Norms of ethics of business communication and professional etiquette. Features of the ethics of business communication

What is ethics business communication? This is politeness, a culture of communication and the ability to solve any situation without arguing and shouting. Like universal human moral norms, the ethics of business behavior are not spelled out anywhere. Therefore, its concept in people is somewhat vague. In this article, you can get acquainted with the rules, principles and norms of business conduct.

concept

What is business ethics? These are principles and norms that have been developed over the years. Thanks to them, you can solve any controversial situation without conflict and assault. Ethics of business communication regulates job responsibilities employees, their external and internal behavior, and also forms business reputation each individual employee. Thanks to the norms, rules and principles, people manage to maintain a friendly atmosphere in the team, avoid disputes and misunderstandings. The unwritten respect that each person has for his superiors, colleagues, and clients gives him the opportunity to treat everyone impartially.

Some companies even create written ethical codes so that employees know how to behave in a given situation. And in some companies special psychological courses and trainings are held.

Respect for other people's opinions

How often does a person believe that he is right, but others are not? This happens all the time. The ethics of business communication is, first of all, respect for the opinions of others. A person must understand that at work, and in life, he is surrounded by people who were brought up guided by some other principles, perhaps they have different life values. But your vision of the world and your values should not interfere with working with people. Respect for other people's opinions is the path to success that leads to promotion. People who know how to enter into the position of another and listen to his reasoned position always achieve more than those people who believe that their opinion is the only one that deserves attention.

Features of the ethics of business communication are that people have to find compromises. There is no magic tool that helps a person to convince his opponent that he is right. You have to do it with arguments. And if you do not know how to clearly, beautifully and concisely prove your position, be prepared for the fact that your opinion will remain unheard. There is no one to be offended in such a situation. It should be understood that in order to become someone in the business world, you need to be able to present yourself and your opinion. And also do not forget to correct it periodically, if circumstances require it.

Gossip

The ethics of business communication is respect for your colleagues. And what kind of respect can we talk about if a person spreads gossip? normal relationship you can support with those people who will not mix their personal lives and business connections. Of course, your colleagues may be interested in information about the new restaurant you were at yesterday, but not everyone will be pleased to hear about how tired your boss is. And if discussing management with your colleagues is half the trouble, then discussing your colleagues is a real problem. If you talk about someone and spill other people's secrets, you will no longer be taken seriously.

You need to be able to respect someone else's privacy. Do not make up tales and do not convey what you heard from colleagues over a cup of coffee drunk together. Know how to be above gossip and gossip. If someone asks you for your opinion on this or that person, just say what you could boldly say in the face of the person in question.

Don't talk too much

Want to appear smarter? Be silent more. This is the golden principle of business ethics. In order not to get into an absurd situation, try to keep your cool. If you have nothing to say to a colleague over a cup of coffee, you may well spend your break in silence. Don't be afraid of being thought badly of you. It will be worse if you talk about something absolutely uninteresting for your interlocutor.

Be careful what you tell and to whom. Try not to discuss your colleagues or speak badly about the current state of the working project. You should also exclude the topic of finance. You can discuss money matters only with clients or business partners. Business must be done openly. Colleagues must know exactly who, for what and how much receives. Transparent accounting removes all disputes and misunderstandings that may arise in the team.

Do not break verbal agreements

A person who keeps his word is worthy of respect. The ability to comply with oral agreements is one of the principles of business communication ethics. Having agreed with someone about something, you should write down what you promised to do. And if the project has a deadline, you will need to meet the deadlines, and ideally, do it in advance. Don't make promises if you know you can't keep the request. Do you want to offend someone? You will offend him more if you disappoint him when you cannot fulfill the promise. It’s not so scary to refuse requests for help, it’s worse to be branded as a person who does not keep his promises.

Sometimes some unscrupulous people can promise something and forget. And when they are asked the result, they will say that there was no contract, since nothing is documented anywhere. It is not worth throwing off responsibility in this way. Once having undermined self-confidence, it will be difficult to return it, and sometimes impossible.

A culture of speech

Do you want to follow the rules of ethical business communication? Then watch not only what you say, but also how you do it. Keep a businesslike style of communication. Do not use rude and even more obscene words. Do not raise your voice to a colleague, boss, or sponsor. A calm and reasonable person always inspires more confidence.

