Social roles in communication business etiquette. The concept of "etiquette". Business communication etiquette. setting for interaction, cooperation, not rivalry

social roles. In business communication, especially in the interaction of managers and subordinates, the following methods of influence are used: encouragement, criticism, punishment. The main ethical requirements for incentives are their merit and proportionality to the quality and efficiency of labor activity. Criticism is the most common form of expressing dissatisfaction with the activities of subordinates or work colleagues. Criticism should be objective (i.e. caused by a negative act, inept and dishonest work) and constructive, instill confidence in the employee in his abilities, mobilize for best job. Punishment can be carried out in the form of a reprimand, a fine, demotion, dismissal. The main ethical requirement for punishments is their inevitability for systematic and consciously admitted shortcomings.

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Business conversation

"Psychology of business communication" - Social roles. communication barriers. Kindness, kindness and friendliness. Humanistic communication involves sincere, trusting communication. Business communication. Methods of influencing partners. Features of interpersonal interaction in DO. Communication styles. In business communication, manipulation is a common thing.

"Features of business communication" - General principles. Gesture. Peculiarities non-verbal communication. Features of speech etiquette. Inhabitants of Malta. Laugh. Senior championship. Expressions of greeting and farewell. Business communication. Features of communication through an interpreter. Organization of space. Refusal to talk to the person. distancing. Ethno-rhetoric.

"Business communication" - Compatibility and harmony of team members. Elements of joint activity. Types of business communication. Dialogue types. Business interaction takes place in a specific environment. Principles of business communication. The principle of creating conditions for revealing creative potential. Functions of corporate communication.

"Essence of business communication" - Types of business communication. Telephone conversation. The conversation process. Establishing contact. communication settings. Features of office and business communication. Conversation. The essence of business communication. Human nature. speech actions. Unproductive meetings. Business conversation. Exchange of business information. Features of telephone communication.

"The Art of Business Communication" - Communication as interaction. Business etiquette includes two groups of rules. Summing up the negotiations. Speech. Identification. Introduction. Goals and objectives of the course. Negotiation. Greeting speech. Communication can take place at various levels. Communication. Exchange of items and products. General scheme communication.

The concept of "etiquette". Business communication etiquette

Politeness is wisdom, therefore, impoliteness is stupidity.
To neglect politeness, creating enemies for oneself, is mischief,

It's like setting fire to a house.
A. Schopenhauer

The word "etiquette" comes from the French language ( etiquette). Etiquette This is the established order of conduct.

At palace receptions of King Louis XIV, guests were given cards with rules of conduct written on them. The cards were called labels, the word "etiquette" came from this name.

Etiquette arose during the birth of absolute monarchies. Stick to certain rules behavior was necessary for the exaltation of royalty, for the consolidation of hierarchies. So it was in ancient Egypt, China, Rome, the Golden Horde.

Business communication (in the process of labor, professional activity) occupies one of the leading places among the huge variety of varieties and forms of human communication. The centuries-old practice of business life convincingly indicates that its most important element is the moral principles and rules of people's behavior, as well as their speech culture.

Business communication etiquette is a system of moral norms and principles, rules and standards, rituals and traditions, customs and ideas that regulate the activities and behavior of people, their speech culture in the sphere of business relations.

Business Etiquette- this is the established order of conduct in the field of business and business contacts.

Business etiquette helps to avoid slips or smooth them over in accessible, conventional ways. Therefore, the main function or meaning of the etiquette of a business person can be defined as the formation of such rules of behavior in society that contribute to mutual understanding of people in the process of communication.

The second most important function of etiquette is the function of convenience, that is, expediency and practicality. From the smallest to the most general rules, etiquette is a system close to everyday life.

One of the basic rules that determine etiquette itself is that it is worth doing this not because it is customary, but because it is either expedient, or convenient, or simply respectful of others and oneself.

Etiquette is one of the main "tools" of image formation. AT modern business The face of the company plays a significant role. Those firms in which etiquette is not respected lose a lot. Where there is etiquette, productivity is higher, better results. Therefore, you should always remember one of the most important postulates that businessmen all over the world know: good manners are profitable. It is much more pleasant to work with a company where etiquette is respected. Etiquette, by virtue of its vitality, creates a pleasant psychological climate facilitating business contacts.

American psychologist Dale Carnegie, in his book How to Win Friends and Influence People, proposed six rules for the art of liking:

1. Genuinely interested in other people. In order to know others, you need to talk less about yourself, listen to others more, use less pronouns in conversation. Try to find out what your interlocutor thinks on a particular issue, how he lives, what he is interested in.

2. Smile at people. A person with a smile in his eyes and on his lips is always liked by people. A smile without irony and malice, coming from within a person, will say: “I am glad to see you, I am pleased to talk with you.”

3. Address the interlocutor by name. To better remember the names of those you meet, you need to mentally repeat this name several times, and even better, write it down.

4. Be able to listen to the interlocutor, while asking questions that you yourself would like to answer. Be able to sympathize with a person if he needs it. If you feel like interrupting someone, take a deep breath and let the other person continue their thought. An attentive interlocutor will notice this and appreciate it.

5. Talk with the interlocutor about what interests him. This is the surest way to a person's heart.

6. Inspire friends, colleagues to realize their own significance for you, the team, the family ... But this must be done sincerely. We must see the virtues of other people, praise them and thank them for the good that they do for us. Good words are pleasant to others. After good words told to people, you yourself will feel that you are becoming kinder.

