Communication goals. Goals and values of business communication What is business communication

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Business communication is of paramount importance for people who are involved in management. As studies in the field of management show, on communication and communication, according to averaged data, about 80-90% of the working time of managers of all known levels is spent.

The main goal business communication is the organization of fruitful cooperation, as well as the creation of optimal conditions for the successful solution of the problems facing the organization and its individual employees.

In other words, the purpose of business communication can be called the organization and optimization of a certain type of joint activity.

However, in addition to the general goal, it can also highlight personal goals, to one degree or another, realized by the direct participants in communication:

Committed to personal safety in the process social activities, in the course of performing their professional duties, which often manifests itself in avoiding the responsibility assigned to the employee;
- striving to improve their living standards, improve their financial situation;
- the desire for power, that is, the desire to expand the range of existing powers, to move only up the career ladder, to get rid of the burdensome burden of hierarchical control;
- the desire to increase their prestige, which is often combined with the desire to strengthen the prestige of the position and the organization itself.

But in order for the goal of business communication to be successfully realized, in modern psychological science there are two main ethical and psychological principles of business communication, which include:

The principle of creating conditions for identifying the creative potential and professional knowledge of the individual, on the basis of which it is possible to harmonize the personal goals of the employee with the general goals of the organization;
- the principle of authority and responsibility, regulating business communication within the framework of official rights and duties in accordance with the official status of the employee, his assessment business qualities and using his direct qualifications and experience.

Monarchy
Valuation of enterprises
Organization theory
Appraisal activity
Motivation theories

Business conversation

When starting a business or holding a director or negotiating position, a person must have business communication skills. This is a style of colloquial speech, which has its own characteristics, culture, ethics, psychology. There are several types of business communication, which depend on the goals and conditions of their conduct. We'll talk about all this in the online magazine psytheater.com.

What is Business Communication?

Business communication is a communication where people discuss specific issues, try to achieve their goals and interaction, which is associated with the main areas of their work activities in compliance with certain norms, rules and other areas of etiquette. Business communication is one of the types of communication between people, which is assumed exclusively in business circles.

The subject or several subjects are trying to achieve their goals through agreements with other people who can give them what they need. Here, each of the parties adheres to certain frameworks and norms in order to show their competence and efficiency.

If a person demonstrates business communication skills, then they are taken more seriously. Professionalism is manifested through a person's ability to communicate in the right slang.

Ethics of Business Communication

The ethics of business communication is understood as a person's understanding of the psychological, moral and national-cultural differences of his opponents from him. In business, you can meet different people. Sometimes it is necessary to be able to maintain neutrality to personal characteristics that depend on the experience and cultural traditions of another person.

Also, a business person should be able to clearly express his thoughts, argue proposals, understand the interlocutor, find ways out in a situation of disagreement. This can be facilitated by the ability to maintain a benevolent tone, conduct a conversation, listen to the interlocutor, and make a good impression.

A business person must abide by two principles:

Utilitarianism - any moral communication should bring all interlocutors to the desired result.
Moral imperative - moral decisions do not depend on a specific consequence.

The interlocutors should have a sincere interest in what topic they are talking about. This is the only way to find a common language, where opponents are trying to achieve maximum benefits for themselves, without prejudice to the benefits of partners.

Naturally, in business communication, interlocutors gather solely for some purpose. People are not going to talk just like that. Moreover, there can be a lot of goals. In the business sphere, partners often establish long-term contacts. Thus, the ability to negotiate and achieve the goals of all parties allows you to establish long-term relationships.

Typically, business partners provide information, perform actions, change roles, or complement their services. Thus, communication takes place not once, but constantly.

Psychology of business communication

During communication, a person shares his thoughts, ideas, feelings, emotional experiences, possible actions and consequences. In business communication, the emphasis is on the activities of companies. Activity becomes a key factor that interests opponents or may interest.

To establish long-term relationships with partners, you need to focus not only on those actions that can bring benefits to your company, but also on its characteristics, mentality, and culture. You will have to study your partner in order to understand what actions can be performed, what difficulties may arise, how to effectively negotiate, etc.

To psychologically win over the interlocutors, it is necessary to learn many techniques. The most famous are:

Partner name. If you refer to your opponent by name, you can fix his attention.
Mirroring, that is, the repetition of his actions, postures, voice intonation.
Literacy. The more competently and richly the speech is constructed, the more interesting it is for the interlocutor to communicate.

