Compliance with the ethics of business communication is the basis of a successful team. Relationships built on the rules of professional ethics and mutual respect create a comfortable working atmosphere and maintain motivation in the team. The article presents the basic principles of business communication ethics, tips and rules that will be useful to both employees and managers.
BUSINESS ETHICS: Rules, Norms and Basic Principles
To control oneself so much as to respect others as oneself, and to do unto them as we would have them do unto us, is what can be called philanthropy.
Confucius
- 1.What is it?
- 2.Rules and basic principles of ethics of business communication
- 3.Main types of business communication
- 4. Communication “superior-subordinate”
- 5. Communication “subordinate-boss”
- 6.Employee-employee communication
- BUSINESS ETHICS: Rules, Norms and Basic Principles
- How to behave at an interview to get hired?
- Nonverbal communication in business communication
- 10 phrases you shouldn't say to your employees
- I am responsible for everything! Or, how dangerous is hyper-responsibility?
Basic Rules
- Punctuality is a manifestation of respect for partners. To maintain punctuality, business people use planning.
- Recency. You shouldn't say too much. This applies both to communication on the topic of solving a specific problem, and to the personal lives of employees, colleagues, and partners.
- Respect for colleagues and partners. In business communication there is no place for curiosity, selfishness, or intolerance. It is necessary to respect the opinion of your interlocutor, no matter how wrong it may seem to you.
- Using the correct language. Ability to conduct a conversation and create interest in the communication process.
- The ability to clearly formulate the purpose of a conversation, conversation, negotiation, etc.
- Maintaining self-control, control over feelings and emotions. Calm communication without rudeness, even if the interlocutor behaves in a manner inappropriate for a business person.
- It is necessary to adhere to business attire. The dress code affects the characteristics and outcome of business communication.
- No unnecessary gestures when meeting. Apart from a handshake, you should not touch your interlocutor in any other way.
Appearance rules
Dress code
In your apartment you can walk around as you like, even in pajamas and funny socks. If you arrive at the office, or even more so for a meeting, please follow the dress code. Otherwise, the wrong impression may be formed about you. Representatives of the older generation may consider you frivolous, superficial and even - oh horror! - incompetent . Yes, we understand that professionalism does not depend on appearance. But the traditions of society are strong, and rebelling against them is stupid and short-sighted. You are not 15 years old.
Basic dress code rules:
- for men - a business suit or shirt with trousers. Jacket, shirt and jeans are acceptable. For women - a suit, blouse and pencil skirt, no minis and, God forbid, deep necklines;
- minimum accessories. For men, watches and cufflinks are acceptable. For women - a maximum of two accessories: earrings and a ring, a chain or earrings, and so on. If you have sets of jewelry, do not wear all the items at once, it is vulgar;
- neat haircut, well-groomed hair, for men - a styled beard and mustache, if any;
- neat manicure, well-groomed hands;
- clean shoes in any weather, even if you got to the office by subway or dog sled;
- no tattoos or piercings in visible places. If you have a large, visible tattoo, it is better to hide it under clothes. If you establish a good relationship with your partner, you can show it later, but at first it’s better not to take risks. You don't know what views he holds.
The more important the meeting or negotiations, the more strictly the dress code must be observed. Remember, this is in your best interest.
Dress code for women and men
Gestures, movements, facial expressions
It sounds funny, but in fact, many deals have been broken because the partner made an inappropriate gesture or was too familiar. It is clear that everything is subjective: an open person will not be intimidated if the interlocutor actively waves his arms or blows kisses to everyone. Still, you should adhere to the basic rules - at least at the first meeting . And then you will see for yourself how the interlocutor reacts.
Please note the following points:
- straight posture, restrained movements without fussiness;
- look into the eyes - confident, firm, but not arrogant;
- restrained facial expressions, try to control emotions. In difficult situations, when you want to curse or, conversely, laugh, put on a “poker face”;
- Tactile contact is allowed only in the form of handshakes. Leave pats on the shoulder, tight hugs, and especially kisses for loved ones: not all people love the touch of strangers. According to the rules of etiquette, only a handshake is permissible - preferably a short and energetic one.
Tip: practice in front of a mirror in advance or ask a loved one to “read” your facial expressions or movements . If there are signs of nervousness, fussiness, or too violent emotional reactions, eradicate these habits. Remember that many entrepreneurs have studied body language and know the basic rules. For example, eyes slanted to the left are a sign of lying. Arms crossed on the chest - a desire to isolate oneself. Whoever the toes of the interlocutor’s shoes point to is the one who is most important to him at the moment. And so on and so forth - the Internet is full of such advice.