Politeness is the basic requirement of speech etiquette. Speech etiquette exists to express polite relations between the subjects of communication.

The expression of politeness in speech etiquette is specified by certain rules of speech etiquette, which can be divided into norms and traditions.

Norms of speech etiquette- these are obligatory rules, the non-observance of which attracts the attention of others and causes their condemnation. Examples of norms of speech etiquette: you need to greet acquaintances, you need to thank for the service, you need to apologize for the misconduct, you can’t interrupt the interlocutor, swear obscenely, etc.

Communication traditions (etiquette traditions)- these are rules that are not mandatory for compliance, but for one reason or another it is customary to adhere to them. Departure from the traditions of communication, neglect of them are also noticed by others and cause a disapproving assessment, but less categorical and unanimous than in the case of norms. Often, non-compliance with the traditions of communication causes surprise, regret, etc.

Etiquette traditions are mainly formed in certain regions, social groups. So, in some social groups, it is customary to call mother-in-law and mother-in-law mother, to older relatives (father, mother, uncle, aunt) they turn to you, etc.

Norms are usually described with the word "necessary", traditions - with the help of such words as "accepted", "usually", "in most cases". The differences between the norms and traditions of speech etiquette are established by scientists in theoretical studies. For the practical development of speech etiquette, differences between norms and traditions are usually not made.

Speech etiquette is divided into the etiquette of oral and written communication. Oral communication etiquette includes politeness formulas and rules for conducting a conversation. Written communication etiquette - politeness formulas and rules of correspondence.

The speech behavior of people in socially oriented communication has a number of features in comparison with speech in interpersonal communication.

In social interaction, attention is drawn to the serving nature of speech activity: here speech is always subordinated to an extra-speech goal, aimed at organizing joint activities of people, therefore, more strict regulation of speech behavior is necessary here. In order for a speech act to take place in conditions of social interaction, it is necessary:

· the participants in the interaction have at least a short-term immediate common goal. Even if their ultimate goals differ or contradict each other, there must always be a common goal for the period of their interaction;

· the expectation that the interaction will continue until both parties decide to end it(we do not leave the interlocutor without saying a word, and we do not start doing something else for no reason).

Under effective verbal communication is understood as the achievement of adequate semantic perception and adequate interpretation of the transmitted message. An adequate semantic perception and interpretation of the transmitted message can be considered such a perception and interpretation in which the recipient interprets its main idea in accordance with the intention of the addresser.

As the researchers note, the success of verbal interaction or its failure depends on many factors. The five most important factors are:

culture of speech;
- goals;
- relations;
- roles;
- situations.

Language is the main tool of communication, and the effectiveness of speech communication largely depends on the degree of mastery of this tool, which is realized in the culture of speech. So, if the speech of at least one of the interlocutors is devoid of logic, little informative, inaccurate, then it is unlikely that it can adequately convey information.

The goal factor determines the willingness of the subjects of communication to conduct a conversation on a given topic at a given time, their mutual communicative interest. The absence of this interest reduces communicative activity.

The attitude factor motivates the choice of the form and style of communication depending on the degree of acquaintance, age or social differences of the participants in communication.

The role factor determines the speech demeanor of the speakers in connection with the capacity in which they act: the plaintiff - the defendant, the petitioner - the one to whom the request is made, etc. It is equally important to take into account the situation factor, since a change in the situation while other things remain unchanged factors significantly affect the speech behavior of the subjects of communication. So, for example, communication in a situation of dialogue in private and in the presence of third parties, a discussion of a production issue at a meeting or in a rest room can proceed in completely different ways. In order for verbal communication to be effective, along with the above factors, it is necessary to create a positive communicative climate that helps to establish contact and relationships in the process of communication.

To harmonize communication, it is important that the interlocutors are aware of each of their speech acts. If the speech actions of the interlocutors are conscious and deliberate, then they can be considered from the standpoint of communication code. To communicative code is a complex system of principles that regulate the speech behavior of both parties in the course of a communicative act and is based on a number of categories and criteria".

The main principles of the communication code are:

o the principle of cooperation G. Grice;

o J. Leach's principle of courtesy.

The principle of cooperation implies the willingness of partners to cooperate. G. Grice in his work "Logic and verbal communication" describes the principle of cooperation as follows: "Your communicative contribution at this step of the dialogue should be the same as the jointly accepted goal (direction) of this dialogue requires."

The principle of cooperation includes four maxims:

o maxim of completeness of information;

o maxim of information quality;

o maxim of relevance;

o maxim of manner.

Maxim of completeness of information (quantities) is related to the dosage of information necessary for the act of communication: the statement should contain no more and no less information than required.

Of course, in real speech communication there is not exactly as much information as necessary. Often people can answer a question either incompletely, or with some additional information mentioned that the question did not suggest. The essence of the postulates is that the speaker strives to communicate exactly the amount of information necessary for the interlocutor.

Analogy example: If you help me fix a car, I naturally expect your contribution to be no more and no less than what is required: for example, if at some point I need four nuts, I expect to get exactly four from you, and not two or six nuts.

Information quality maxim comes down to the fact that statement must be true: do not say what you consider false and for which you have no good reason.

Analogy example: It is natural for me to expect your contribution to be sincere and not false. If you're helping me make a cake and I need sugar, I don't expect you to give me salt; if I ask you for bread, I do not expect to receive a stone.