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Business culture

Business communication has its own culture. The person must adhere to it clearly in order to make a pleasant impression on the interlocutor. The main areas of the culture of business communication are:

Friendliness to the interlocutor.
Lack of influence of mood on speech and communication.
Interest in the topic.

A person should follow a certain framework in order to show their professionalism. Still, you should pay attention to human factor... Sometimes opponents evaluate the interlocutors not by what they are talking about, but by how they say it. If literacy, terminology and variety of sentences are respected, then the person becomes more interesting.

Business communication is present in all circles working sphere... It is used in many formats, so every business person should learn the rules and culture of this type of negotiation, which will always have a goal, time constraints and intervals.

Features of business communication

A feature of business communication is regulation, that is, the presence of certain frameworks, norms, attitudes that must be observed by absolutely any person. Allocate norms and guidelines:

Norms are rules that apply between interlocutors of the same status level.
Instructions - vertical communication, when a person of higher status can issue instructions and recommendations to an individual lower in status.

3) the implementation in the process of joint activities of personal relationships - friendship, love, envy, revenge.

Roles, combined with the motivation of participants in business communication, allow you to define and consolidate the languages and forms in which the relationship between them is realized.

Business communication takes place in a certain communication space, the limits or boundaries of which can be represented as follows:

1. I communicate with you only for the sake of business or I communicate with you because you are pleasant to me... At one pole, communication is determined by its goal, at the other - by the pleasure received from communication, regardless of the specific goal.

2. I do this with you because you are pleasant to me or because there is no other way... In some situations of business communication we have the opportunity to choose a partner for ourselves, in others we are doomed to work with him. As a rule, we choose an activity or place of work, rather than bosses, colleagues and subordinates.

3. We follow generally accepted norms of behavior, or the norms of our circle, or our personal forms of communication.

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Communication barriers in business communication:

1. An inferiority complex: professional, psychological, administrative. (“I can't” or “I can't do it”) They are not obvious to the partner. They can hide with the help of aggression, isolation, shyness.

2. Compulsion of communication, that is, the need to communicate with unpleasant people.

3. The complexity and secrecy of the goals and motives of the participants.

4. The specifics of the organizational context - the presence corporate culture and corporate ethics [7 , With. 17-23].

Exists special rituals of business communication... These are business conversations of various types, business correspondence, business etiquette, attributes of business communication, verbal and non-verbal signs and symbols of relationships, barriers, defenses and conflicts. For example, in a business conversation, it is customary to address each other formally, regardless of the nature of the relationship of partners outside of work. In addition, there may be forms of greeting or seating at the table that are characteristic of this particular working group and symbolize the nature and hierarchy of relationships in it. With the help of ritual forms: addresses, greetings, compliments, we can strengthen or weaken the effectiveness of the activity. But in general, in business communication, the goal and motivation is joint activity, and therefore it cannot be reduced to external forms. Business communication includes the ritual level, but is not limited to it.

Thus, business communication is one of the types of communication in which there is a role-based, interpersonal and ritual aspect. Business communication differs in that it is determined by external goals. Business communication is communication for the sake of something outside the communication itself. Business communication is compulsory. Business communication - communication according to strict rules, knowledge of which is mandatory. Business communication is formally impersonal, therefore, in business communication, the interests and motives of the participants may be hidden and need to be deciphered.

In business communication, the possibilities of choosing and changing one's role, forms of communication and partner are significantly narrower in comparison with interpersonal or ritual communication. Business communication takes place in a specific social space-time. Business communication is realized in predetermined forms: conversation, conversation, negotiations, joint activities. Business communication problems: difficulties, violations, barriers, conflicts, have their own specifics and their own methods of resolution.

Questions and assignment for self-examination

1. What types of communication exist depending on the communication technique?

2. List the distinctive features of communication styles (ritual, manipulative, humanistic).

3. List the functions of communication.

4. Define business communication. How is business communication different from all other types of communication?

5. What is the role of the personal factor in business communication?

6. Name the constituent components of the socio-psychological structure of business communication.

7. How does the concept of "business person" differ from the concept of "businessman"?

8. Describe your business style. Describe a business style that is as different as possible from yours.

(Tasks 7, 8 are completed in writing (in the form of an essay)

The concept and essence of business communication.

