of negotiations. The first is preparation, which includes establishing contact, planning a meeting, and preparation itself (collecting information about a possible client/partner, creating a presentation, preparing a speech). The second is conducting negotiations; the third is the development of an agreement.
The information gathering stage plays an important role in mastering the situation as a whole. You, of course, have previously studied the subject of negotiations - it was not by chance that your choice fell on this or that company or specific people. The task at this level is to search for information about the negotiator on the other side, to identify common interests, because, as you know, it is easier to reach an agreement when there are points of contact. Knowing the interests and preferences of your counterpart will allow you to choose the right meeting place (if it takes place in a restaurant, for example). Knowing these nuances is especially important in international business. Thus, a representative of a medium-sized business in England may prefer a conversation over a pint of beer in a pub to negotiations in the office - this is absolutely normal!
If you need the art of negotiation for an interview, then take the time to read a couple of articles on the Internet about the employer and the direction of his activities. This does not mean that during a meeting you should sprinkle in facts, but the knowledge will be useful to you in answering many questions from personnel officers like: “Why did you choose our company?