Relevance maxim suggests strict adherence to the topic. Psychologists are well aware that the attention of the audience is scattered if it is not able to connect the statement being said at the moment with the topic announced by the lecturer.

Example analogy: At each step of joint action, it is natural for me to expect that the contribution of the partner will be relevant in relation to the immediate goals of this step. When I'm kneading the dough, I don't expect you to hand me an interesting book, or even a kitchen towel (although the same action might be an appropriate input in one of the later steps).

Maxim of manners lies in the clarity of the statement. To achieve this goal, the interlocutors must adhere to certain principles, the rules of conversation, which allow them to coordinate their actions and statements. For example, preferred structure principle characterizes the features of speech fragments with confirming and rejecting replies. According to the researchers, consent is usually expressed without delay, as concisely and clearly as possible. Disagreement is formulated at length, justified by arguments and, as a rule, delayed by a pause.

For example:

1. A. I ask you to complete this work by tomorrow.

B. Good.

2. A. I ask you to complete this work by tomorrow. /pause/

Q. I'd love to... but you know, I haven't completed the previous assignment yet, and besides, I don't feel well.

The pause serves as a kind of indicator of unwanted deflecting responses. It allows the speaker to timely supplement the initiating remark with reinforcing arguments.

For example:

A. I ask you to complete this work by tomorrow. /Pause/ And then I can give you a few days off, as you requested.

B. Good.

Compliance with the described principle allows not to offend the interlocutor, to avoid the critical focus of the conversation.

Example analogy: I naturally expect that the partner will let me know what his contribution is, and that he will perform his actions with due speed.

The principle of courtesy. If the principle of cooperation characterizes the order of joint operation of information in the structure of a communicative act, then the principle of politeness is the principle of the mutual arrangement of speakers in the structure of a speech act.

J. Leach, formulating the principle of politeness, provided for the following maxims:

o the maxim of tact;

o maxim of generosity;

o maxim of approval;

o the maxim of modesty;

o maxim of consent;

o maxim of sympathy.

Compliance with the principle of politeness creates an environment of positive interaction, provides a favorable background for the implementation of communication strategies.

Maxima tact implies respect for the boundaries of the interlocutor's personal sphere. Each speech act includes an area of general speech actions and an area of private interests. Maxima tact recommends the speaker to be careful about the area of private interests of the interlocutor. Do not touch topics that are potentially dangerous ( private life, individual preferences, etc.).

Maxim of generosity there is a maxim of not burdening the interlocutor; in fact, it protects the interlocutors from dominating the course of a speech act.

Maxim of Approval is the maxim of positivity in judging others. Mismatch with the interlocutor in the direction of assessing the world greatly affects the possibility of implementing one's own communicative strategy. This is a maxim of positivity in judging others (“Judge not, lest you be judged.” “Don't judge others”).

Maxim of modesty there is a maxim of rejection of praise addressed to oneself. Realistic self-assessment is one of the conditions for the successful deployment of a speech act. Severely overestimated or severely underestimated self-esteem can adversely affect the establishment of contact.

Maxim of consent is the maxim of non-opposition. Instead of deepening the contradiction that has arisen in the course of communication, this maxim recommends the search for agreement in order for the act of communication to have a productive conclusion. It involves the rejection of a conflict situation in the name of solving a more serious problem, namely, the preservation of the subject of interaction, the "removal of the conflict" through the mutual correction of the communicative tactics of the interlocutors.

The main factors contributing to the harmonization of communication include the following:

o recognition not in words, but in deeds of the presence of a variety of points of view;

o providing an opportunity to express one's own point of view;

o providing equal opportunities in obtaining the necessary information to substantiate one's position;

o understanding the need for a constructive dialogue;

o defining a common platform for further cooperation;

o ability to listen to the interlocutor.

The creation of a positive communication climate, along with the observance of the above principles by the participants in the dialogue, is also helped by the application of a number of psychological principles of communication formulated in scientific and methodological literature. Let's name the main ones:

The principle of equal security;

The principle of decentral orientation;

The principle of the adequacy of what is perceived to what is said.

The principle of equal security, which implies the non-infliction of psychological or other damage to the partner in the information exchange, prohibits insulting attacks against the partner, humiliation of the partner's self-esteem. Labels, rude words and expressions, insulting remarks, insults, a contemptuous and mocking tone can lead a person out of balance, cause moral injury and even physical damage to health, and therefore interfere with the perception and understanding of information. Of course, each participant in the dialogue has the right to defend and defend his point of view, to disagree with the statements of the opponent, to show and prove the fallacy of his position, but he must respect the personality of the interlocutor.

The principle of decentral orientation means non-damage to the cause for which the parties entered into interaction. The essence of this principle is that the forces of the participants in communication should not be spent on protecting ambitious, egocentric interests. They should be directed to finding the optimal solution to the problem. Decentric orientation is characterized by the ability to analyze a situation or problem from the point of view of another person, based not on one's own interests, but on the basis of the interests of the case. This is a fairly often violated principle. Often people, guided by a variety of motives, in the heat of emotion forget about the very subject of discussion.

The principle of the adequacy of what is perceived to what is said, those. not causing damage to what was said by deliberately distorting the meaning. Sometimes participants in communication deliberately distort the position of the opponent, distort the meaning of his words in order to achieve advantages in the conversation in this way. This leads to disagreements and mutual misunderstanding.