Control the speed of your speech. Some people speak too fast, while others, on the contrary, are used to drawing out words. Both options are inappropriate. Speak at the optimum speed for the listener. You can work it out at home by talking with your family.

If you have a strong accent, you need to get rid of it. Some believe that the wrong way of speaking adds charm to them. It's funny to hear that. Perhaps this will make the actor more charismatic, but definitely not a man in a business suit.

Don't neglect your own health and that of others

Leaders must take care of their subordinates. If a project is running out of time, you can ask employees to work overtime, but for this processing should be given an additional day off. If processing happens too often, think about how well the work process is set up. Perhaps your trusted people who oversee this or that project are not up to the task assigned to them.

In business communication, there are invisible boundaries that separate each person. This area is called personal space. It should not be broken. Each person should take care not to overstep the boundaries of the colleague's personal space and not bring his subtle spiritual nature to tears. Such cases are not uncommon. In any team, you can meet energy vampires who do nothing but spoil the mood of those around them.

Language of the body

Speaking briefly about the ethics of business communication, one cannot fail to mention non-verbal signs. body language plays important role both in everyday life and in the business world. What should you know and what should you avoid? When communicating with your partners, or colleagues, try not to take closed poses. Do not cross your arms or legs unless absolutely necessary. Don't put your hands in your pockets. If you can't find a use for your hands, gesticulate.

Do not fiddle with pencils and pens. Small objects flying every now and then in the visibility zone are very distracting from the essence of the conversation. Don't make sudden movements. It is they who give out internal tension. Be relaxed. You should be comfortable sitting in a chair or standing in front of a person.

Don't worry about your appearance. It is very unpleasant to watch how the person sitting in front of you now and then straightens his hair or tie. This shows the fact that your opponent is trying his best to please you.

Let others speak

Ethical business communication requires that people communicate with each other in a courteous manner. You have probably noticed that some people, in a fit of passion or when some thought has completely taken over their mind, begin to behave very unnaturally. They raise their voice, interrupt the interlocutor and believe that their opinion is the only true one. You must respect all the people gathered in the office. Let everyone speak.

Even if you are the head of the organization and have already made a decision, listen to the opinion from the outside. A person is always pleased when his opinion is asked. Even if you don't apply the advice you've received from your peers, the mere fact of having a respectful conversation will lift you up in their eyes. The main thing to remember is that you should never interrupt a person. Even if your opponent is talking complete nonsense, you should listen to him to the end.

Listen to the interlocutor

The concept of ethics in business communication is based on a unique human property that very few have. Listening is the greatest gift you can develop. Everyone can hear the interlocutor, but not many can delve into the essence of his monologue. Most people are so used to playing with one goal that they do not even try to delve into the essence of the conversation. When a person does not speak, he forms in the brain a phrase that he will pronounce. He simply does not have free time to understand what, in general, is at stake. This is the reason why most of the controversy occurs. It is difficult to convey your thoughts to a person when he closes and thinks completely not about the subject of the conversation.

It is easy to develop the skill of an attentive listener. Try not to have an internal conversation with yourself while someone else is talking to you. It might be difficult at first. To test how well you understand the essence of the conversation, do a simple exercise after each conversation. Roll the dialogue back. Phrase by phrase, try to build your speech and the speech of the interlocutor. Such a simple exercise will show you how many percent of the conversation you managed to remember.

Be Friendly

The ethics and culture of business communication is based on your internal and external state. In any situation, no matter how bad it may be, you should keep a face. Smile at the person and talk to them as friendly as possible. Your opponent is not to blame for family troubles, that the bus was late, or that the car did not start in the morning.

Minor annoyances should not spoil the mood for you or your colleagues. Thanks to a positive outlook on the world and a friendly attitude, you will be known as a kind and open person. This characteristic will allow you to win the trust of colleagues, customers and superiors. And most importantly, always being in a good mood, you will develop a habit of positive thinking that will help you overcome all life's troubles.

Business conversation

28.07.2015

Snezhana Ivanova

Business communication, its types and forms act as a kind of link on which any business interaction between people is built.

The concept of business communication is inextricably linked with interaction in the field of cooperation. Not a single entrepreneur or employer can do without business interaction in their work. Business communication, its types and forms act as a kind of link on which any business interaction between people is built. The head of the enterprise must take on the function of a wise mentor who will direct his employees in the right direction, help them grow and develop professionally. Employees must respect their leader without fail. Only in this case they will be able to really learn something useful from him.