Workplace is ok
It’s cool, of course, to justify the mess on your desk and in your office by saying that you are a creative person, but I’m afraid your partners won’t understand. Practice shows that order on the table magically clears your thoughts and brings order to your head . Try it and see for yourself!
Disorder in the workplace is unacceptable
Business communication processes
The process of business communication is not only conversations and correspondence. This concept covers emotions, gestures, and manners. Research shows that more than 60-70% of communication is based on non-verbal communication. And only about 30-40% are verbal.
During the verbal process, the rules of speech communication apply. This also includes speech etiquette, the observance of which allows you to build business relationships on a more civilized level. There are rules for the nonverbal communication process. They relate to body language, facial expressions, and general human behavior. This is a separate major area that anyone can study on a large scale if they wish. This will be helped by etiquette trainings conducted by our company. Of the basic rules listed above, this includes control over emotions. Rude communication and excessive harshness are unacceptable. Emotionality should not be present when conducting the same negotiations.
Forms and purposes of business communication, its functions
There are several forms of business communication. The main ones are:
- Conversation;
- Negotiation;
- Discussion;
- Meeting;
- Meeting;
- Correspondence;
- Performance.
Each of the listed forms has its own characteristics. However, the general rules of business communication are observed in all cases. For example, respect for opponents is present in every form. Another example would be the rule of punctuality. It is unacceptable to be late for the same negotiations.
If we talk about the purpose of business communication, it is defined as the impact on others. Such influence is expressed in the desire to persuade opponents to take some actions, actions, change their opinions, and achieve from them what they want within the business framework. An additional goal can be called the desire to learn more information about the interlocutor in order to use it in further communication to achieve the main goal. At the same time, the rules are followed, for example, the conversation is conducted in a polite manner, since in the communication of business people an impolite attitude towards an opponent is unacceptable.
Functions of business communication:
- Information and communication – associated with the accumulation, formation, as well as transmission and reception of information;
- Regulatory-communicative – involving the correction of behavior, the choice of methods of influencing the opponent;
- Effective communication – expressed in the formation of the emotional shell of the interlocutors.
Principles and means of business communication
Principles of business communication:
- Interpersonality
Business contacts are characterized by interpersonal relationships. Communication concerns the topics being discussed, the parties are interested in, and also demonstrates the attitude towards each other.
- Focus
Business communication is always built on achieving some goal.
- Continuity
Communication occurs continuously. Even if the opponent is silent, what he, for example, thinks can be understood from the characteristics of his behavior. Any behavior can carry one or another information.
- Multidimensionality
In the process of communication, not only information exchange occurs. Opponents adjust their relationships during communication.
When communicating, certain means of communication are used: verbal and non-verbal. Speech is considered verbal. For a business person, it should be distinguished by accuracy, clarity, correctness, purity, and brevity. This also includes listening skills. The result of business communication always depends on the degree of mastery of this skill. If a person does not know how to listen, then he will not be able to communicate with partners, colleagues, clients in such a way that the communication is effective and efficient.
Important! Speech culture and business communication are integral concepts from each other.
Non-verbal means include intonation, gestures, facial expressions, postures, etc. Moreover, in the business world, all of the above points are given even more importance than words. For a businessman, it is not only important to control his non-verbal behavior, but also to be able to correctly evaluate facial expressions, gestures, postures of his opponent in a business conversation, conversation, etc.
Completion of negotiations
At the end of the meeting, it is necessary to clear the atmosphere a little. After the official part of the event is completed, the head of the host party may offer to remove their jackets. But the initiative to end the negotiations should remain with the leader of the guests.
Reaching agreements at a meeting
When discussing a particular solution to a problem, participants in the negotiation process strive to achieve specific results. Any contracts and agreements can only be accepted within the so-called negotiation space. These are the acceptable solutions that opponents can agree on.
Agreements can be reached based on the following types of decisions:
- compromise – involving mutual concessions;
- asymmetrical - in which the concessions of one side significantly exceed the concessions of opponents;
- fundamentally new - maximally suiting both sides.
Let's summarize the meeting
Business meetings, as a rule, end with the adoption of one decision or another. Negotiation etiquette requires that it be documented. Authorized representatives of both parties sign the final documents and receive their copies.
Following the meeting, a written report . It can be sent to partners for approval.
All agreements reached must be respected, regardless of whether they were oral or written. The most important rule of business etiquette is to keep your word.