There are general requirements of speech etiquette, the fulfillment of which is necessary or accepted in all communicative situations, regardless of who is involved in communication, what is gender, age, social status, profession, etc. However, the presentation of these general requirements would take too much space, so we are inclined to consider speech etiquette in the aspect of communicative situations, i.e. dependence of speech behavior on various factors.

Experts have identified the main factors that determine people's behavior in accordance with the requirements of the rules of speech etiquette:

Accounting for the characteristics of partners (social status, place in the service hierarchy, profession, nationality, age, gender, communicative position, etc.);

The nature of the communication situation (private conversation, business negotiations, presentation, anniversary celebration, etc.);

National tradition.

Let's take a closer look at these factors of speech etiquette.
Speech etiquette requires taking into account the characteristics of partners entering into communication. Their speech behavior in relation to each other is largely determined by the social status of the subject and addressee of communication.
Social status is a certain position occupied by a person in a society or social group, associated with other positions through a system of rights and obligations. Social status can be determined by the place of a given individual in the social hierarchy, profession, etc. or place and role in a small social group (leader, follower, etc.).

Speech etiquette involves certain forms of speech behavior in communication between a boss and a subordinate, a professor and a student, a group leader and a follower, etc. Social roles are closely related to social status. social role is the expected behavior associated with the status. Knowing social status this person, his social functions, people expect from him that he will have a certain set of qualities and carry out certain forms of speech behavior. Speech etiquette requires that people's speech behavior does not contradict the role expectations of the subject and addressee of communication. If such expectations are not justified, then a role conflict arises.

For example, a subordinate does not obey the orders of the leader, the younger begins to tell the elder, the son does not fulfill the requirements of the father, etc.

As well as social roles in speech communication, communicative roles are established. Communicative role - this is a typical position in communication, occupied by the subjects of communication to achieve the goal of communication. For example, the petitioner seeking advice, well-wisher, adult, child, parents, etc. It should be noted that communicative roles can outwardly coincide with social roles: the role of a boss, subordinate, master, guest, head of the family, father, mother, son, leader, follower, etc. However, this coincidence can only be ostentatious, a person takes on a certain role to achieve his goals. And if he succeeds in playing it successfully, then he achieves the desired goal, if he fails, then a situation of role conflict arises.

Another important factor determining speech etiquette is the situation in which communication takes place. The choice of etiquette forms, the speech behavior of a person are closely dependent on the situation and should change in accordance with the change in this situation. What are the factors that determine the communicative situation, which must be taken into account by the subjects of communication in order to comply with etiquette rules? These factors include:

1. Type of situation: official situation, informal situation, semi-official situation.

In an official situation (boss - subordinate, employee - client, teacher - student, etc.), the most stringent rules of speech etiquette apply. This area of communication is most clearly regulated by etiquette. Therefore, violations of speech etiquette are most noticeable in it, and it is in this area that violations can have the most serious consequences for the subjects of communication.

In an informal situation (acquaintances, friends, relatives, etc.), the norms of speech etiquette are the most free. Often speech communication in this situation is not regulated at all. Close people, friends, relatives, lovers in the absence of outsiders can say everything to each other and in any tone. Their speech communication is determined by the norms of morality, which are included in the sphere of ethics, but not by etiquette norms. But if an outsider is present in an informal situation, then the current rules of speech etiquette immediately apply to the whole situation.
In a semi-official situation (communication of colleagues, communication in the family), the norms of etiquette are not strict, vague, and here the main role is played by the rules of speech behavior that this particular small social group has developed in the process of social interaction: a team of laboratory staff, departments, families and etc.

2. The degree of acquaintance of the subjects of communication. The norms of speech etiquette change depending on the extent to which the interlocutors are familiar with each other. For communication with strangers, the most stringent standards apply. Here you should behave in the same way as in official situations. As the acquaintance of people deepens, the etiquette norms of speech communication weaken and the communication of people is regulated mainly by moral norms.

3. Psychological distance of the subjects of communication. Psychological distance is understood as the relationship of people along the line of “equal to equal” or “unequal relations”. When communicating with people who are equal to each other on any sign that is significant for a given situation - by age, degree of acquaintance, official position, gender, profession, level of intelligence, place of residence, etc., etiquette rules are observed less strictly than when communicating with people who are unequal - a boss with a subordinate, a senior with a junior, a man with a woman. The shorter psychological distance established when the interlocutors are equal on an essential basis, therefore, implies greater etiquette freedom than the more significant psychological distance established between people who are unequal on some basis that is essential to the situation. Which sign turns out to be significant depends on the situation itself, this sign can change in the course of communication.

4. The function of the participation of interlocutors in the conversation. There are several different functions of the participation of interlocutors in a conversation, which are related in different ways to the etiquette of the communication being carried out.

contact function- the function of maintaining communicative contact with the interlocutor. This function is implemented in the process of secular or contact-establishing communication, when the process of communication is more important than its content or result. This is the so-called conversation common topics- about rest, sports, weather, pets, etc. If the interlocutor in a conversation implements the contact function of communication, then the formulas of speech etiquette and communication rules are observed very clearly.

Intelligent function- the function of communication, which consists in arguing one's point of view, in expressing one's thoughts and analyzing the thoughts of the interlocutor. When implementing the intellectual function of communication, its result is important; the norms of speech etiquette are observed, but they no longer have such a self-contained value as in the implementation of the contact function of communication.

emotional function- the function of communication, which consists in supporting the feelings and emotions of the interlocutor, in demonstrating sympathy for him and expressing his own feelings and emotions. In this case, deviations from strict speech etiquette are acceptable, although within certain limits: emotional communication also has its own speech etiquette, acceptable and unacceptable forms.