The rules of business communication should be known to every self-respecting person. Otherwise, he risks himself getting into an unpleasant situation and putting others in an awkward position.

Types of business communication

Business communication to one degree or another involves purposeful interaction within the framework of teamwork in order to obtain a certain result. Traditionally, it is customary to distinguish several types of business communication.

Business correspondence. This type of communication refers to the so-called correspondence interaction, when information is conveyed to the interlocutor by means of a letter. Writing a business letter is not as easy as it might seem at first glance. It is necessary to take into account some points, such as: the design of the electronic message, the time frame within which the answer will remain relevant, the conciseness of the presentation of the necessary information. As a result business correspondence people can come to certain conclusions and conclusions. Read more in the article.
Business conversation. The ethics of business communication necessarily includes such conversations that would benefit the development of the company or enterprise. In a business conversation, a manager and a subordinate can clarify significant issues for themselves, determine the range of necessary tasks that require immediate solutions, and discuss the results. It is during a business conversation that the significant elements of the activity are clarified and the necessary details are clarified. Any working moments can be considered with the help of this type of business communication.
Business meeting. Sometimes it is not enough just to have a conversation with employees within the framework of corporate work. To achieve more effective interaction and a better understanding is required to resort to a business meeting. These meetings deal with significant urgent issues that cannot be delayed. Meetings can be held both among managers and be directed to the work of the chief with the staff.
Public speaking. Business communication is designed to ensure the establishment of business relationships between employees. Public speaking is used in cases where it is important to convey some kind of information that is introductory and presentational in nature to the audience. The one who speaks to the audience must have all the necessary knowledge on the subject of his report, as well as a number of personal characteristics that allow him to freely and easily reproduce this information. Basic requirements for the speaker: competent speech, self-confidence, clarity and consistency of presentation of the material.
Business meeting. They are an essential element of business communication. With the help of negotiations, you can quickly solve an important problem, determine the immediate goals and objectives of the company's development, hear the opinion and intentions of the opponent. Business negotiations are most often held between the leaders of different organizations in order to identify their positions and come to a common decision.
Discussion. It often occurs in the course of business communication as a result of a clash of different points of view. The culture of business communication does not allow you to freely and openly express your positions if they contradict public morality, but with the help of discussion you can sometimes argue within the accepted norms. The discussion reveals different views on the same problem and can often cover the subject of the dispute from opposite sides.

Functions of business communication

Business communication is a well-coordinated system of interaction of entire groups of people with each other. Traditionally, it is customary to single out several basic functions of business communication. All of them should be considered in close relationship with each other, because the process of business communication itself is a single mechanism.

Information and communication function is that all participants in a conversation or negotiation exchange with each other the necessary information. In order for each of those present to constantly follow the progress of the conversation and “not fall out” of the topic, a great concentration of attention and interest is required. If the topic is relatively exciting, of scientific or artistic value, then it will be much easier for listeners to perceive it. In the case of "heavy" topics, moreover, poorly developed by the speaker, the quality of the material does not correspond to the required level.
interactive function consists in the need to correctly plan the sequence of actions between the participants in business communication. The exchange of impressions about the solved business problems makes employees of one enterprise, one way or another, evaluate each other's actions. When one employee pays attention to the speech of his colleague, he is already to some extent able to correct and control his own behavior.
perceptual function expresses itself through the perception of one interlocutor by another in the course of business communication. When we observe the activities of colleagues, as a result we learn not only to memorize the information we need, but also to analyze it, compare it with individual ideas and knowledge about life. Perception is necessary for every person for the full development of the personality, awareness of one's individuality, building ideas about objects and phenomena.

Stages of business communication

Business communication always takes place in several stages, which follow one after another in turn. None of them can be omitted, since together they contribute to the formation of the process of adequate business communication. , as a rule, implies strict adherence to all the rules. The norms of business communication cannot be fully observed without taking into account the main stages of business communication.

