Interaction in the process of business communication. Business interaction and business relationships Business communication the process of interconnection and interaction

Human society is structured in such a way that its development requires constant active interaction between the most diverse cells of society, which together form a complex dynamic self-developing system.

Note: all social life is based on various kinds of relationships. We say: “personal relations”, “family relations”, “social relations”, “labor relations”, “industrial relations”, “contractual relations”, “market relations” and so on

What kind of relationship is this? And this is essentially our attitude towards various types and forms of interaction between people in various spheres and for various purposes. And just as spheres and goals have different levels and scales, so too relationships and interactions can have different levels and scales. This is easy to confirm by comparing the following series of relations: “interpersonal relations”, “interregional relations”, “interstate relations”, “international relations”.

Any social interests of a person, and especially those related to socially useful activities, one way or another require entering into some kind of “relationship” with other people.

Of the variety of relationships, communications and interactions between people, we will focus our attention on business interaction, by which we mean those relationships between people that arise when organizing any joint activity, and we will call the participants in such interaction business partners.

Each person lives primarily by his own concerns, interests and affairs. While going about their business, people communicate every day, discuss something together, consult, exchange opinions, coordinate, decide, plan and take some actions. In any type of activity, we somehow enter into business interaction, although we often do not realize it, especially in cases where this interaction is not regulated or recorded in any way.

The majority of so-called personal matters, in which the interests of a narrow circle of people are confined, are unregulated. The larger the circle of people and organizations involved in this or that business, the greater its social significance and scale, the greater the importance of business interaction and the more necessary its fixation and regulation.

The role of interaction in the field of public policy - internal and external - is extremely important in the modern world. Carrying out a thoughtful state policy that meets the interests of the country and its population requires coordinated, clear interaction between all institutions of state power. If such interaction is established, if the mechanism of public administration works clearly and without failures, then the tasks put forward by life, as a rule, are solved with the least cost. This kind of interaction is established by the country’s constitution, adopted laws and other official documents. But if such interaction is disrupted, all sorts of collisions arise, both between individual institutions of power and within them, which can develop into a protracted political crisis. It naturally arises if, say, there is no effective interaction between the constituent and executive authorities, between the government and parliament, between parliament and the president.

Business interaction, partnership and cooperation in relations between states in solving complex international problems is the most important condition for the stability of peace and the security of peoples. Such interaction is regulated by international legal documents - international treaties and agreements on a bilateral and multilateral basis, the Charter of the United Nations and the charters of regional international organizations. Disrupted interactions between countries in resolving controversial international issues leads to international tension and conflict situations.

Likewise, the role of business interaction in the economy is extremely important. The normal functioning of modern social production and distribution of products is based on a complex multi-level system of interaction of its constituent elements, between various sectors of the economy, between its individual branches and between individual production units - industrial enterprises. Each industrial enterprise can be considered as a complex mechanism of interaction between production services and workshops. Violation of established interaction in social production with established, well-functioning cooperative, production, management, supply, marketing and financial connections inevitably leads to serious interruptions in the operation of the complex mechanism of the economy, a difficult decline in social production, and a protracted economic crisis. Therefore, overcoming these negative phenomena cannot be achieved without establishing sustainable interaction in all spheres of the economy, including business activities. When creating any new business, production, management structures, it is necessary, first of all, to ensure clear interaction of all the constituent elements of these structures with each other and each new structure with the existing structure into which it is built.

Modern book publishing and bookselling business, which has a pronounced intersectoral character, is built on a complex, multi-level, branched system of interaction. The production and sale of book products plays a special role in the life of modern society, interacting with such areas as politics and international law, economics and industrial production, science and scientific and technological progress, culture and art, healthcare and medicine, education and education, history and military affairs, ecology and sports. None of these areas can survive today without a book. The book is needed in every city and every village. The book is needed by schoolchildren and academicians. In a word, a book, like bread, is needed by everyone.

From this we can conclude that book publishing and bookselling is a typical socially oriented business.

Book products available for sale, from the point of view of their consumer properties, are focused on the needs of both individual people and the needs of the entire society, on its most diverse layers, various professional contingents and age categories.

Being at the epicenter of public relations, the bookselling business, the significance of which goes far beyond the mere sale of published book products, must be based, on the one hand, on the study of the social needs and demands of the reading public, using the entire arsenal of public relations techniques (public relations). realisation) and be a feedback channel for the book publishing system, and, on the other hand, based on an understanding of its special social role, actively influence the formation of reader interest, taste and demand.

Let us make a reservation that here we mean only those types of entrepreneurial activities that, while satisfying the interests and needs of an individual, do not conflict with accepted legal and ethical norms and folk traditions.

The peculiarities of business interaction in the field of bookselling entrepreneurship are determined by the specifics of book products, the characteristics of the bookselling business, which individually serves the public needs for books in an extremely diverse and multifaceted way.

The analysis of the place and role of business interaction in a variety of areas and public spheres leads us to the conclusion that business interaction in all cases is purposeful and, being the basis of entrepreneurship, serves the life support and development of human society.

To ensure purposeful interaction, good organization is necessary. A high culture of organizing business interaction management is a necessary condition for achieving the goals of entrepreneurial activity focused on meeting social needs, demands and demands.

Satisfying needs, demands and requests is the main moral guideline of entrepreneurial activity. All its ultimate goals, as well as the methods for achieving them, will in the further presentation presuppose precisely this main moral guideline.