Observer function- the function of communication, when a participant in communication is present when others are communicating, but he himself does not participate in communication (for example, a passenger in a compartment when two other passengers are talking). Speech etiquette in this case is reduced to a minimum, although it is present here too: it is necessary, first of all, to non-verbally show that you are not participating in the conversation and no matter how you hear it.

5. Attitude towards the interlocutor. Speech etiquette prescribes the use of formulas in speech that demonstrate a polite, highly polite, respectful, affectionate and friendly attitude of the speaker to the listener; all formulas that reflect an ultra-high level of politeness are appropriate only in a limited number of special situations of communication; formulas reflecting a low level of politeness are non-etiquette in nature and are also appropriate only in a limited number of situations, with certain relationships between speakers and a special composition of the communication group. The speaker can treat the interlocutor as he sees fit, in accordance with the attitude that the interlocutor deserves, but it is only necessary to demonstrate in communication a good attitude in the form of moderate politeness - this is the requirement of speech etiquette.
6. Place and time of communication. The place of communication also has an impact on etiquette communication. There are certain places in which, being in this or that situation, the speakers must pronounce certain etiquette ritual phrases adopted for this place and situation. For example: "Bitter!" - at the wedding, "Let the earth rest in peace" - at the wake, "Bon appetit!" - at dinner, "Enjoy your bath!" - when leaving the bath, "Good night" - going to bed, etc. These etiquette phrases are due to the cultural tradition of the people, and their pronunciation is part of their culture. There are also etiquette formulas that must be pronounced at a certain moment of communication: “Good luck!” - leaving, "Welcome!" when the guests arrived Good morning!" - when you woke up, "Peace to your home" - coming to visit, etc. The place and time of communication are closely interconnected. Thus, speech etiquette is closely related to the situation of communication: the choice of speech etiquette formulas, the implementation of communication rules depend on a number of situational factors that must be taken into account by the speaker.

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INTRODUCTION

Business is done not only on an economic basis, but also on an ethical one. Just as it is unacceptable to violate the generally accepted rules of business in commerce, so it is unacceptable to violate the rules of business etiquette.

Mastering the civilized market, modern entrepreneurs should know that only 10-15% of those who want to establish themselves in the market world achieve their goals. And it is following the rules of business etiquette and ethics of business communication that is the key to success in business.

Have you ever wondered why two people who are completely equal in ability and intelligence can succeed at work to varying degrees? The first, grabbing the stars from the sky, does not deny himself anything and has excellent relations with his superiors. The other one is quite the opposite: it does not fit into the team in any way, and there is no particular profit. What is the secret successful business? It is not always possible to achieve good results by just working on the task and puffy eyes in front of the monitor screen at ten in the evening. And in our case with two colleagues, the lucky man mastered all sorts of rules of behavior at work, when the unfortunate hard worker has no the slightest idea about business etiquette.

The purpose of this essay is to study the topic "The role of etiquette in business communication."

THE ROLE OF ETIQUETTE IN BUSINESS COMMUNICATION

1. Basics of business communication etiquette.

The ability to behave appropriately with people is the most important factor in determining the chances of success, facilitates the establishment of contacts, promotes mutual understanding, creates good, stable relationships, etc.

Every cultured person should not only know and observe the basic norms of etiquette, but also understand the need for certain rules and relationships. Mastering etiquette can help you succeed in business and vice versa, neglecting it can well destroy your career.

Etiquette is a "conditional language", which has the character of an unwritten agreement that in the behavior of people is generally accepted and what is not, with which you can evaluate a person, judge the level of his internal culture, his moral and intellectual qualities already by how he enters, how he greets, what tone he speaks, what first words he utters.

Etiquette(from French - etiquette - label, ceremonial, standard of treatment) - this is a set of norms and customs that regulate the external forms of human behavior in society. The concept of etiquette includes a set of rules related to the ability to keep oneself in society, external neatness, the correct construction of a conversation and correspondence, literacy and clarity of presentation of one’s thoughts, a culture of behavior at the table and in other situations of business and secular communication.

The main function of business etiquette can be defined as the formation of such rules of behavior in society that contribute to mutual understanding of people in the process of communication.

Business etiquette is based on the same moral standards, as secular:

1) a prerequisite for business communication is politeness which is an expression of respect for a person. To be polite means to be kind. In the business world, courtesy is viewed as an economic category that contributes to the achievement of business success in partnership;

2) tact- this is a sense of proportion, observed in conversation, in personal and official relations, the ability to feel the boundary beyond which, as a result of our words and actions, a person experiences resentment, grief, and sometimes irritation. A tactful person always takes into account specific circumstances: the difference in age, gender, social status, the place of conversation, the presence or absence of strangers. Respect for others is a prerequisite for tact, even between good comrades;

3) modesty- restraint in assessing their merits, knowledge and position in society. A modest person never strives to show himself better, more capable, smarter than others, does not emphasize his superiority, his qualities, does not require any privileges, special amenities, services for himself. At the same time, modesty should not be associated with either timidity or shyness, because these are different categories;

4)correctness is a neutral, formal, restrained, dry courtesy. The ability to behave with a focus on the generally accepted rules of decency in any circumstances, incl. in conflict;

5) nobility- the ability to perform disinterested acts, not to allow humiliation for the sake of material or other benefits;

6)accuracy- compliance of the word with the deed, punctuality and responsibility in fulfilling the undertaken obligations in business and secular communication. etiquette personal temperament communication

AT modern society good manners are politeness, modesty and restraint of a person, the ability to control one's actions, to communicate attentively and tactfully with other people.