Formation of a motive. It should be understood as the threshold of what can be called proper conversation, conversation between people. Business communication arises, as a rule, out of necessity, as a result of purposeful meaningful action. Awareness of the need to meet certain person and offer him your services or consult yourself is a kind of preparation for a personal meeting. Without a significant motive, goals, business partners will not interact effectively with each other. Preparatory stage is the time when future partners analyze the need for participation in relation to each other, check the significance of future fruitful cooperation.
Establishing contact. Usually occurs at the first meeting of partners. Business communication begins when the need arises. To establish contact, interaction at the level of views is important. After all, if a person does not inspire confidence in us, we are able to recognize it precisely by the eyes. A meeting and a fruitful business conversation, as a rule, is preceded by a mutual handshake. When business partners have exchanged the necessary greetings, the actual interaction begins.
Formulation of the problem. Business partners are unlikely to meet to drink tea together or have fun. They have a mutual joint problem that requires a solution. Moreover, the decision is necessary for all participants in the negotiations. At the meeting, a discussion of significant contradictions, existing difficulties and difficulties begins. If the manufacturer of the product and potential client, then the problems of the latter are discussed and a constructive solution is proposed.
Information exchange. The ethics of business communication does not allow getting personal during important negotiations, but in their course, partners exchange important information with each other, which may turn out to be not only useful, but necessary, necessary. Businessmen are often willing to pay huge sums of money for such information. How do business partners convince each other? Of course, not empty phrases and promises. In business and business communication, an important element is argumentation, the ability to prove the veracity of one's words, to confirm their significance.
Search for a solution. It usually proceeds from the need to resolve a significant contradiction. Once a trusting conversation has been established, a reasoned and consistent search for a solution can take place. Usually it is immediately fixed by the relevant contract.
Drawing up a contract. It is necessary as a written confirmation of a specific transaction. Business communication is always focused on the result, the creation of a specific product of activity. It is for this reason that it is required to sign important papers and strictly comply with all clauses of the contract.
Analysis of results. This is the last stage of business communication. After some time after the negotiations, its participants again gather together and analyze the results. This can be expressed in the calculation of profits, as well as in the fact that there is a desire to cooperate on an ongoing basis.

Features of business communication

Business communication is different from personal contacts, which has a number of characteristics that distinguish it from all other interactions. What are these features? Let's take a look at them together.

The Importance of Reputation in business communication is simply huge. In the world of business, reputation is everything, and to lose it means to lose your business. It has been developed over the years, and therefore every competent leader values his name very much. The name in individual entrepreneurship is a guarantee, the basis on which success is built. No self-respecting businessman will do anything that could refute or lower his reputation in the eyes of the public. Otherwise, all the achievements that have been accumulated so far will inevitably be lost. Business is not only the number of successful transactions, but also the opportunity to grow in your business, to act for the benefit of other people. For example, if a company is engaged in the production of sportswear and footwear, it is extremely interested in the product being of high quality. Otherwise, very soon the face of the enterprise will be lost.
Specificity and clarity is another important part of business communication. Leaders must always be very precise and reliable in defining their goals. Only then do they have the opportunity to fully move forward, really develop professionally. So far, a clear goal for the development of the company has not been set and there can be no talk of the laws of its formation. The presence of a far-reaching goal contributes to rapid self-organization, building constructive positions within the team, and forming a sense of responsibility.
Mutually beneficial cooperation is what everyone aspires to successful businessman and what is its direct activity. Entering into cooperation with other enterprises, a competent specialist always leads to a situation where both parties who have concluded a contract turn out to be winners. An experienced businessman knows that it is completely unacceptable to care only about his own well-being and forget about partners. In business, the ability to build business relationships, business communication itself decides everything. A wise leader will never be truly satisfied until he spreads the well-being that has come to him to the people around him. If achievements are not built on the principles of harmony and environmental friendliness of success, then it will soon turn out that they were false.

Principles of business communication

Business communication requires maximum concentration from all participants in the process. The ability to effectively interact with customers, colleagues, even competitors is a very valuable and necessary experience. It is necessary not only to have direct knowledge on the subject of a business conversation, but also to be able to take into account important features interactions. Let's dwell on them in more detail.

Control over the situation

In business, you can't show your true emotions. All successful entrepreneurs know this axiom. If you want to achieve great results in your individual activities learn to grit your teeth at some point. It is extremely important to keep your finger on the pulse, to control everything that happens: new deals, signing contracts, your own feelings and doubts about this. After all, if the leader constantly thinks about whether he is really doing the right thing, the company is unlikely to succeed.

Control over current situation allows you to keep abreast of events, whatever they may be. The opportunity to take active action arises only when there is a clear plan, the confidence that all the steps are correct and planned in advance.