Analysis of the results of negotiations
Negotiations are considered completed only when their result has been fully analyzed, all measures have been taken to implement the agreements, and conclusions have been drawn that will help prepare for the next events.
The analysis is carried out in order to compare the purpose of the negotiations and their final result , to determine the actions that follow from the results.
Psychology of business communication: role and characteristics
Business communication is a multifaceted process of relationship development. His role is important. Often opponents forget about it, which leads to various problems. It is necessary to know about the proper level of communication in a business environment, without exaggerating your opinion of yourself. At the same time, it is important to understand that the role of business communication is different if we evaluate it from the point of view of the status of the interlocutors. However, it has one thing in common – its importance is undeniable.
Characteristics of business communication are:
- Regularity – subordination to certain rules, which are determined by the type of communication, the degree of formality, the purpose, as well as national and cultural traditions;
- Compliance with role role. In different communicative situations, a person has to act in a different role: boss, subordinate, etc.;
- Responsibility for the result. The success of business communication is determined by strategy, tactics, in other words, the ability to clearly formulate one’s goals and determine the interests of opponents;
- Strictness in relation to the use of linguistic means. It is unacceptable to use profanity, jargon, or engage in rude conversation, which is a requirement of business communication ethics.
Foreign partners - nuances of negotiations
In order to achieve mutual understanding with foreign partners, it is important to strictly adhere to generally accepted norms of business etiquette, as well as to know national traits and the psychology of behavior. To do this, when preparing for the event, you need to become familiar with the culture of the country where the guests are coming from.
For example, negotiations with foreign partners from the United States require the most direct dialogue; they perceive hints as dishonesty or uncertainty. In Japanese etiquette, silence is often valued more than the spoken word. Therefore, the Japanese leave sentences unsaid until they are sure how the interlocutor will perceive them.
Organization of business communications
When organizing business communication, certain rules apply. They concern preparation taking into account different outcomes, both positive and negative. You need to plan your time, create an appropriate environment, prepare your emotional state, and get acquainted with information about your partner.
The place of communication should not distract or interfere with communication. If necessary, you need to provide equipment - prepare auxiliary materials, some necessary documents, etc. When choosing a strategy, tactics, you should determine the direction, understand what can be sacrificed during communication. The process of direct communication must begin with establishing contact in order to create a favorable atmosphere. The process of information exchange is important. You need to be able to ask questions, listen to your opponent, observe his behavior, and correctly analyze the interlocutor’s reactions.
Negotiation
Conducting business negotiations fits into the following scheme:
- start of the meeting;
- exchange of information;
- argumentation and counterargumentation;
- search and decision making;
- final part.
The success of this process is determined by the ability of the interlocutors to ask questions and hear answers , as well as compliance with business etiquette. All meeting participants must be accurate, honest, correct and tactful.
Introduction and seating of guests
All members of the receiving party must gather at the appointed time in a room prepared for the negotiation process. Employees who are not participating in the event are usually responsible for greeting guests.
The head of the host delegation is the first to greet those gathered and introduce himself, then the head of the guest delegation. Then the owner invites everyone to take their seats. He's the first to do it. The rest of the participants take their seats based on the signs placed. Most often, both leaders are located opposite each other, in the center. Representatives of each delegation are seated along their side of the long table.
After all negotiators have taken their seats, the host leader can begin introducing his team. After this, according to business etiquette, the turn goes to the head of the guests.
If there are less than ten participants at a meeting, business cards are exchanged. Everyone hands their card to the person opposite.
Defining a list of issues and forming an agenda
Starting and conducting a conversation is the responsibility of the leader of the receiving party. His task is to prevent prolonged pauses, which can be misinterpreted as a signal to end the conversation.
According to etiquette, you should not start discussing the problem right off the bat. First, it is customary to exchange phrases on abstract topics. For example, you can note the existing experience of fruitful cooperation or at least talk about the weather. And it is better not to touch upon such topics as religion, national issues, sports preferences. They can cause disagreements. Then the head of the hosts moves on to the main topic of the negotiations and can give the floor to other participants and experts.
Business etiquette involves taking minutes of a meeting . For this purpose, handwritten notes or recordings on a voice recorder are used. But to conduct it, it is necessary to inform both parties and obtain their approval.
Discussion of controversial issues
Negotiation processes do not always end successfully; the interests of the participants often do not coincide. The parties may not agree on the main topic of discussion or specific proposals and theses. In this case, they agree on the next round of negotiations in order to take a break and continue to search for solutions to each problem.
When controversial issues arise, etiquette requires maintaining competent speech and calm.