Manners- this is a way to hold and present oneself, an external form of behavior, treatment of other people, expressions used in speech, tone, intonation, gait, gesticulation and even facial expressions characteristic of a person.

Bad manners include the habit of speaking loudly, not embarrassed in expressions, swagger in gestures and behavior, slovenliness in clothes, rudeness, manifestation of hostility towards others, disregard for other people's interests and requests, imposing one's will and desires on other people, tactlessness, inability to restrain your irritation, etc.

Business communication etiquette implies a respectful and courteous attitude towards people; certain forms of acquaintance, address and greeting; rules of conversation, conversation and negotiations, etc.

2. The influence of personal qualities on communication.

Personality has individual traits and qualities- intellectual, moral, emotional, strong-willed, formed under the influence of society as a whole, as well as in the process of family, labor, social, cultural life of a person. In communication, it is important to know and take into account the most typical features of people's behavior, their character traits and moral qualities. Business communication should be built on the basis of such moral qualities of a person and categories of ethics as honesty, truthfulness, modesty, generosity, duty, conscience, dignity, honor, which give business relations a moral character.

The nature of communication is influenced by the temperament of its participants. Traditionally, four types of temperament are distinguished: sanguine, phlegmatic, choleric, melancholic.

sanguine cheerful, energetic, initiative, receptive to new things, quickly converges with people. Easily controls his emotions and switches from one activity to another.

Phlegmatic person balanced, slow, hard to adapt to new activities and new environment. He thinks about a new business for a long time, but, having started its implementation, he usually brings it to the end. The mood is usually even, calm.

Choleric active, enterprising, distinguished by great working capacity, perseverance in overcoming difficulties, but subject to sudden mood swings, emotional breakdowns, and depression. In communication it is sharp, unrestrained in expressions.

Melancholic impressionable, highly emotional, more prone to negative emotions. In difficult situations, he tends to show confusion, lose self-control. Little predisposed to active communication. In a favorable environment, he can cope well with his duties.

The Swiss psychologist Carl Jung divided personalities into extroverts and introverts. According to his classification, extroverts are characterized by a weakened attention to their inner world and a focus on external environment. They are sociable, sociable, proactive and easily adapt to various conditions. Introverts, on the contrary, are focused on their inner world and are prone to introspection and isolation. Such types of temperament, of course, are rarely found in their pure form.

3. Basic rules of modern business etiquette.

In modern business, compliance with the rules of etiquette plays an important role. It is unacceptable to violate them, since in commercial activity it is unacceptable not to pay attention to economic indicators and fundamentals of entrepreneurship. Compliance with the rules of business etiquette reflects your professionalism and serious approach to business, and their non-compliance indicates that it is better not to do business with you. Etiquette is one of the components of your business image, and experienced business partners pay attention to this aspect of your behavior as well. Consider the basic rules of business etiquette:

First rule- be punctual.

It is very important in business to properly organize and calculate the time. Planning and punctual execution of all planned tasks is the key to success. Being late is incorrect in relation to the person who was waiting for you. And even the most sincere apologies and assurances about the impossibility of coming on time are unable to completely make amends, because even at the subconscious level there will be a certain unpleasant aftertaste, which will mean a somewhat negative treatment towards you.

Second rule- Do not talk too much to others.

Every millionaire has certain secrets to success, but no one will tell you. Don't talk about business own business, because sometimes even the smallest hint can affect the activities of a competitor.

Third rule- don't be selfish.

It is impossible to conduct business successfully without taking into account the thoughts and interests of partners, customers, buyers. Often it is selfishness that prevents success. It is very important to be tolerant of your opponent or partner, learn to listen and explain your point of view.

Fourth Rule- dress in a manner that is customary in society.

Clothing is a demonstration of your taste and status in society. Do not take this rule lightly. Appearance is the first aspect that a person pays attention to and this immediately sets him in the right mood.

Fifth Rule- Keep your speech clean.

Everything you say and write should be beautifully written, right. The ability to communicate, competently lead a discussion and convince an opponent is very important for negotiating. Watch your pronunciation, diction and intonation. Never use foul language or offensive language. However, do not forget that the ability to listen to the interlocutor is an equally important aspect of communication.

4. Rules of business communication.

_ Business letter rules. A business letter is an element of creativity, because. each business letter is individual. It strictly depends on the personality of the addressee, the specificity of the situation, the position and the general culture of the writer. Business letters perform two functions: they provide communication between business partners and store information about this connection.

The main requirements for a business letter are its brevity, clarity and correctness. The main thoughts and suggestions of the author of the letter should be succinctly formulated. The letter is drawn up only on one issue, the text must be convincing with sufficient reasoning. The tone of presentation is neutral, not allowing emotional manifestations.

_ Fax machine. A special role in this kind electronic system links belongs to the design of the first page. It is issued on the letterhead of the company, where its emblem is placed in the upper part, and at the bottom of the page along the entire length of the line - addresses, phone numbers and other coordinates of the offices and branches of the company. The text is printed on a printer, signed by hand. Always respond to messages, even if you find it difficult to solve a problem. In the business world, someone who does not respond to correspondence is considered an irresponsible partner and is not trusted.