If the interlocutor behaves extremely unrestrainedly, never join him. Verbal skirmish, heated argument - these are not components successful business. The real ingredients of a successful entrepreneur are always patience and hard work.

Ability to listen to your client

At the dawn of the development of any business, it is necessary to clearly realize what is the main thing in business. And the most important element is always the person of the client. The target audience- this is what all activities are aimed at. The ability to work with clients, take into account their needs and desires is the basis of success. Whatever your company does, it will only benefit from such profitable investment. It is necessary to invest not only in the development of production, but also in the service sector, so that visitors feel easy and comfortable.

Audience requests are the company's tasks that need to be solved. You should always try to satisfy the needs of your client as much as possible so that he leaves satisfied with the quality of your work.

Ability to focus on essentials

Someone will say that business is a very harsh thing and, of course, they will be right. Business communication is different in that it requires complete concentration, immersion, dedication. Sometimes you need to discard everything secondary and look only ahead. Any failures only temper, make you grow professionally and improve.

Life modern leader full of daily stress. Every day, a powerful flow of information falls upon him, which needs to be systematized, analyzed and applied in practice. Find main task and devote the main amount of time to it - already become a winner. A talented leader always understands this.

Ability to separate personal relationships from business

People sometimes tend to mix up work and interacting with employees. If a person for one reason or another seems unpleasant to us, this does not mean at all that he cannot be useful to business. Being in big company, sometimes you have to work with completely different representatives, take into account the opinions of colleagues and reckon with the most opposing opinions. Do not mix work and personal life. The development of the enterprise should be approached very responsibly, so that later you do not have to regret it very much. Business communication is the best way to help a person concentrate on the desired tasks.

Ability to be honest

There is a famous fair statement - business must be clean. For the sake of making a successful deal, you cannot cheat, deceive, use other people. All these ugly actions can result in undermining the reputation, loss of respect and trust on the part of customers. Truthfulness is good in any activity. After all, if the client realizes that he was deceived, this is unlikely to lead to the development and prosperity of your business. Business communication is the foundation upon which trust is built.

Business communication etiquette

Ethics of business communication is a fundamental component of effective interaction in business. Hundreds of people daily try to find the answer to the question: how exactly should you communicate with customers, how to negotiate in order to achieve maximum success? How to deal with different people? These and other questions will be discussed below.

The ability to admit one's mistakes is a fundamental quality that leads to progress. If you accidentally made a mistake and you know that it can affect the client's decision to use or not use your services, there is no need to dramatize the events. Just apologize for the inconvenience and continue the corporate conversation. In this case, the visitor will think that nothing terrible has happened.

The tradition of offering coffee to customers did not originate very long ago, but it is very effective in its application. Teas and other drinks are usually offered in order to create a sense of relaxation, satisfaction and satisfaction in the visitor. positive attitude. It is in this mood, most often, that lucrative contracts are concluded.

The intention to be as useful as possible always produces a significant effect. The client must leave the company, having completely solved his problem or question. Otherwise, he will never want to do business with you again. Today everyone wants to be successful and in demand. Become useful for every visitor, try to give him as much information as he needs. You will gain an excellent reputation, and the client will be satisfied.

Business communication styles

In business communication, it is customary to distinguish several different leadership styles. All of them are fundamentally different from each other.

Authoritarian style

It is based on the absolute power of the chief and the complete subordination of employees. Choosing this style of leadership, directors want to see the clear fulfillment of the tasks set (and, sometimes, in sufficient time). short time) and especially do not take into account how employees will feel. The authoritarian style of interaction assumes that the leader submits ideas, and subordinates must implement them. At the same time, their own opinion, individual aspirations, personal achievements are very often not noticed and not taken into account.

Bosses who have chosen an authoritarian style of interaction should be prepared for the fact that there will be no free expressions and truly creative thoughts in the team. Employees get used to thinking in accordance with the requirements of the leader and very soon stop showing any initiative at all. They will only do necessary work and they don't want to do anything overtime. And the reason for this is the inability to show their creative imagination, the flight of thought.

Democratic style

Its basis is the coordinated work of the entire team, which takes into account any bold and creative ideas that seemed interesting and useful to the manager. The head of a democratic warehouse of management is more friendly than an authoritarian one: he is fair, moderately reasonable and most of all cares about the well-being of the company. If the janitor's idea turns out to be useful, then his idea will be recognized and, perhaps, the employee will be promoted. The democratic style of interaction is recognized as the most effective of all existing ones, since it emphasizes the importance of each individual person, supports his ability to professional growth and development.