Business communication is realized in various forms:

Speech as the main means of communication. Types of business communication.

Communication is one of the forms of personality activity, the essence of which is the exchange of information between participants in the communicative process.

In the process of communication:

1 Information is encoded, transmitted, processed, decrypted.

2 Exchange of knowledge, spiritual values, attitudes, motives.

3 The influence on the emotional, volitional, intellectual spheres of the personality is carried out.

Communication is communication in which the transmitted information has essential meaning and personal meaning.

- "contact of masks" social communication

Formal role in the case

4 communication components.

Speaking - transfer of inf.

Hearing - reception inf.

Business communication plays an important role in different types professional activity determines their success. It acquires special significance for people involved in management. Thus, managers - managers spend 80% of their working time on communication. And this is no coincidence: after all, the purpose of business communication is to organize fruitful cooperation.

In the scientific and methodological literature, there are many definitions of the concept of "business communication". Here is one of them, which emphasizes the goal. Business conversation- this is interpersonal communication with the aim of organizing and optimizing one or another type of substantive activity: industrial, scientific, commercial, managerial, etc.

Business communication is a complex phenomenon. Its character is influenced by both vertical and horizontal communications in the process of interaction. Business people constantly have to communicate with persons standing at different levels of the hierarchical ladder (vertically), as well as with colleagues, employees of the same level (horizontally). In the first case, these are subordinate relations, in the second, partnerships.

Subordination relations are due to social status interlocutors and administrative and legal norms (for example, a manager is a subordinate).

These relations are characterized by the strict subordination of the junior in rank or position to the senior, the observance of the rules of official discipline. The leader makes decisions that are binding on the subordinate. How often a leader who prefers a subordinate type of relationship adheres to an authoritarian style of communication, he chooses a closed strategy of monologue. For him, the interlocutor is an object that can be manipulated. The main thing for him is not to listen to the interlocutor, but to speak himself. He sharply, categorically expresses his opinion. It is characterized by phrases like: I'm interested in this and that; I believe that; even though you do not know this; no, you're wrong.

This kind of relationship cannot be conducive to the success of the business. They shackle initiative, suppress feedback, kill interest in a case.

Partnerships are of a different nature. They are guided by a strategy of cooperation and mutual understanding, taking into account the common interests and needs of the participants. Such relations correspond to the Russian rhetorical ideal of the Socratic type, Platonic dialogues.

“It is no coincidence that in business life there is a shift from strict subordinate relations to partnerships, to the establishment of vertical subordinate - partnership relations. This increases the business and creative activity of people, is important factor technological production process "(5, 40).

What is typical for business communication? We will analyze this question in the next section.

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Communication goals. All people are aware of the basic human needs - water, food, sleep, safety, they attach great importance. The listed needs are a source of normal biological life for mankind. But also people have a responsibility to take care of psychological health. Communication is of great importance in the psychohygiene of an individual. It has long been proven that if a person is created conditions of complete isolation from the outside world, and is not given the opportunity to communicate, he will gradually become mentally unbalanced. Therefore, you need to give due importance to the quality of your communications. Thanks to them, people become social beings, not just biological ones. Interaction in communication makes it possible to achieve some kind of personal goal.

The purpose of communication between people is often that they know exactly why they need to communicate with this particular person.

The content of the goal and the means of communication fill the meaning of the communication process itself. That is, psychology explains the content of the goal and means of communication as follows: this is what people come into contact for and how it happens. With the help, people learn to understand how socio-economic, market relations work. People who are in business communication, who are in a hierarchical structure, being at a certain level of it, obeying someone one, or giving orders to someone else, know well how complex social relationships are, and this contributes to their socialization in society. The company's employees gain experience in knowledge of all coordination processes in society, they can see how to change conditions in order to achieve greater success with the help of these changes, to achieve all set goals.

Goals and objectives of communication

People in one way or another, constantly, set themselves certain goals. The goal in work, in studies, in competitions, there is also the goal of communication between people. Due to the fact that a person is a creature tuned in a collectivist way, it happens that he just needs a dialogue, he wants to talk heart to heart, for no obvious reason, and he truly believes that in this way he has no goal, then there is no final result from the conversation. But in fact, even the usual desire to just talk is also a goal, or rather an end in itself, communication for the sake of communication (with relatives, friends). Probably, such a simple reason is very important, because here a person does not use another person to achieve a certain goal of his own, but enjoys the process itself.