Let us emphasize once again that the organization of business interaction is becoming an important condition for successful activity in any field of economics, science and culture. Overcoming, and moreover, preventing, crisis situations in the economy and its progressive development is facilitated by the purposeful organization of clearly established interaction of all its links and ensuring optimal management of this interaction. To specify this position, we will say that in conditions of market relations and free enterprise, establishing interaction between various institutions of state power and the most important spheres of social activity: production and the market; production, science and education; producer and consumer; industry and trade; seller and buyer.

All this dictates the need for a deep knowledge of the features and laws of organizing business interaction.

Business conversation is a form of communication interaction that is based on the basic principles, norms and rules of business etiquette and is characterized by a focus on relationships with subjects or a group of subjects to obtain mutually beneficial results. Subjects who take part in professional communication interaction adhere to the official style of communication and are aimed at obtaining results by solving assigned tasks and achieving established goals.

The skills of competently conducting a business conversation and a correct understanding of the personal characteristics of the interlocutor, his goals, objectives and interests can be considered the determining factors for conducting successful professional meetings and negotiations.

Ethics of business communication

Unlike other types of communication interactions, for example, personal or social, business communication has its own meaningful characteristics and features. The identification of such features allows us to give a more specific and complete definition of the concept of “business communication”.

The ethics of business communication is determined by how successfully the distinctive features of national psychological types preserved in group ideas about the state, nationality, and in phraseological turns that contain generalized characteristics of the image are taken into account.

Knowledge of national and understanding of the psychological types of different nationalities, their traditions, customs, uniqueness of cultural and historical heritage, their customs, language, peculiarities of expression of feelings, temperament, is urgently necessary for a business person, regardless of his field of activity, professional orientation, since it promotes effective communication , overcoming national egoism, fostering respect for the culture of other peoples.

The ethics of business communication is fundamentally based on many sciences, in particular on the psychology of management and communication, ethics, and the scientific organization of labor. The study of communication ethics is driven by the needs of the modern world. Psychology and ethics of business communication are unique pillars of successful interaction with various individuals.

A person, regardless of his role (a leader or middle manager, a simple entrepreneur or a civil servant), must certainly be able to clearly formulate his own thoughts, argue his point of view, analyze the judgments of a partner, and critically evaluate relevant statements and proposals. For this, the most important condition is the ability to listen to the interlocutor, correctly conduct and direct the conversation, create a friendly atmosphere during communication, and make a positive impression. All these skills are impossible without appropriate preliminary training.

The central element of communication ethics is the direct personality of the leader or subordinate. In order to become a professional and an excellent specialist in any industry, it is not enough to have the necessary knowledge and skills, and interpersonal skills. In addition, you also need to have an appropriate level of speech culture and internal culture. Speech culture and business communication are closely interconnected.

Today, ethical argumentation is represented by the two most common principles of its construction: the principle of utilitarianism and the moral imperative. The principle of utilitarianism is based on an action that will be considered morally justified provided that it tends to benefit the maximum number of people. The amount of damage caused is compared with the total benefit of the action. If the harm outweighs, then the decision is considered unethical. In cases where any alternative actions will cause damage to some extent, the path of least damage is chosen. The principle of the moral imperative is based on the fact that moral decisions under no circumstances depend on a specific consequence (i.e., a bribe is bad, deceiving one consumer is the same immoral act as many).

Business communication etiquette is considered the most important aspect of people’s professional behavior. Knowledge of etiquette is an urgently needed professional quality that must be acquired and improved. The role of business communication in the success of any business is difficult to overestimate. It is a necessary component of the life of individuals, the most important type of interaction with other individuals. After all, it is in communication that a certain system of goals is developed, which is characterized to some extent by stability. To achieve success in conversations with business partners, you must understand and take into account their interests. No less important for people is the ability to competently formulate and express their thoughts, to achieve mutual understanding in solving problems in the direct interaction of individuals.

Psychology of business communication

In psychological terms, communication interaction is at the same time an exchange of actions, thoughts, emotional experiences, feelings and the orientation of the individual towards himself, his own soul, conscience, dreams.

Psychology and ethics of business communication are components of a complex of sciences that are based on the basic categories and principles of most sciences.

The effectiveness of business communication interaction is, first of all, determined by the activities of the subjects. Such activity has a socially significant equivalent, which can ultimately be measured by such a valuable and important indicator as monetary resources.

Business communication helps to establish connections and develop relationships aimed at cooperation and partnership between colleagues, superiors and subordinates, partners, rivals and competitors. A specialist, not to mention a manager, will never be successful in his activities if he does not master at least the basics of business communication. Communication interaction requires a high psychological culture from the individual.

Successful business communication also requires constant study and consideration of the emotional aspects of relationships. Often business people believe that feelings have no place in business, but they are very mistaken. After all, not paying attention to the feelings and emotional experiences of employees, you can lead the team to serious conflicts that will cost the enterprise dearly. Reason and emotions are inseparable components of the subject. During a communication interaction with a partner or colleague, many different signals are received by their senses.

There are certain techniques with which you can turn the interlocutor’s disposition in your direction. The “proper name” technique is based on the obligatory pronunciation of the interlocutor’s name out loud. “Mirror of attitude” means that a smile on the face will cause a reciprocal smile, and a gloomy grimace, on the contrary. A pleasant facial expression attracts the interlocutor's favor. Compliments are the “golden words” of any conversation. They contain a slight exaggeration of the merits that the interlocutor represents. However, it is necessary to distinguish compliments from rude flattery, which consists of greatly exaggerating the merits of the interlocutor.