In a team where a purely democratic spirit reigns, each employee has a real chance for self-realization. If you work under competent guidance, you can get good skills that will be very useful in the future. The democratic style of communication with employees contributes to better labor productivity, the release of internal forces, the emergence of interest in work, and the promotion of new unique ideas.

conniving style

It manifests itself in the clear indifference of the management to the organization of work and the results of activities. Usually this style of interaction is chosen by the boss, who acts more formally than consciously. It can also be young leaders who simply do not have enough experience, and they have not yet learned how to properly organize a team.

A laissez-faire leadership style suggests that the director has little interest in what is going on. Of course, this method cannot be called constructive at all. With such an approach, it is absolutely impossible to grow professionally and work fruitfully. Employees get used to this state of affairs and soon consider it an acceptable norm.

Formal business style

Mainly used for drafting contracts and other business papers. At important meetings and negotiations, business communication is significant indicator demonstrating general level preparedness of specialists, so it must be shown at the height.

In ordinary life, people do not deliberately talk to each other in formal phrases. However, in business meetings, this is the only way to prove yourself, demonstrating competence and awareness of important issues. This style of conversation immediately sets others in a serious mood, creates a working atmosphere.

scientific style

The scientific style is mainly used by educators and leaders educational institutions. Be that as it may, for my part this method actually turns out to be very effective. As a result of business interaction, all participants in seminars and other forms of meetings receive reliable information about a particular subject or phenomenon. The scientific style is characterized by extreme rigor, restraint and conciseness.

Thus, the forms of business communication, its types, principles and rules create a single picture of a holistic interaction, in which people's individualities are manifested.

The work of a successful team is always based on the laws and principles of professional communication. Only relationships built on laws business management dialogue will create an atmosphere of comfort, positive, trust, goodwill and high efficiency in the organization. It is necessary for all participants in a business dialogue to know and apply the main laws of business communication.

Introduction

Ethics is defined as a science that studies the fundamental positions, norms and essence of morality in society. Experts distinguish the following principles of ethical behavior:

set and fulfill only long-term tasks and goals;
solve problems only honestly, openly and in good faith;
support and develop mutual assistance in the team;
not violate the law, which contains minimum ethical standards;
not violate the rights of members of the team;
increase profits only based on knowledge of legal norms;
not violate the rights of a subordinate;
do not interfere with the intellectual and creative development surrounding.

Business communication is such a concept, the essence of which lies in the predominance of business interests over personal differences. Ethics of business communication is a set of norms, rules and principles for both managers and subordinates involved in professional and business activities.

The main task is the cooperation and interaction of different people to achieve a result in solving one problem. Experts identify several types of ethical standards that guide people's behavior, namely:

honesty;
integrity;
justice;
respect;
responsibility.

Basic principles of business communication:

the principle of personality;
the principle of professionalism;
principle of citizenship.

Etiquette is an integral part of business communication. Etiquette is a set of unspoken and specific rules of conduct for members of a team in a traditional society, in which the official status of the interlocutor is initially taken into account.

The main rules include the following:

culture of treatment;
observance of subordination;
application of greeting norms;
colleague introduction rules;
the presence of a mandatory attribute - a business card;
the use of gifts as a mechanism for reflecting a benevolent attitude towards the interlocutor;
correct communication over the phone.

Components

Ethics of business relations consists of mandatory elements of direction, namely:

organization philosophy;
service relationships;
leadership style;
conflict resolution.

setting up a contact;
studying the situation;
discussion of the issue;
choosing the right solution;
end of contact.

The communication process includes the following stages of contact:

need for information;
understanding of the situation and goals of the dialogue;
determination of the personal qualities of the interlocutor;
planning, building a dialogue and a line of conduct;
choice of speech turns and phrases;
assessment of the achievement of the results of the dialogue;
choice of communication method.

Kinds

When conducting business communication, the following types are distinguished:

benevolent;
hostile;
neutral;
dominant;
horizontal communication;
subordinate.