What are the goals of communication? Other goals are carried out in communication, in general there are just a lot of them, it is probably impossible to just name all of them, you can only generalize, since the goal is a specific idea that guides a person in his actions, deeds, thoughts.

Psychology divides the main goals of communication into personal and group, social, aesthetic, cognitive, biological.

In the process of personal communication, a person shares his problems, views, experiences and giving all this - in return he expects support, acceptance, understanding, it is this reaction that will be the goal of this communication for him. There are people who interact with others to validate their individuality, superiority, and dominance. They deliberately behave defiantly, and as soon as they notice that the interlocutor is reacting in the way they need (he is surprised, frightened, becomes silent, gets lost), they rejoice, because they have achieved their goal. Many are looking for salvation, help and protection in communication with another person, while some, on the contrary, see it as their goal to help everyone disinterestedly (altruism).

The purpose of communication may be acquaintance, the desire to establish contacts with a person because of sympathy or benefit. When looking for a partner to play, people are also required to make contact.

A group goal is also possible, for example, in a work team, where employees are connected by business communication, and they have a specific goal for the work plan. A group of students or schoolchildren also have a common goal related to scientific activity. In a sports team, communication goals are team cohesion and victory in competitions.

The microcosm of each person is a temple of all his thoughts, creates the autonomy and uniqueness of each subject. Therefore, being in communication with people, it is impossible to deny the fact that the characterological characteristics of a person affect the communication process. If the interlocutors cannot perceive each other normally and adequately, through personal mutual hostility, it will be very difficult for them to achieve some common goal. But when, overcoming their own prejudices, stepping over their own ego, they still support the communication channel, they have the opportunity to create extraordinary power together. The energy of two people merges and becomes one and strong, and if it is a group, then the accumulation of all their energy forms a huge force. Thanks to such a process as communication, people learned to live together, evolve and survive in the wild, so the goals of the group were achieved, and the needs of each individual person were satisfied.

The goals of communication directly depend on the type of relationship between the subjects: pedagogical - communication between a student and a teacher, in this regard, the goal is to teach and learn, a managerial goal (subordinate and boss), entrepreneurial - a seller who has a product and a consumer, goals that will bring them mutual benefit, curative - a healer who gave help and a patient who received it and many others.

Depending on the specifics of the conversation, there may be different goals and. If the contact between people occurs directly, they use speech, facial expressions, improvised objects to improve the visualization of what was said. If indirectly, they communicate through telephone conversations, SMS, letters.

The functions and goals of communication psychology in this regard claims that they are definitely dependent on each other, in this vein the following functions are distinguished: social adaptation (the formation of a person as a social being), transfer of information, regulation of relations with each other, the expressive function is displayed in exchange emotions and experiences.

Thus, the functions and goals of communication complement each other, and having carried out some function of communication, a certain goal is satisfied.

The purpose of business communication

There is business communication, which differs from ordinary communication in that it has a certain framework, it is limited by the fact that the subjects here are people, the subject of communication of which will always be an object associated with their work activities (solving organizational, managerial, productive tasks).

In business communication, the purpose of communication takes the form of negotiations.

The goals and means of communication in business communication are related to the subject of common work. For example, when a company needs to generate ideas, they use brainstorming techniques.

When labor issues are resolved, their solution becomes the goal of the entire team, and for this each employee, being an object of communication, must make his own efforts. Therefore, it is very important that all participants in the communication are people of the same level in order to reduce the risk of misunderstandings between them to a minimum. The circle of professionals solving business issues will be able to bring the company to the highest level. If in this circle, somehow, a person who does not understand practically anything about the company's activities falls into, he will not set a group goal to improve the organization and move it to a new level of capabilities, thus, he himself can undermine the reputation of the company, and confuse employees.

Individual employees and the company as a whole are faced with the main goals of communication - this is to provide optimal conditions for productive decisions and the organization of joint object activities. These goals are described in a very generalized way, there are also more specific ones, such communication goals are - creating a corporate culture, motivating employees, creating products, creating new services, developing ideas, forming a workforce, recruiting personnel, teaching personnel, trainings and many others. And, of course, during all these processes, mutual influence of partners occurs, therefore another important goal should be to create a friendly atmosphere and prevent the emergence of conflicts.