In the psychology of business communication, it is important to use methods of influencing interlocutors through speech. Business communication and speech during it have certain specifics. During communication interactions, 90% of the interlocutor’s attention is paid to speech characteristics, when, for example, during interpersonal interactions – 50%, or even less. Its main characteristics include:

• vocabulary that makes the conversation more vivid, rich, reasoned, accessible, and persuasive;

• composition of speech, which allows the use of professional terms instead of jargon;

• literacy;

• pronunciation and intonation.

It is necessary to understand that it matters not only what exactly the subject says, but also how he says it; non-verbal components, which include the speaker’s posture, facial expressions and gestures.

Business communication culture

The most important indicator of assessing the professionalism of an employee is the culture of business communication. Many bosses focus their attention on this when hiring an individual and in the process of fulfilling his official instructions and job responsibilities.

Business communication over the phone is one of the main types of business conversation. After all, this is the only type of conversation in which it is impossible to influence the interlocutor non-verbally. This is why it is so important to use business communication skills during a telephone conversation.

There are generally accepted rules for conducting any business conversation. These include interest in the topic of the conversation, favor and goodwill towards the conversation partner, and the absence of influence of your general mood on the nature of the conversation.

Communication is considered to be the communication interaction of two or more subjects. Its main purpose is the exchange of messages of a cognitive or emotional nature. In the process of communication, the interlocutor influences the behavior of the communication partner, his state, beliefs and worldview. Such influence will always be mutual, but quite rarely even. Most often, communication is discovered during the joint activities of individuals.

In the process of communication, individuals exchange facial expressions, gestures and phrases with each other. In addition, both communication partners have virtual images of what each of them looks like from the outside, located in their heads. Such images may be similar to the real ones, but not completely. The head also contains the image of your partner. Such an image may correspond to reality, but everyone makes adjustments to it every time. In addition to the two subjects directly involved in a business conversation, there are also social norms. Each individual believes that he is unique, extraordinary and has his own opinion on everything, however, the result of any communication comes down to the judgment of a social norm.

The culture of business communication implies several communication styles and their principles. The culture of business communication interaction also includes business communication etiquette, which implies adherence to certain frameworks, norms and rules of behavior, for example, punctuality, speech culture, appearance, etc.

Speech culture and business communication are indispensable in the modern world of business and entrepreneurship. After all, most of the work process is occupied by conversations, conversations, meetings, and negotiations. In some areas of activity, career growth directly depends on the culture of speech and perfect knowledge of business communication etiquette.

The business type of communication differs from others in that it will always pursue specific goals, have a time limit and are often divided into intervals. Communication will be successful only if there is mutual understanding and trust between the partners.

Features of business communication

Business communication is a rather complex, multifaceted process of forming contacts between individuals who are connected by professional interests, work or official activities. Participants in communication interactions act in an official capacity and are aimed at achieving results and solving specific problems. A characteristic feature of the process of communicative interaction is its regulation, which means subordination to established frameworks determined by national traditions and cultural customs, and professional ethical standards.

The etiquette of business communications contains two groups of rules - norms and instructions. Norms are horizontally directed rules that work in the course of communication between members of the same group of equal status. Instructions are vertically oriented rules that determine the nature of the interaction between a boss and a subordinate.

The peculiarities of business communication are expressed in submission to general requirements, which consist of a friendly and helpful attitude towards absolutely all work colleagues and service partners, regardless of personal preferences, mood, likes or dislikes.

The regulation of business communication is also expressed in the culture of speech.

Business communication and speech must comply with socially developed norms of linguistic behavior, grammar and style, standard ready-made “formulas” that allow the formation of etiquette situations of greeting, gratitude, etc., for example, “hello.” All sustainable label designs must be selected taking into account age and age.

Communication as an interaction implies that subjects establish relationships with each other, exchange the necessary information and information in order to build joint activities, i.e. cooperation. And for communication as a communicative interaction to occur without any problems, it must contain the following stages:

• establishing contact, i.e. acquaintance, which involves understanding another individual, a kind of presentation (introduction) of oneself to another subject;

• orientation in a situation of communicative interaction, comprehension of what is happening, maintaining pauses and intervals;

• discussion of an issue or task of interest;

• if necessary, solving the problem;

• ending the contact.

The organization of business communication should be built on a partnership basis, based, first of all, on the principles of cooperation, based on mutual needs and requests, and on the interests of the business. Such cooperation will increase labor productivity and creative activity, which is the most important factor in the progress of production, commerce and business.

Language of business communication

The language of business communication is an official business style of speech, which is a functional type of syllable and is intended for communicative interaction in the field of business, entrepreneurship, commerce and other professional activities. The functional variety of a syllable represents a failure of the system of linguistic units, methods of their selection and use, which are determined by the social purposes of speech communication.

Speech communications in the field of professional activity have a number of specific characteristics explained by the communication situation. An important significance in the context of business communication is that members of such communication can be legal entities (organizations, enterprises) and officials, ordinary employees. The peculiarity and essence of information relationships into which subjects of business communication can enter depend on the place of the institution or employee in the hierarchy of organizations or positions, respectively, competence, content of activity and a number of other factors. The relationship between institutions and specialists is stable and regulated by accepted norms of law, as a result of which the information flows of institutions have a so-called “programmed” nature that meets the needs of the organization or field of activity.