_ Business card is a sheet of not too thick cardboard of a small format, printed in a typographical way. Color varies, although protocol dictates they should be white. The text is typed in black, but not "silver" or "gold". The reverse side of the card must be clean for making notes. Sometimes on the reverse side the text is duplicated in a foreign language.

Cards are necessarily handed with both hands, or only with the right hand, when meeting business partners, receiving a delegation or saying goodbye, as a sign of special trust - to a private person. In a business acquaintance, the exchange of business cards is a mandatory procedure. There are etiquette rules for use business cards. So, after an acquaintance, the one whose rank is lower is the first to leave his business card. With equal status, age is taken into account - the youngest in age leaves the card first. After the introduction to the woman, the man must, no later than within a week, send his business card to her and her spouse, even if it has not been introduced to him.

5. Business breakfast, lunch, dinner.

Quite often, business conversations take place in an informal setting (cafe, restaurant). This requires the ability to combine the solution of business issues with the meal. Usually there is a business breakfast, lunch, dinner. They are united by some general principles that apply in all three cases, in particular, generally accepted rules of conduct at the table. However, each of these forms of business communication has its own characteristics.

business breakfast- the most convenient time for meetings of those who work hard during the day. Duration - about 45 minutes. Not recommended for a business meeting between a man and a woman.

Business lunch allows you to establish good relationship with partners, get to know customers better. At noon, a person is more active and relaxed than at 7-8 in the morning. The duration of a business lunch is not strictly regulated and is usually one to two hours, of which up to half an hour is secular conversation, usually preceding a business conversation.

Business dinner is more formal than breakfast or lunch, and in terms of the degree of regulation it approaches the reception. This determines the type of invitations (written, not telephone), clothing features (dark-colored suit). The duration of a business dinner is two hours or more.

When deciding to organize (accept an invitation to) a business breakfast, lunch or dinner, you need to think about your tasks and find out whether a more relaxed atmosphere of the feast will contribute to their solution. It may be easier to resolve these issues in an institution or over the phone. Each meeting associated with a feast can take from one to three hours, and you need to be extremely respectful of your own and other people's time.

Meeting point. When choosing a meeting place, it is necessary to show good breeding and tact. When you are interested in a conversation, you can emphasize your respect for the person by arranging a meeting place closer to their place of work. The level of the restaurant should correspond to the position occupied by the people you invited.

Organization. It is necessary to strictly observe the agreements agreed in advance on the place, time and composition of the meeting participants (who, where and when will meet). Only when absolutely necessary can changes be made to a pre-approved plan. So, if you intend to meet with someone face to face at breakfast, and the invitee calls you and announces that he intends to appear with his secretary and someone else, you must decide whether meeting in such a composition is in your interests and is it really worth it.

Seating at the table. If a preliminary order is made, it is good manners to wait until all the guests have gathered and only then sit down at the table. If you need to spread out papers and you are only meeting with one person, it is preferable to sit at a table for four, not for two. In this case, there will be good reasons to invite the person to sit to your right instead of across from you.

Payment. Either the one who first proposed the meeting, or the one in a higher position, must pay the bill. If the situation can be misinterpreted as an attempt to win someone's special favor, it should be suggested that everyone pays for himself. This is especially true for representatives of the media and civil servants at all levels: breakfast of a journalist or official at someone else's expense may be considered an attempt to influence the press or a manifestation of corruption in public authorities. However, the most common approach will still be this - the inviter takes on all the costs.

Gratitude. After a business breakfast, lunch or dinner, it is customary to at least thank the invitee. More appropriate, however, would be a thank you note, although this element is often neglected in business relationships.

6 . Image as an object of business communication.

Like a sophisticated business card, image is today a necessary attribute of effective business relations. Literally image means a "collective image" of a person, including not only the external impression, but also the style of her thinking, the features of her actions and deeds, and even her idea of herself. It is the unconscious self-image, known and sometimes unknown to ourselves, that is barely perceptible in communication and ultimately determines the development of relationships - their complementarity, confrontation or rejection. Each person carries out his life scenario, plays his social and professional roles. And if the scenarios do not match or do not suit us, we strive to correct them, enrich them or rewrite them again.

The image of the company is created by people, and the visible part of the company needs to be explained what this image consists of.

When you do something like a pioneer, there is a high chance that something will fail. But this position is not like everyone else.

A well-known part of the image consists of presentations, communication with the press, with customers and partners. If you do not do as is customary in this environment, but do as you like. If it works better when you speak not prepared phrases, but spontaneous thoughts that appear during a speech. This results in the best, most engaging presentations.

It's good to have a ready-made script. If people talk but don't think, it doesn't inspire respect. You can always see when a thought works and when it doesn't. The lack of impromptu often gives rise to internal conflict. It is much better to state the idea not as it should, but as “I understand it” - this is a winning strategy.

In principle, this is an important component of the image, if you are aware of what you are talking about, it is always clear whether you are speaking your own thoughts or retelling someone else's. If people see that you are speaking in your own words, this gives rise to the effect of trust, but here it is important not to "fall" into the other extreme - to become "ours on the board." Getting closer to the audience, using simple phrases is great. A person loves slang, but almost never uses it, it's just fun for him to catch it all.

It is noticed that people easily perceive technical thoughts if it goes through allegories. We say: we need to build centralized Information Systems. Just as people use electricity, so does information.

People are much more sensitive to pictures than to speech. Use a variety of photographs - everything is easier to perceive through visual images.

7 . Greetings, communication.