Even if the organization has a well-formed and tightly formed team, if everyone knows that they act for the common good of the company, all the same, every employee, no matter how it may be, is a person with individual views and attitudes. The individual views that are part of an employee's life are reflected in his attitude towards work and in labor activity... That is, being an element of a group, a person is also an individual, therefore, he can pursue personal goals.

Each employee wants to be protected, especially if his work is associated with a risk to life (miner, soldier, employee of the Ministry of Emergencies), in such cases, conducting a business conversation, he may ask for additional protection.

In communication with superiors, a subordinate can, guided by the goal of improving financial situation and quality of life, ask for higher wages. A greater chance of achieving such a goal will give certain actions for the good of the organization, which will be regarded as a reason for a salary increase or the issuance of a bonus. Along with the increase in wages, the employee is often set with the goal of raising his job level, raising him to a new level, expanding his powers and reducing hierarchical pressure. When a person has achieved the goal of increasing the position and salary, he at the same time secures new status and prestige, seeks to increase his authority.

Each employee acts, making certain decisions, which will be the best result for the company and the least outcome of their own efforts and costs in connection with these actions. An individual learns to combine personal and impersonal interests, adapting to the behavior of other colleagues, observing the norms of the company. Basically, these rules are property rights. Such rights are shared by who owns and what is. Relying on them, people act in a certain way, and make their choice, observing this and other rights.

Even following the rules and traditions formed in the company to a certain type interaction in communication, each employee will do things based on their own interests and benefits. This most often happens when an employee is insecure about his company and is not afraid of losing his position.

In the process of business communication, there is a continuous mutual influence, adaptation to each other and to changes in the very benefits, so the participants in the communication give their rivals the opportunity to choose, while acting in their personal interests. When the nature of the benefit changes, the attitude of the parties also changes, they change their behavior, so that they turn out to be consistent with other employees. Here, in fact, the mechanism of business communication of employees is concluded - their own goals are achieved using minimal means. The main thing in this process is a rational approach, then personal and group goals will be satisfied. A person, having learned from his own mistakes, will rely on the experience gained, and it will be better to evaluate the pros and cons of options for solving problems.

When formal issues that require a vote or a decision are discussed at a meeting, the participants in the business negotiations will be guided by the rationality and consistency of the put forward thoughts. Qualities such as creativity and intuition are not taken into account, as are the social qualities of a leader.

In business relationships, it also happens that people at higher levels help lower ones, wanting to tighten them up and make the company more successful. But there are also those who pretend that they want better, but in fact they harm their employees and try to get them out of the company, sometimes to take away their position, sometimes for personal reasons.

To achieve the goals of business communication in the organization, conditions must be created due to which the creative potential of the employee's personality, his professional knowledge with this, the company's management will be able to more easily relate to the requirements of subordinates and coordinate their personal interests and goals with the goals of the company.

Speaker of the Medical and Psychological Center "PsychoMed"

The purpose of human communication became the object of close psychological research only in the last century. It turned out that communication, like the desire for self-improvement, is a fundamental need for homo. It was then that communicans, that is, communicating, was added to the scientific definitions of a person - sapiens (reasonable) and habilis (skillful).

Communication between people is not just the exchange of various kinds of information. This is the foundation of human existence. Establishing interpersonal contacts helps individual individuals to fully develop, reach the heights of personal growth, maintain physical and mental health, get to know themselves, understand others, influence others and interact with them.

The information transmitted in the process of communication - it is its content - is divided into several types:

material - products and tools of labor;
cognitive - scientific and empirical information;
active - manipulations, skills and abilities;
conditioned - bodily and mental states;
incentive - interests, needs, motives.

The goals of human communication are very diverse, since they depend on one or another human need. Among them are:

social - strengthening ties between members of a group or society;
cultural - mutual enrichment with cultural achievements;
epistemological - the exchange of scientific knowledge;
creative - the transfer of author's, qualitatively new developments;
aesthetic - the interaction of means, forms and techniques of art;
ethical - the exchange of moral values;
intellectual - an introduction to experience that helps to reach a new level of consciousness;
biological - the acquisition of access to means of survival: food, housing, medicines;
personal - the exchange of experiences, thoughts and experiences with an interesting interlocutor, receiving pleasure from contact with him.