The fundamentals of business communication always include three main aspects: orthological, communicative and ethical.

Orthology is the science of correct speech, the norms of language and their changes. In the mind of a subject who expresses his thoughts either orally or in writing, a norm is a sample, a template, a scheme according to which a phrase or sentence is constructed. The formation of such norms is influenced by the literary creativity and speech practices of the ethnic group, which are a mandatory criterion for the unity of the language and the proper functioning of the speech system. Therefore, literacy is an indispensable condition for success in business communications. An important characteristic of business communication is the mastery of the normative aspect of the language of oral and written business speech by managers, executives, employees, and employees.

The language of business communication has a huge arsenal of means that must be used, taking into account the scope of application, situation, tasks, circumstances, genre of speech and mobilized to achieve the goal of communication. The communicative side of speech culture examines precisely these issues.

The choice of words in accordance with the goals and situation of communication is determined by the requirements of appropriateness and purity of speech. And for this you need to know the styles of the literary language. For example, an abundance of specific terms, standard phrases and cliches is typical for business writing, but is absolutely not suitable for colloquial speech.

The ethical side of speech culture is represented by speech etiquette, which studies special means of speech to regulate social connections and interpersonal relationships. These include: speech etiquette formulas, texts and norms for their application, as well as rules of behavior in different conditions.

Etiquette standards for business communication depend on the national character. So, for example, what would be a sign of respect in European countries can be considered an insult in Muslim countries.

Types of business communication

The business type of communications involves setting tasks and solving the most important problematic issues. There is a classification of types and forms of business communication. Each type of communication explains a process that is closely interconnected with the specified sphere.

The types, forms and means of business communication today are quite diverse. However, information is transmitted only through sign systems. From here, business communication can be divided into verbal communication, where the sign system is represented by language, and non-verbal business communication, in which non-verbal sign systems are used. This division is also used in other types of communicative interaction.

Verbal communications include conversation, i.e. This is oral verbal communication.

Nonverbal business communication contains everything that gives the subject of communication additional information about the subject of the conversation and about the speaker himself. This includes postures, facial expressions, gestures, and intonations.

Many experts are confident that interlocutors in the process of communication receive only a small percentage of information through words, and the rest through signals that they read and decipher subconsciously during non-verbal communication. Also, types of professional communication include direct and indirect (indirect).

The direct type of professional communications represents the interaction of individuals in the same space and at the same time. This includes negotiations, conversations, etc. In direct contact during a conversation, non-verbal communication and oral communication are of greatest importance.

Indirect communication includes the transmission of information through written language (for example, email or telephone communication). This type of interaction is considered less effective compared to direct communications. Among indirect communications, business communication over the telephone is in greatest demand. It is distinguished by direct voice contact during a conversation and a wide variety of communication techniques. This makes it easy to combine the business (formal) interaction and the personal (informal) part of any message.

In any case, in business communication, just as in other types of interpersonal communicative interactions, it is important for people to be present simultaneously in the same space and at the same time, which allows you to establish eye contact, make a pleasant impression and influence the entire process of communicative interaction.

Forms of business communication

There are several forms of business communications that meet the specific requirements of professional situations. These include: business correspondence, conversation, meeting, negotiations, public speaking, press conference and dispute.

Business correspondence refers to an indirect type of communication, which is implemented through written speech (orders, letters, requests, resolutions, etc.). There are business correspondence within an institution (enterprise), for an organization and between organizations.

A business conversation includes discussions of all sorts of working nuances and processes to make an important decision or to discuss details.

To hold a business meeting, the working team of a company, enterprise, organization or individual management team, some departments gather to solve pressing problems, plan future activities and set tasks.

Public speaking is a subtype of business meeting, during which one subject takes a leadership position and highlights an important issue and shares information with a certain circle of people. The main thing is that the speaker has a complete and detailed understanding of the topic and content of the conversation, and has the necessary personal qualities that would allow him to convey the topic of the speech to the audience.

During business negotiations, the mandatory outcome of communication should be finding a solution and its adoption. During the negotiation process, each party has its own position and direction of views, and the result is a concluded deal or a signed contract.

A press conference involves a meeting of officials (for example, managers, government officials, businessmen, politicians, etc.) with representatives of the media to inform society on current and exciting issues.

Not all issues in the course of business communications can be resolved without a dispute arising, but it can often only complicate the situation due to the fact that individuals do not always behave professionally and are too enthusiastic, emotionally defending their own position.

Forms of business communication cover all situations arising in the course of professional activities. The role of communication in professional activity is to streamline the processes of communicative interactions within the boundaries of the business environment.

Rules of business communication

The rules and norms of business communication are of great importance in the professional activities of individuals. One wrong word can lead to the loss of a multimillion-dollar deal or ruin all efforts towards career growth. So, there are several general rules of business communications.

The first rule is clear, intelligible speech. The listener must understand what the interlocutor is saying.

The second rule is to avoid monotony during the conversation. Monotonous speech can make anyone feel sad. Emotionally uncolored speech causes an irresistible desire to run away from the interlocutor.

