Business communication

It is worth distinguishing between the concepts of business communication and business communication , since communication is part of the study of psychological science, while communication implies a certain aspect and can be considered from a technical, informational, economic, organizational, and many other points of view. In addition, it is important to note the focus of communication on a specific result. Communication becomes communication only if some action has been taken. In the case of business communication, it can be considered as such if results have been achieved that are useful for achieving the goals of the enterprise. The meaning of business communication is to convey such a message, which contributes to the perception of the recipient and contributes to the desired, focused actions. Therefore, when transmitting a message in business communication, it is important to give the partner conditions for perception, understanding and implementation.

Business communication as a phenomenon is directly related to the development of the business sphere and communication techniques as such. First of all, it is worth noting the formation of written language , as well as the emergence of information transmission channels. The appearance of the print press can be considered the most important milestone, thanks to which enterprises were able to express themselves to a wide circle of people through newspapers, magazines, advertisements and other channels. A special, business style of communication is emerging, the traditions of which originate from the very beginning of the history of written communication. An even faster communication channel, which allowed companies to extend their influence to customers even further, is radio , and since the 1930s, television . A very special stage was the widespread use of the Internet , which paved the way for enterprises to communicate with customers globally. An important communication channel is still the telephone . Along with the process of improving communication as such, it is important to note the development of transport infrastructure ( railways , automobile transport and other means), as well as the process of territorial expansion (in particular, the colonization of land, which made it possible to include in business communication such factors as the rarity and exoticism of the goods offered) )

Business communication can be classified according to several criteria:

• oral and written;
• dialogical and monological;
• interpersonal and public;
• contact and distant;
• direct and indirect ^[1] .

The basic principles of business communication are as follows:

• The Golden Rule of Morality ;
• altruism and social responsibility of business;
• primacy of cooperation over competition;
• consistency.

Business Communication Models

It is impossible to build a unique and only true model of business communication. The reason for this is that when developing a business communication strategy, it is important to take into account many different factors: the personality of the interlocutor, his mood, interests and much more. At the same time, the opportunity to note the following stages of business communication:

1. The need for communication (it is necessary to communicate or find out information, influence the interlocutor, etc.) - encourages a person to make contact with other people.
2. Orientation for communication purposes, in a communication situation.
3. Orientation in the personality of the interlocutor.
4. Planning the content of his communication - a person imagines (usually unconsciously) what he will say.
5. Unconsciously (sometimes consciously) a person chooses specific means, phrases that he will use, decides how to speak, how to behave.
6. Establishing contact.
7. Exchange of opinions, ideas, facts.
8. Perception and assessment of the response of the interlocutor, monitoring the effectiveness of communication based on the establishment of feedback. Correction of direction, style, methods of communication.

Formal Tools

It is worth noting that business communication involves not only the interaction between enterprises, but also relations within the company. So, the formal channels of communication are those channels that are established by the enterprise management. The lines connecting officials and departments of the organizational structure of a company usually represent formal channels of communication ^[2] . There are vertical and horizontal formal means of business communication. Vertical, in turn, can be divided into those that are directed "up" (to leadership) and "down" (to subordinates). It seems clear that both areas of communication are very important, since upward communication allows superiors to quickly receive the necessary information from the employees of the company, which allows them to further determine the business conduct policy within the given company. Communication "down" allows you to quickly and clearly coordinate the actions of subordinates and convey to them the values ​​and urgent tasks of the enterprise. Layhiff and Penrose identified five main types of communication directed downward ^[3] .

• Instructions for the performance of work: written technical specifications, technical specifications, training manuals, on conducting classes during training at the workplace;
• The rationale for the work;
• Communications aimed at clarifying policies and methodologies explain to employees the rules and personal benefits provided by their employer;
• Feedback includes messages that inform workers about whether they are satisfactorily performing their work;
• Awesome communication aims to provide support for a specific organizational task on the part of employees.

Informal tools

Informal communication channels in organizations are often called false rumors. While many authors believe that the information transmitted through the “false rumor” system is inaccurate, at least one researcher, a full member of the Academy of Management Kate Davis, is of the opinion that from 75% to 95% of such information is correct. In addition, informal channels usually transmit information faster than formal channels, and play an important role in the distribution of organizational tasks. In a recent study of office gossip, only 14% of respondents said they rarely resort to rumors. The rest said they spread rumors either often or sometimes. Most of the rumored topics were related to work; Among the most frequently discussed topics were changes in business and office intrigues. 57% of respondents explained their participation in the spread of gossip by the fact that only in this way it was possible to find out "what is really happening." A common form of informal communication is management based on exits to the people, and the "vine". Management based on exits to people, or rounds of production sites, allows managers to receive first-hand information, without distortion, in an online mode, build more human relationships with subordinates, get an idea of ​​their problems, check the reaction to decisions made (ensure feedback), "ventilate" the attitude to the proposed changes. "Grapevine" is an informal communication network of an organization that is formed at the lowest level and exists along with the formal network. The less information gets to employees through official channels, the more intensively the “vine” develops. Vine chains can be:

• unidirectional (information is transmitted sequentially from one employee to another);
• gossip (from one to many);
• probabilistic (the news is distributed randomly);
• a bunch (information is transmitted to several employees, and some of them also transmit information to several).

• Business conversation

• Business communication
• Layhiff J., Penrose J. Business Communication. St. Petersburg, Peter, 2001.
• Grigory Khmelnitsky: From the information process to the Master of Communications