The moral principles of a leader in a top-down relationship are as follows:

the desire to rally the team and instill moral standards of behavior;
the ability to understand the causes of the conflict and make an objective decision;
prevention of conflicts and disagreements;
increasing the importance of orders among subordinates and monitoring their implementation;
strict observance ethical standards when issuing reprimands and comments;
assessing only professional qualities without switching to personality criticism;
the ability to end any conversation with positive emotions;
detached attitude to the personal life of subordinates;
equal treatment of all employees of the institution;
orientation in any situation will increase respect in the team;
fair distribution of rewards, which will increase the efficiency and morale of the team;
concealing one's own mistakes is a sign of weakness and dishonesty;
the ability to defend not only their own interests, but also those of subordinates;
choose the form of the order in accordance with the tasks, the situation and the personality of the subordinate.

The moral principles of subordinates in a top-down relationship are as follows:

help in creating friendly relations;
expressing one's own opinions and comments tactfully and with respect;
offer their assistance in solving difficult situations, even in extreme conditions;
choose the appropriate tone of communication;
be a reliable and loyal member of the team.

There are the following types of dialogue ethics:

open - a complete expression of one's idea, taking into account the opinion of the opponent;
closed - inability to conduct a conversation with a clear expression of one's thoughts;
monologue - one-sided statement of tasks and requirements;
role - taking into account the social significance of the individual.

Rules

To achieve the goals of business communication, specialists working in the field of psychology have deduced the basic principles and categories of moral business ethics.

Confidentiality. Information about the activities of the institution, functional duties and personal life of employees should not be transferred to unauthorized persons. Leakage of information can harm and cause damage to the organization, as well as officials.
Attentiveness. Attention to colleagues, subordinates and managers will help create a friendly and cohesive team. Understanding the problems of others, the ability to objectively understand the current situation even in extreme situations, the perception of criticism and advice will help to avoid and prevent quarrels and conflicts in the team.
Goodwill. A polite, friendly attitude in the team is the key to a calm and harmonious work of the organization. A way out of stressful and problematic situations must be found without raising your voice and insults, with the desire to conduct a constructive dialogue.

Appearance. Correspondence appearance and the position held will help to harmoniously fit into the structure of the new team. A neat appearance and competent selection of clothes, accessories and colors will help to create a trusting relationship with colleagues.
Literacy. The ability to correctly draw up documents and clearly express your thoughts, not to use swear words in colloquial speech will help in fulfilling professional duties and social life in the community. Each personality has its own unique characteristics, traits - intellectual, moral, moral, which were formed under the influence of the team, family, culture.
Punctuality. Delays and delays testify to the unreliability of a person, the impossibility of entrusting him with the performance of responsible tasks and assignments. Doing all job assignments within a strictly stipulated period - this is the basic principle of service relations.

The process of communication with the interlocutor will become more pleasant and understandable if you know the typical features of people's behavior and the properties of their character. The basis for business communication should be honesty, responsibility, conscience, duty, goodwill, which will give the relationship a moral connotation.

For the ethical solution of professional conflicts, there is a clear algorithm, following which it will be possible to solve the problem in the moral and legal field. It includes the following instructions:

search for a moral and ethical base;
coordination for compliance of actions with the norms of the professional code;
comparison and comparison with ethical rules;
bringing to compliance with the rules of morality and decency;
check on public opinion and reviews of others.

Examples

Modern society has established rules and norms of ethical behavior that allow honestly and conscientiously carry out professional activities. Real life very often shows other examples of the behavior of people who have their own characteristics and violate the principles of business communication. Among them are:

tax evasion and fair dealing entrepreneurial activity;
committing offenses with a sense of impunity;
attribution of professional qualities that do not correspond to reality;
copyright infringement and plagiarism;
withholding truthful data in order to obtain material profit;
disclosure of corporate information or its provision to competing structures.

Achieving one's own interests while violating the rights of others is the basis of unethical behavior. Feelings of impunity and concealment of negative deeds in modern world has become the norm of behavior and is not condemned by society. Among the main reasons for unethical behavior are the following:

receiving material compensation and profit;
erroneous understanding of the final goals;
striving for career growth and inflated personal ambitions;
impunity;
low ethical level management team;
ignorance of ethical norms and rules of business conduct.

Violation of the ethics of business communication will necessarily lead to such problems in the team as:

ethical- inequality, injustice, the emergence of competition, deceit, concealment of information;
managerial- distrust of leadership, lack of motivation, uncontrolled resolution of problems and conflicts;
economic- staff turnover, lack of material interest, unwillingness to perform job duties in a qualified manner.