The next rule assumes that the speaker's speech should be at an average pace. Very slow speech leads to disinterest in the interlocutor. It forces one to be distracted from the speaker's information. And speaking too quickly leads to the fact that the communication partner simply cannot keep up with the speaker’s train of thought. If the speech rate is excessively fast or slow, good communication will not work. You should try to alternate short and long sentences. Since long, overloaded sentences are difficult to understand. And a speech consisting only of short phrases will not make the right impression. You should ask questions wisely. Open and closed questions are equally important in a conversation. You need to learn to hear your interlocutor during a conversation. It is not recommended to start a conversation with business proposals. This can only cause rejection on the part of the interlocutor. You should try to avoid advice given directly. The point of view should be expressed softly and unobtrusively, while constantly emphasizing that this is just a subjective vision of the topic. Independent thinking about the problem should be encouraged. It is not recommended to communicate ready-made solutions. It is necessary to comply with accepted cultural norms and rules of etiquette. After all, the success of professional activity as a whole depends on their compliance.

Business communication differs from other types of interpersonal communications in its regulation. Such communication can be characterized as strict adherence by all participants in the process to their personal roles. This means that in different professional situations an individual can be both a leader and a subordinate, a partner and a colleague. The high responsibility of each participant in business interaction for its result is the main characteristic of business communication.

The success of business communications and communication is largely determined by the chosen communication strategies and tactics, which implies the ability to clearly formulate the goals of communication interactions and correctly determine the interests of partners.

Business communication styles

The sphere of business communication extends to the legal, managerial, and social aspects of the life of subjects. Therefore, the official business style of communication is determined by the practical requirements of professional activity and life in general. It can be implemented in written form (for example, business correspondence by e-mail, regulations, etc.) and orally (for example, meetings, negotiations).

In modern society, using the style of business communications correctly means ensuring sustainable advancement on the career ladder, increasing personal status and success in all areas of business activity.

Business style, in turn, is divided into several subtypes - legislative subtype, diplomatic and administrative-clerical subtype. Each of these subtypes has its own specifics, communicative forms and speech clichés. For example, in diplomatic communications a memorandum and a note are used. In the administrative-clerical style, a receipt, memorandum, certificate, power of attorney, characterization, order, etc. are used. In legislative style - law, paragraph, regulation, agenda, code, etc.

Extreme precision of speech is an essential component of business style. It is achieved, first of all, through the use of special terms, which can be both widespread and highly specialized. Today, the business style of communication is considered the most common in the everyday practice of formal interaction.

Business communication styles include manipulative, ritualistic, and humanistic.

The manipulative style implies the attitude of one conversation partner to another as a production tool and the use of it to complete tasks or obtain certain results. Typical examples of such communications are personal control over the implementation of assigned tasks.

The main task of partners in a ritual style of communication is to create the desired image in society. In such communications, the status of the interlocutors is important, and not their personal or business qualities.

The main direction of the humanistic style is the interlocutors’ support of each other and collective discussion of problems. Individual characteristics of partners are not analyzed and are not divided into positive or negative qualities. The personality is perceived completely. This approach highlights the personal qualities of the individual and his individual characteristics. However, in some circumstances this style of interaction is inappropriate. Knowledge of communication features and means of business communication ensures the success of professional activities.

Principles of business communication

The role of business communication in the everyday life of individuals is quite difficult to overestimate, because it affects almost all areas of life. Business communications, just like other types of interpersonal interactions, have their own general principles for regulating the flow of professional communication processes.

The principles of business communication include interpersonal communication, its purposefulness, continuity of communications and multidimensionality.

Interpersonality is characterized by openness of interaction between individuals and diversity. It is based on the personal interest of individuals towards each other. The organization of business communication with this principle of construction is aimed primarily at the professional component of the process, but we should not forget that it will still have the nature of interpersonal interaction and contain a certain interpersonal radical. The implementation of communication under any circumstances is determined not only by the specific activity or problem being discussed, but also by the personal properties of the interlocutors and their relationships. It follows that any business communication interaction is inseparable from interpersonal relationships.

The purposefulness of communications is multi-purpose. During communication, the information load is carried by an unconscious goal along with a conscious one. So, for example, the speaker familiarizes those present with a problematic issue, while pursuing the goal of bringing to the attention of the participants in the process the essence of the issue. However, along with this, on an unconscious level, he may have a desire to show off or demonstrate to the participants his eloquence, etc.

Continuity is the initiation of continuous business and interpersonal interaction with a partner when it comes into his field of vision. Because communication contains both verbal and nonverbal business communication, people send behavioral messages all the time. The interlocutor attaches a specific meaning to such messages, as a result of which he draws appropriate conclusions.

Multidimensionality is based on the fact that individuals in various situations of business interaction not only exchange data, but in one way or another regulate relationships. Since the sphere of business communication is quite diverse, communication processes can involve at least two sides of the relationship. One is to maintain business interaction and transfer professional information. The other is in conveying the emotional attitude towards the partner that is present in any contact.

Business communication as interpersonal interaction

Unlike person-oriented communication, the subject of which is the nature of the relationship between its participants, the purpose of business interaction lies outside the communication process. This is the interaction of people that is subordinated to the solution of a specific task (industrial, scientific, commercial, etc.) facing an organization (firm, enterprise), which imposes a certain framework on people’s behavior.

Let us highlight the following key characteristics of the organizational structure that determine the specifics of business interaction.