The goals of communication between people as a unique biostimulator of their spiritual and industrial activities are inextricably linked with communicative tasks. Let's name the main ones:

Affective- regulation emotional sphere participants in communication: mutual reinforcement emotional states or attenuation, convergence or polarization.

Information- the formation of the image of feelings and thoughts of the interlocutors.

Regulatory- coordination and correction of motives, interests and actions of interacting people, their mutual stimulation.

The number of people whose professional career directly depends on the ability to establish contacts, is constantly growing. The first dollar millionaire John Rockefeller, who had a good understanding of the goals and objectives of communication in modern world, expressed a willingness to pay a higher price for communication skills than for any product.

Business communication goals

Streamlining and improving activities - commercial, scientific, social, industrial - the achievement of a beneficial result for all its participants is the main goal of business communication. It can be disciplinary or informative in content.

At the same time, each of the negotiators sets himself the following tasks:

strengthening cooperation with partners, smoothing or avoiding disagreements between them;
increasing trust and mutual understanding;
achieving full-fledged interaction, its coordination and harmonization;
distribution of fronts of work or spheres of influence;
compliance with the "code of honor", that is, the norms of behavior adopted in this environment.

Productive business communication is not only a condition effective development enterprises. It is also the basis for the success of an individual. In the process of business communication, such valuable personal qualities are formed:

the ability to speak convincingly and listen carefully to the interlocutor;
persistence and delicacy;
the ability to subordinate and yield for the sake of the interests of the firm.

To achieve the goal of business communication, its participants must fulfill a number of specific requirements:

follow necessary instructions, internal regulations, legal and social norms;
not to deviate from the ethics of business contact within the framework of job roles that provide for a regulated range of responsibilities and rights;
interact in the same way with partners, regardless of their own preferences;
to record in writing or by means of a sound recording device important information during the meeting;
motivate and encourage participants in the negotiation process to achieve a productive result;
avoid conflicts both between the parties to the negotiations and intrapersonal;
condemn actions, not their performers;
evaluate the compatibility of partners to solve the range of tasks;
work not so much for their reputation as for the image of the organization.

It is not easy to master all of these competencies. Therefore, many enterprises value employees who have comprehended the wisdom of business communication.

Today they are especially in demand in those areas where the culture of communication is reduced, where norms are violated. ethical behavior, where they extort profits in the form of gifts, bribes, "left" payments. Such incidents are unacceptable in a business world based on mutually beneficial deals.

Each person, entering even the closest contacts, retains his identity, spiritual autonomy. Therefore, achieving the goals of communication is impossible without overcoming disagreements and other difficulties arising in the interaction of people. But it is in such difficult communications that a real chance appears to achieve success in personal growth and self-development.

Business conversation

Introduction.doc

Business communication goals

Business Communication Values

As soon as they did not name a person: and homo sapiens (a rational person), and homo fuber (a person who produces), and homo ludens (a person who plays). It seems that with no less reason he can be called homo communicans - a communicating person.

Russian thinker Pyotr Chaadaev (1794-1856) wittily remarked: "Deprived of communication with other creatures, we would nibble the grass, and not reflect on our nature." And he was right, because the natural way of a person's existence is his connection with other people, and a person himself becomes a person only in communication.

The need for communication, according to psychologists, is one of the basic (basic) human needs. The importance of communication as a basic need is determined by the fact that "it dictates the behavior of people with no less authority than, for example, the so-called vital needs." Communication is a necessary condition for the normal development of a person as a member of society and as a person, a condition for his spiritual and physical health.

Acting as a powerful consumer of human energy, communication at the same time is an invaluable biostimulator of his life and spiritual aspirations.

In psychology, communication is defined as the interaction of two or more people, consisting in the exchange of information between them of a cognitive or emotional-evaluative nature. Depending on the communication technique used and its goals, the following types can be distinguished:

H "Contact of masks", that is, formal communication, in which there is no desire to understand and take into account the personality traits of the interlocutor.

H Formal-role communication, in which both the content and the means of communication are regulated by social roles and communication.

Social communication is formal, and its participants say what is supposed to be said in such cases.

H Manipulative communication. It is aimed at obtaining one-sided benefits from an interview using a manipulative technique of influencing the opponent in communication, depending on his characteristics as a person.

Material, i.e. exchange of products or items of activity;

Cognitive, i.e. knowledge Exchange;

Active, i.e. exchange of actions, abilities, skills.

Cognitive and actionable communication occurs, for example, in the learning process.