Welcome first:

Man - woman;

Younger (youngest) in age - older (older);

The youngest woman - a man who is much older than her;

Junior in position - senior;

A member of the delegation - its leader (regardless of whether it is their own delegation or a foreign one).

In Russia, there are historically developed stereotypes of speech treatment: “Ladies and gentlemen”, “Sudari and madame”. Unfortunately, only educated people use them.

AT telephone conversation The caller is always introduced first. The caller ends the call.

It has been established that a person looks more at the one he likes. This is especially pronounced in men - they are less eager to hide antipathy and even during the hearing they try to take their eyes off the partner who inspires them with dislike.

When talking, it is best to sit straight, without bending over or leaning back. The most acceptable landing for a business woman: knees together, feet one near the other, the lower leg is turned slightly obliquely.

A man enters the restaurant hall first, and his companion follows him. If a woman was the first to enter the hall, then on the way to the table the man is a little ahead of her, shows the places and helps to take the most convenient place.

The most convenient places are usually considered: near the wall - facing the hall, in the middle of the hall - facing the entrance. The man sits down after the lady has sat down.

Either the one who first proposed the meeting, or the one in a higher position, must pay the bill. The man should help the lady get dressed and it is advisable to take the woman home. You should never offer your left hand to a lady.

In a store, a man should raise his hat even if he is in front of a salesman and not a pretty saleswoman. Sellers are addressed simply as "you"; referring to young saleswomen, you can say "girl."

8. The external environment of the office and office.

The first thing that people notice when they come to an appointment, an interview, a meeting, a business conversation is the external environment of the room in which some issues are to be resolved. The results of your conversation depend on how your office and office look.

The construction of a competent space requires the observance of a single style in everything: in the planning decision, in decoration, decor, furniture.

A properly and tastefully planned office helps to create a favorable environment for conversation, which contributes to the establishment of fruitful contact. In accordance with the above requirements, modern world there was a certain tradition in the rules for planning the office of the head.

As in ancient teaching, the table should stand so that the owner of the cabinet sits facing the door and can see the guests coming and going. A long table with comfortable chairs should depart from the leader's table - it serves for holding small meetings, receiving delegations consisting of several people. Chairs near the table should be soft and comfortable, but not conducive to people sitting in them lounging. There should be a cabinet for storing current documents and materials in it.

In the manager's office, there is also usually a soft corner, consisting of soft chairs and a coffee table. It is used for confidential conversations with partners and, in some cases, with subordinates, when it is necessary to create an informal atmosphere.

The decor and decoration of the office should not be depressing and overwhelming, as this reduces the effectiveness and efficiency of the conversation. For this purpose, an aquarium with fish, green spaces, a mirror can be located in the office.

A well-designed and tastefully designed office evokes sympathy for its owner, but requires that its owner look the part.

CONCLUSION

In the course of the work, the basic rules of behavior were revealed as appearance and clothing, business communication rules and more. The success of an organization is closely related to etiquette and culture of behavior. For a good mastery of business etiquette, a culture of behavior, time, desire and perseverance are required, constant training in behavior in various conditions of activity, so that knowledge turns into skills, habits. Then the reaction to any action, any move of the opponent, the development of the situation will comply with the rules of good manners, business etiquette, the requirements of the culture of behavior in this situation

In my author's opinion, a moral position is an assessment related to the norms of social behavior and their observance, which a person must himself realize, accept it as a guideline for his actions. In the moral position lies the internal motivation of human behavior, self-control, conscientiousness, a sense of personal dignity.

Ethical norms cannot contradict the moral position of a person, since the established norms, if properly implemented, will correlate with the moral position of each person.

In Russian culture, it is customary to value spiritual qualities. As they say, the main thing is to be a good person. But "good" is a relative term. Cultural norms regulate relationships, offering a model of behavior approved in society. Compliance with norms makes human interaction simpler, clearer and more predictable.

In business etiquette, social position and position are distinguished and status differences are not distinguished by gender and age; there are practically no differences between a man and a woman. However, it is perfectly acceptable for a very young company director to be the first to greet his older female deputy. And men who show the usual courtesy towards female colleagues, of course, do not violate etiquette and subordination.

In the course of this essay, the ball fulfilled the above goal.

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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? This is communication between people in the professional sphere, 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 of communication is applicable exclusively in the work area. 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 others ethical directions 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. Since business people communicate with opponents of various nationalities, one should be aware of their traditions and mores. This allows you to show respect for their differences and win over.

For successful business negotiations, it becomes important to be able 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 in himself exclusively best qualities personality. If you pay attention to how opponents communicate with each other, then they show only positive qualities, avoiding the manifestation of rude 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 reasonable 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.
Vocabulary.
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 working sphere, people communicate with each other at the level of their own professional interests, official activities 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 of the legal field will involve the use of legal terms, and contact between an employee and a manager will involve 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 at different times, being 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 form of communication, direct contact remains the most effective when you can establish a visual connection, hear another 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. Disagreements often arise during a business conversation. 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. Both open and closed questions are important. 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 forward. career ladder to raise your 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 - a normative act, law, agenda, paragraph, code, etc. are used.

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 the correct use of all principles and rules leads to a positive result.

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

Social roles in communication business etiquette. The concept of "etiquette". Business communication etiquette. setting for interaction, cooperation, not rivalry

Business conversation

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Social roles in communication business etiquette. The concept of "etiquette". Business communication etiquette. setting for interaction, cooperation, not rivalry

Business conversation

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