1. Quite strict regulation of the goals and motives of communication, methods of contacts between employees. Each employee in the organization is normatively assigned a standard of behavior in the form of a stable structure of formal rights and responsibilities that must be followed. It is expected that the exchange of information between employees is not of a personal nature, but is subordinated primarily to the joint solution of an official task. As a result, business communication turns out to be largely formalized, distant, and “cold.”

2. Hierarchical structure of the organization, according to which relations of subordination, dependence, and inequality are established between departments and employees; this, of course, has a serious impact on the nature of interpersonal interaction. One of the consequences of this feature of the organizational structure is the problem of the effectiveness of feedback, the transfer of accurate and, if possible, complete information along the links of the hierarchical pyramid.

such interaction between people that is subordinated to the solution of a specific task (industrial, scientific, commercial, etc.) facing an organization (firm, enterprise), which imposes a certain framework on people’s behavior.

It has been noted that the efficiency of distributing business information “horizontally” (that is, between departments, divisions or employees of the same level) is usually very high. People working at the same level understand each other perfectly; they do not need a detailed and detailed explanation of the essence of the task. The effectiveness of vertical communication (that is, up and down hierarchical levels) is much lower. According to some data, only 20-25% of information emanating from senior management reaches directly to specific performers and is correctly understood by them. This is partly due to the presence in any hierarchically organized management of intermediary links along the path of information from the source (speaker) to the addressee. The role of intermediaries is played by line managers, secretaries, assistants, clerical workers, etc. When transferred from one level to another (both down and up), oral messages can be shortened, edited, distorted before they reach the recipient (the “ effect damaged phone"). Another reason for the low effectiveness of vertical communication may be the widespread belief among some managers that subordinates do not necessarily need to know about the state of affairs in the enterprise as a whole, that they must carry out the tasks assigned to them, implement the decisions made and not ask unnecessary questions. However, to act meaningfully, a person must not only have an understanding of the specific operation he is performing, but also see the broader context in which it is embedded. If specific performers are deprived of information of this kind, they begin to look for answers on their own, while distorting and speculating on the available information. The desire to take into account these features of official and business communication is manifested, on the one hand, in the requirement to record instructions, decisions and orders in writing, and on the other hand, in the recognition of feedback as the most important means of increasing efficiency in organizing business conversations.

3. Labor motivation as a necessary condition for the effective operation of an organization or enterprise. The need for special efforts to stimulate work can be partly explained by the objective inconsistency of a person’s behavior and self-perception in an organization: in business communication, he acts simultaneously as a specific holistic personality and as a representative of the organization, that is, a bearer of certain professional role functions. If personal needs are not satisfied during activities in the organization, or a person’s own ideas and style of behavior do not coincide with group norms, intrapersonal conflict may arise and interest in the work performed may decrease. Conflicts of this kind are often the topic of discussion between employees, and sometimes the cause of problematic conversations between a manager and a subordinate. Along with such methods of motivating the work of personnel as various types of moral and material incentives, career advancement, advanced training at the expense of the organization, etc., conversations between a manager and subordinates, that is, direct interaction in a business environment, can have a huge motivational impact. Critical assessments, the form of setting tasks, and the manager’s answers to questions either help employees navigate their activities, encourage them to work more successfully and more profitably, or prevent them from doing so.

The main characteristics of interaction manifest themselves differently depending on the conditions and situations in which the interaction of participants in the pedagogical process takes place, which allows us to talk about many types of interaction. There are various bases for classification. business colleague verbal

Interactions are distinguished primarily by subject and object - subject:

• - personality - personality (student - student, teacher - student, teacher - teacher, teacher - parent, etc.);
• - team - team (team of juniors - team of seniors, class - class, student team - teaching team, etc.).

Each of these types has its own characteristics depending on age: same-age and multi-age interaction, interaction in a team of junior and senior schoolchildren, etc.

Direct and indirect interactions are noted.

Direct interaction is characterized by a direct impact on each other, while indirect interaction is aimed not at the individual himself, but at the circumstances of his life, his microenvironment. For example, a teacher, organizing collective cognitive activities, interacts directly with consultants, on whose activities the participation of other schoolchildren in the work depends. Consulting his assistants, the teacher directs their attention and actions to each student and gives advice on how to include their comrades in the work. Through consultants, the teacher adjusts the activities of other children with whom interaction is carried out indirectly.

The basis for classifying types of interaction may also be:

• - content of activity (interaction in educational, labor, aesthetic and other activities);
• - the presence of a goal or its absence - a special goal can be set in the interaction, then it is called goal-oriented; or the goal may be absent, and then they talk about spontaneous interaction;
• - degree of controllability - controlled, semi-controlled, uncontrollable; controlled - purposeful interaction, accompanied by systematic information about its results, allowing you to make the necessary adjustments to subsequent interaction; semi-guided - this is also goal-directed interaction, but feedback is used on an ad hoc basis; uncontrollable is spontaneous interaction
• -- type of relationship - “as equals” or “leadership”; interaction “on equal terms” is characterized by a subject - subject relations, activity on both interacting sides; with “leadership” there is activity on one side.

In practical work, interaction is characterized by optimality, efficiency, frequency and stability. Different approaches to classifying types of interaction do not exclude each other, but once again emphasize the multidimensionality and versatility of this process. We took the nature of interaction as the basis for the classification, highlighting the following three characteristics: the attitude of the interacting parties to each other’s interests, the presence of a perceived common goal of joint activity, and the subjectivity of the position in relation to each other in the interaction. Various combinations of these characteristics give rise to certain types of interaction: cooperation, dialogue, agreement, guardianship, suppression, indifference, confrontation (see Table 1).