Conditioned, i.e. exchange of mental or physiological states (smile to cheer up, to piss off a grimace);

Motivational, i.e. exchange of motives, goals, needs, attitudes (come on, come on!).

Business communications are used to organize and optimize a particular type of activity (professional, industrial, scientific, commercial, political, etc.). And since communication is a subject-oriented target activity, the content of each communicative form (lecture, report, discussion, conversation) depends on the communicative intention and the expected result. So, if the purpose of communication is to clarify something, then the content and form of information presentation will be instructive (instruction), narrative (consultation) or reasoning (comment). If it is necessary to refute someone's arguments, then evidence, critical remarks will be used.

In addition, the peculiarities of the current situation and personal qualities partner. For example, to transfer information you wanted to use the deduction method (from general to specific), but in the course of communication you were convinced that the induction method is more appropriate for a given business partner (from special cases, examples to generalization and conclusions).

Business communications

By means business communications are methods of encoding, transmitting and decoding (decrypting) information.

Coding is a way of transferring information from one person to another. Encoding is done using symbols and signs (letters, schemes, sounds, gestures).

The transmission of encoded information occurs through channels. The channels can be broadcast, wires, paper.

Business communication tasks

Business communication is the basis for the successful development of not only the enterprise as a whole, but also the individual. It is an important type of relationship between people, supported by norms and rules.

Communication is subdivided into:

communicative, implying the exchange of information;
interactive, consisting in interaction between participants;
perceptual, meaning the establishment of a relationship between partners.

All three types are based on a system of ethical values, where the most important criteria are - evil, good, good, justice, duty, responsibility, etc. Business relationships should lead to the harmonization and coordination of interests.

1.2. Business communication, its types and structure

Business communication takes a significant place in the lives of many people, because constantly have to discuss issues related to the organization of production, with the life of the work collective, the performance of job and official duties, the conclusion of various kinds of transactions, contracts, decision-making, paperwork, etc. It acquires special significance for people involved in management. As studies in the field of management show, 80% of the working time of managers at all levels is spent on communication.

Business conversation Is a process of interrelation and interaction, in which there is an exchange of activities, information and experience, presupposing the achievement of a certain result, the solution of a specific problem or the implementation of a specific goal [ 13 , c. 118]. Business communication should have a concrete result - the product of joint activities, information, career, power, as well as the accompanying intellectual analysis and emotional experiences.

Business communication can be roughly divided into direct(direct contact) and indirect(there is a space-time distance between partners). Direct business communication is more effective, the power of emotional impact and suggestion than indirect.

In general, business communication differs from ordinary (informal) communication in that in its process a goal and specific tasks are set that require their solution. In business communication, we cannot stop interacting with a partner (at least without loss for both parties). In ordinary friendly communication, most often specific tasks are not set, specific goals are not pursued. Such communication can be terminated (at the request of the participants) at any time.

There are two types of business communication: verbal and non-verbal. Verbal communication (from Lat. "verbalis" - verbal) is carried out with the help of words. At non-verbal communication means of transmitting information are postures, gestures, facial expressions, intonation, views, territorial location, etc.

The subject of business communication is a common cause. Content of business communication constitutes a socially significant joint activity of people, which implies coordination of actions, understanding and acceptance by each of its participants of the goals, objectives and specifics of this activity, their role and their capabilities for its implementation.

The purpose business communication is the organization and optimization of a certain type of joint substantive activity. In addition to the general purpose of business communication, it is possible to single out personal goals implemented by the participants in the communication:

1) striving for personal safety in the process of social activity, which often manifests itself in avoiding responsibility;

2) striving to improve their living standards;

3) the desire for power, i.e. the desire to expand the scope of their powers, move up the career ladder, get rid of the burden of hierarchical control;

4) the desire to increase their prestige, which is often combined with the desire to strengthen the prestige of the position held and the organization itself [ 11 , c. eleven].

In addition to the main goals, business communication has and psychological functions:

Binding - I and You. For example, we are writing a scientific article together.

Formative - I am like YOU. For example, I am learning from you to write a scientific article.

Confirming - I am like that. For example, I realized that I can write a scientific article.

Emotionally organizing - We. For example, how nice it is to work together.