Role

Business Etiquette These are the norms that dictate the style of conducting business relations. Business ethics passed difficult process formations. There are the following factors that influenced this process:

economic and political freedom;
executive power;
the stability of the legal system.

Business ethics is an intermediary that promotes quick search correct decisions, reducing the number of conflicts, barriers and mutual claims. The main tool is business rhetoric. Rhetoric is the ability to clearly and correctly express one's thoughts and desires.

Successful entrepreneurs need to know and master rhetorical abilities to achieve their goals.

IN modern society there is no consensus on the role of business ethics in professional activity. The ambiguous attitude to this concept has led to the emergence of several theories.

Refusal to use ethical norms and rules in the conduct of professional activities, compliance with economic laws in the conduct of entrepreneurial activities in order to achieve results and make a profit.
Application of the laws of business communication ethics only in dialogue with superiors and their complete denial in horizontal communication.
Conviction in the destructive role of ethical norms on the economy of the institution and harmonious relations in the team.
The use of corporate ethics as a tool for the balanced development of the organization and only as a mechanism for making a profit, in communication with the team, its use is not advisable.

The pragmatic world of business and its strict rules of doing business, the struggle for leading positions do not accept the norms of ethics in business relations due to the fact that the main task of entrepreneurship is to make a profit, and not to form harmonious relations in a team.

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Ethics of business communication- a set of moral norms, rules and ideas that regulate the behavior and attitudes of people in the process of their production activities. The ethics of business communication is a special case of ethics in general and contains its main characteristics.

Item

The ethics of business communication is concerned with identifying the norms and rules of communication adopted in certain situations and conditions of communication, as well as predicting and determining the line of conduct and studying the factors that influence the behavior

Specificity

Business communication arises on the basis of and about a certain kind activities related to the production of a product or business effect. At the same time, the parties to communication act in formal (official) statuses that determine the necessary norms and standards of human behavior. hallmark business communication is that it does not have a self-contained value, is not an end in itself, but serves as a means to achieve any other goals. In the conditions of market relations, this is, first of all, obtaining the maximum profit.

social contract

The basis of modern business ethics is the social contract (an informal agreement between the company and its external environment on uniform standards of behavior) and Social responsibility firm (maximizing its advantages and minimizing the disadvantages that affect both business participants and society as a whole).

Construction of speech argumentation

To date, there are two most common principles for constructing ethical argumentation - the principle of utilitarianism and the principle of the moral imperative.

Principle of utilitarianism

An action is considered morally justified if it brings or tends to bring the maximum benefit to the maximum number of persons. The total benefit is compared with the amount of damage caused. And if it outweighs, the decision is unethical. If all alternative actions cause some degree of damage, then the "lesser evil" is chosen.

Principle of the moral imperative

Moral decisions should not depend on a specific result (any bribe is evil, deceiving one client is just as immoral as many).

Bibliography

Uzerina M. S. Ethics of business communication: textbook - Ulyanovsk: UlGTU, 2004. - 72 p.
Lavrinenko VN Psychology and ethics of business communication: Textbook for universities - 4th ed., revised. and additional - M.: UNITI-DANA, 2005. - 415 p.

Notes

Wikimedia Foundation. 2010 .

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Books

Ethics of business communication: Textbook, Ivanova I.S. The publication describes the basic rules of business communication that allow you to achieve success through compliance with the "golden rule of morality", the use of the categorical imperative of I. Kant, the rule ...

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

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

What is business communication?

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

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

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

Ethics of business communication

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

Psychology of communication and management.
Labour Organization.
Ethics.

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

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

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

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

Psychology of business communication

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

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

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

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

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

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

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

Culture of business communication

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

Here are the rules of communication:

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

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

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

Features of business communication

In the workplace, people communicate with each other at the level of their own professional interests, official activity and work. A feature of business communication is a clear regulation - subordination to established norms, which are determined by national traditions, professional frameworks and cultural customs.

Business communication includes two types of rules:

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

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

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

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

The success of business communication depends on the approach to business based on cooperation, taking into account mutual interests and requests. Only in this case, you can find a creative solution to the problem, where all parties win.

Business language

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

Business language includes:

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

Types of business communication

The process of business communication determines its types:

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

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

Forms of business communication

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

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

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

Business communication rules

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

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

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

Business communication styles

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

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

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

Business communication styles include:

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

Principles of business communication

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

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

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

Outcome

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

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