This typology is applicable to the characteristics of the interaction of participants in the educational process at all levels: teacher - student, student - student, teacher - teacher, etc. The most effective for the development of the team and the individual is the collaborative type of interaction, which is characterized by objective knowledge, reliance on each other’s best sides, and the adequacy of their assessments and self-assessments; humane, friendly and trusting, democratic relationships; the activity of both parties, jointly realized and accepted actions, positive mutual influence on each other, in other words, a high level of development of all its components.

Cooperation between participants in the educational process is the joint determination of the goals of the activity, joint planning of upcoming work, joint distribution of forces, means, and the subject of activity in time in accordance with the capabilities of each participant, joint monitoring and evaluation of work results, and then forecasting new goals and objectives.

Table 1 Types of interaction

Cooperation does not allow for meaningless, ineffective work. When collaborating, conflicts and contradictions are possible, but they are resolved on the basis of a common desire to achieve a goal, do not infringe on the interests of the interacting parties, and allow the team and its members to rise to a new qualitative level. Schoolchildren develop an attitude towards themselves and other people as creators of common benefit, as like-minded people and comrades in common work.

Dialogue interaction has great educational potential. It presupposes equality of partners’ positions, a respectful, positive attitude of the interacting parties towards each other, and is characterized by the predominance of cognitive or emotional components in its structure. Such interaction helps to “feel the partner”, to better know, understand and mentally take his position, to come to an agreement. Accepting a partner for who he is, respect and trust in him, a sincere exchange of opinions allows one to develop, as a result, similar beliefs, attitudes, and views on a particular situation. The effectiveness of dialogue is ensured by its openness, sincerity, emotional richness, and lack of bias.

Teachers and schoolchildren participate in various dialogues in everyday life. Lack of skills in conducting productive dialogue leads to hostility in relationships, misunderstandings, disputes, and conflicts. Conversely, a properly structured dialogue creates favorable conditions for cooperative interaction between participants in the pedagogical process.

The agreement is based on the agreement of the interacting parties about their role, position and functions in the team, in specific activities. Participants in interaction know each other’s capabilities and needs, understand the need to come to an agreement and coordinate their actions in order to achieve a positive result. In some cases, this type of interaction is the most effective and acceptable if, for example, there is psychological incompatibility between the interacting parties, which is quite natural. Interest in the positive result of the work, understanding the need for each party to contribute to the overall result encourages partners to reach agreement.

Guardianship is the care of one party for the other (teachers for students, elders for younger ones). Some act primarily only as transmitters, while others act as active consumers of ready-made experience, and thus the interaction is one-sided, patronizing in nature. The essence of this type of interaction is determined by I.P. Ivanov: “It is as if they demand active independent activity from the child, but they immediately extinguish it, trying to give him instructions, bring in ready-made experience into him, and constantly openly educate him. Pupils treat teachers as people who must constantly take care of them, as transmitters of ready-made experience - more or less demanding, kind, fair, and they treat themselves as more or less interested, capable, independent. The one-sided consumer position of students is the main reason for the persistence of consumer psychology. Schoolchildren get used to, first of all, receiving ready-made experience, selectively treating it, and therefore the world around them as a source of greater or lesser benefit, primarily for themselves.”

Suppression is a fairly common type of interaction, which manifests itself in the passive submission of one party to the other. Such interaction manifests itself in the form of open, strict instructions, requirements, instructions on what and how to do.

Suppression can be implicit, hidden, under the influence of personal strength, the authority of one of the participants in the interaction. This type of interaction is typical for different systems and is common in different teams. There are known cases when a collective suppresses an individual and an individual, including a student, suppresses the collective. The manifestation of this type of interaction in children's groups is, as a rule, due to the imitation of the authoritarian style of pedagogical leadership. Interaction-suppression leads to tension in relationships, instills fear in children and hostility towards the teacher. The child stops loving school, where he is forced to do things that he does not always understand, is forced to do uninteresting work, and is ignored as a person. Suppression, if it is the predominant type of interaction, is very dangerous, since some develop passivity, opportunism, infantility, uncertainty and helplessness; others have despotism, aggression towards people, the world around them, and a sense of their own superiority. This type often leads to conflicts and confrontations. Obviously, the teacher must abandon interactions based on suppression, but this is not easy for someone with an authoritarian style of behavior.

Indifference is indifference, indifference to each other. This type of interaction is mainly characteristic of people and groups that do not depend on each other in any way or do not know their partners well. They can participate in joint activities, but at the same time be indifferent to the successes of their partners. This type is characterized by underdevelopment of the emotional component, neutral formal relationships, lack of mutual influence or insignificant influence on each other. The main way to transition to other, more fruitful types of interaction is inclusion in joint creative activity, when conditions are created for joint experiences, a tangible contribution of each to the overall result, and the emergence of relationships of dependence. An indifferent type of interaction can also turn into confrontation if the organization of activities and relationships in the work process is not organized correctly, and the successes and achievements of the interacting parties are opposed.