Distinctive features of the circumstances of business communication:

1. Community of goals, or motives, or activities.

2. The presence of a common social space-time: organization, group, team.

3. The interconnectedness of the participants - the system of social roles and the hierarchy of communication.

4. Regulation of forms of communication.

The concept of "business communication" emphasizes the feasibility and possibility of breeding subjective desires and objective conditions in the process of personal interaction.

In the case of business communication, the desire to communicate is secondary to the need. Compulsion is the main feature that distinguishes business communication from ritual and interpersonal.

The formal context of business communication is the organization.

Organization- a form of uniting people with functions and structure given by the external environment, existing independently of the specific people interacting in it.

Considering the socio-psychological structure of business communication, we highlight:

1) system of social roles- bosses, colleagues, subordinates, partners, clients, in which the subjects of business communication act.

Boss- a person who has the right to dispose in a given social and professional space-time due to external circumstances and the presence of special properties. The role of a boss requires the ability to decide, organize, command, control, reward, and punish.

Colleague- a person who is with another in the same professional community and close social and service status. This role presupposes a relationship of equality, professional interaction, professional loyalty and ethics.

Subordinate- This role requires the ability to perform, follow the rules and obey. The boss and the subordinate must keep their distance from each other.

Partnerships- this is a relationship in which there is 1) awareness of the mutually beneficial cooperation, 2) the presence of a common gender of activity in a certain space - time ("we cannot live without each other"), 3) development of a strategy of behavior that allows you to preserve the relationship and "face" of each partner ...

Business communication goals

Back to Business Communication

Business communication is of paramount importance for people who are involved in management. As studies in the field of management show, on communication and communication, according to averaged data, about 80-90% of the working time of managers of all known levels is spent.

A characteristic feature of business communication is that the content and goals are aimed at solving production and social problems. However, business communication, like communication in general, is usually viewed as a complex and multifaceted process that can act at the same time as a process of interaction between individuals, and as an information process, and as the relationship of people to each other, and as a process of interaction with each other. on each other, and as a process of empathy and mutual understanding of each other. Consequently, business communication includes all the variety of communication functions: communicative, emotive, emotional, cognitive (cognitive), conative (assimilation), voluntary (impact), phatic (establishing contact between people). If there is no mutual understanding in business communication, then the communication cannot be considered successful. Business communication and personal communication are intertwined with each other and can turn into one another. In whatever forms communication is manifested, it is business, if its defining content is socially significant joint activity.

Individuals and whole groups can act as subjects of communication. The content of business communication is determined by the needs for joint activities, which implies coordination of actions, understanding and acceptance by each of its participants of the goals, objectives and specifics of this activity, their role and their capabilities for its implementation.

Business communication in management activities allows the manager to analyze the relationship of people, the forms of contacts and the means of establishing them, methods of inclusion in the team, factors that determine the behavior of employees in joint activities. Thus, the manager gets the opportunity to objectively assess the state of the system's functioning and, if necessary, take an adequate management decision to transfer the system from one state to another, higher one. This is the main essence of management activities.

Thus, the content of business communication is socially significant joint activity. At the same time, the interlocutor is faced with the task of not only exchanging business information, but also achieving its adequate understanding. In the process of business communication, communication barriers often arise, that is, psychological obstacles to the transfer and acceptance of information between communication partners. Communication barriers are subdivided into barriers to understanding, barriers to socio-cultural difference, and barriers to relationship.

The first type of barriers is usually associated with phonetic, semantic meaning. Socio-cultural barriers in business communication can be generated by ethnic differences in understanding the issues discussed, differences in age, gender or professional orientation. Relationship barriers are a purely psychological phenomenon, such obstacles to contact arise when a feeling of distrust between the interlocutors is manifested, which affects the level of acceptance of the information discussed. The ability to communicate largely depends on the temperament and psychological properties of the individual. A sociable person easily gets in touch, quickly organizes communication, and disposes of an interlocutor.

Business communication goals include:

- conclusion of a contract;
- problem solving;
- agreement about something;
- changing the point of view of the interlocutor;
- correction of incorrect information;
- increase in income;
- growth of personal influence;
- career growth;
- the acquisition of new information.

Business communication is a real process, a process of interconnection and mutual influence of people, solving problems as a result of joint activities.

Joint activity is a set of general group tasks in which the community participates.

The variety of factors that ensure the productivity of business communication requires compliance with the rules and regulations of business etiquette, knowledge and compliance with the psychological laws of communication.