Confrontation is hidden hostility towards each other or one side towards the other, confrontation, opposition, clash. Confrontation can be a consequence of unsuccessful dialogue, agreement or conflict, or psychological incompatibility of people. Confrontation is characterized by a clear divergence of goals and interests; Sometimes the goals coincide, but the personal meaning diverges significantly. Confrontation is characteristic of both individuals and groups. Regardless of the reasons for the confrontation, the teacher’s task is to find ways to move to other types of interaction: dialogue, agreement.

Particular attention should be paid to this type of interaction as conflict, since it can accompany all other types and is, as a rule, temporary, intermediate in nature, transforming depending on the conditions into another type of interaction.

A conflict is a collision of opposing goals, interests, positions, opinions or views of the subjects of interaction. The basis of any conflict is a situation that includes either conflicting positions of the parties on any issue, or opposing goals or means of achieving them in given circumstances, or a divergence of interests and desires of partners. Conflicts can arise due to the contradiction of: a) search, when innovation collides with conservatism; b) group interests, when people defend the interests only of their group, collective, while ignoring common interests; c) associated with personal, selfish motives, when self-interest suppresses all other motives.

A conflict arises when one side begins to act in ways that infringe on the interests of the other. If the other side responds in kind, then both unconstructive and constructive conflict can develop. It is unconstructive when one side resorts to immoral methods of struggle and seeks to suppress the partner, discrediting and humiliating him in the eyes of others. Usually this causes fierce resistance from the other side, the dialogue is accompanied by mutual insults, and solving the problem becomes impossible. Constructive conflict is possible only when opponents do not go beyond business arguments and relationships.

Conflict causes distrust and anxiety; it leaves an imprint on the internal life of the team and the psychological state of the individual. The conflict requires mandatory resolution and can go in different directions and turn into rivalry, confrontation, accompanied by an open struggle for one’s interests; cooperation aimed at finding a solution that satisfies the interests of all parties; compromise agreement, which consists of resolving disagreements through mutual concessions and agreements; adaptation, suppression associated with the fact that one side sacrifices its interests. Under certain conditions, conflict can perform an integrative function and unite team members and encourage them to find productive solutions to problems.

All considered types of interaction are interconnected. Most often they accompany each other, and with changing conditions they mutually transform into each other. It is unlikely that cooperation or dialogue, which have great educational potential, should be considered as universal. In a specific situation, one of the schoolchildren needs guardianship, attention and care, with someone a business relationship has developed on the basis of an agreement and this suits both parties, and in relation to someone, strict demands are justified at the moment. Of course, in relation to specific conditions, it is possible to find the leading, optimal type of interaction. But the variety of situations and their rapid change determine the dynamics of the nature of interaction between participants in the process.

Business conversation– a form of communication based on the principles of business etiquette, aimed at interacting with individuals or a group of individuals (organization) to achieve mutually beneficial results.

Ethics of business communication. People taking part in business communication adhere to a formal communication style and are focused on solving and achieving assigned tasks. A culture of business communication is always appropriate.

The role of business communication.

Successful business communication skills and understanding of the personality characteristics of the interlocutor and his interests should be considered a determining factor in the process of conducting business meetings. Ethics of business communication prevails not only in business negotiations, but also in everyday life - allowing you to effectively interact with others.

Features of business communication are that the interlocutor in the dialogue process acts as a significant person; The interest of people in the process of business interaction characterizes good mutual understanding in the assigned tasks; The primary goal of business communication is productive and effective cooperation.

Psychology of business communication.

Communication is the highest form of mental activity and is characteristic of all intelligent beings on earth, but only in humans it achieves the most advanced thought processes - it is indirect and conscious, acquiring a sign system for encoding images, and becomes speech.

There is no period in a person’s life, even the shortest, during which he would not be outside the process of interaction with people. The process of business communication is often an important factor in any joint activity of people and serves as a method for improving the quality and result of their interaction. The content of such interaction is what people are doing, what is a common task for them, and not personal problems that concern their inner world.

Business conversation is a process of interaction between people in which information is exchanged regarding business tasks, contributing to the achievement of a certain result in joint activities.

Norms of business communication.

Norms mean the presence of regulations, that is, formal adherence to certain rules that are determined by the peculiarities of the mentality and style of behavior that have developed in a given territory, as well as by professional ethical principles of business communication that are established in a given professional circle of people.

Types of business communication.

Business communication is divided into two types:

1. Direct(immediate direct contact. Face to face or telephone conversation.)

2. Indirect(when there is some time delay in the interaction process, that is, emails, business notes, commercial proposals, etc.).

Direct business communication has greater efficiency, the power of psychological suggestion and influence; indirect business communication, unfortunately, does not have such great potential; formal factors operate in it rather than personal participation. The most commonly used type of direct business communication is business conversation. A business conversation is understood as an interpersonal verbal dialogue between several participants with the aim of resolving business tasks or establishing business relationships.

Business communication is distinguished from informal communication by the fact that in its process specific goals and objectives are established that require a certain result, which does not allow us to neglect the process of interaction with the interlocutor or several participants at any moment.

None of the people who are currently involved in business can avoid the process of business interaction, be it the company’s own staff, business partners, government officials, employees of judicial or legal services, and all this requires developed skills and knowledge in the field of psychology business communication.

Qualities and skills that allow you to behave adequately and correctly during a conversation are one of the key components of the success of a business person. The ability to effectively implement this process of business communication is one of the first necessary skills for anyone who wants to succeed in business and personal spheres.