How nice it would be if you could communicatewith other people freely and without straining! At least so it seems at first glance. But in fact, rules and regulations exist for a reason - they are designed to make communication as comfortable as possible for all its participants. Imagine what would happen if an aggressive person were allowed to behave as he wished? All around him it would be bad. The professional sphere is especially strict in this matter: the rules of business communication are the most voluminous section of the universal etiquette. And if you want to be successful, you should learn to keep them.
Etiquette of business communication
What do you think, what qualities are on the firstplace in the etiquette of business communication? First of all, you need to be benevolent for effective interaction in any field. That's why if you are a misanthrope who hates everything alive, you do not need to turn around in business circles. Respect and tolerance for others are also necessary for the reason that in the business sphere, conflicts of all kinds often arise, and without these qualities overcoming such obstacles will be impossible. Personal charm also plays an important role in the effectiveness of communication. It consists of pleasant manners, tact, common human culture, benevolent attitude to others and a pleasant appearance. Evaluate if you have any gaps in any of these aspects. Of course, it is difficult to attribute it to the rules and skills of business communication, but it works, and it is impossible not to mention this fact. If we are not talking about quality, but about the rules of business communication, then on the first place is the rule of respect. Above we wrote that it is important to be benevolent. Unfortunately, it turns out not to show to all people, because on the way sometimes come across rare scoundrels. But even they have something for which they can be respected (not to love!). Your task is to see this very thing and show respect. In any case, it will be felt in contact, and its effectiveness will increase. Role behavior in business communication also plays an important role. Agree, it's silly and strange to behave with the boss as if he's your boyfriend. However, there are girls who do just that. In order not to get trapped, you should very clearly understand for yourself, what roles do you and your colleagues occupy at work and what is included in them. And this applies not only to formal positions, but also to informal functions: "working bee", "critic", "generator of ideas", etc. ... This will help you to be more effective in communication. Judge for yourself, senselessly and ineffectively demand from the generator ideas of rigor and accuracy in the design of reports, because the main feature is creativity. Be discreet in personal assessments. It's at home that you can call your colleague Masha an idiot, and a pedantic client is a nasty bore. At work, this is not allowed. Who knows who or what does not like - you need to be able to live and work with it. But even if your emotions are ready to splash out, you should keep them and discharge in a more adequate environment. In your speeches, be as laconic as possible, unless, of course, the situation requires the opposite. Nobody wants to lose time, listening to how you came to this or that conclusion, so pity your partners and voice only the most important and necessary. By the way, this is important in business negotiations: if you describe in detail each of your arguments, then the interlocutor is easier to "cling to". Learn to ignore violations of business etiquette partner. For example, we wrote about how important it is to be restrained in assessments. And suddenly your interlocutor swore or insulted you for how much. It is possible that he simply broke, and tactful will miss it by the ears. However, if the interlocutor continues to bend the same line, and you are important outcome of the negotiations, you can make minor concessions - this will calm the "beast", and the likelihood that you will achieve your will increase. If you noticed that the heat of passion is too great, it makes sense to postpone the meeting for another day. Well, finally, take your interlocutor seriously. For this, the technique of active listening can be useful when you repeat or paraphrase the words of a partner (only naturally, and not like a parrot!). So you show him your seriousness. Even if you are discussing some small and insignificant contract for your company, be polite and attentive. Who knows what this business relationship will develop in the future?
Phases of business communication
It would seem, why does a simple person know the phasebusiness communication? Analyzing the effectiveness of the negotiations, we can conclude that their result directly depends on the organization of the process itself. Simply put, if participants do not know what is happening now and what needs to be done, business relations can be called strained and ineffective. And since the business is based entirely on the negotiation process, it is absolutely necessary to know the stages of business communication and to be able to behave on each of them. Preparation for the meeting In fact, this stage is "zero", or preparatory. Still, the art of business communication is not inherent in every person, therefore, it is almost impossible to be natural and effective in negotiations "from scratch". You will need to draw up a plan based on the specific goals of the meeting and includes several ways to solve the problem, analyzing the position of the negotiating partner, choosing the optimal communication strategy and overall forecasting the outcome of the conversation. At the same point, it is necessary to determine the organizational aspects - to appoint the time and place of the meeting. Establishing a contact With this begins any communication, including business. The outcome of the negotiations depends to a large extent on how well the partners are contacted, and if there is a hitch at this stage, it will most likely not give the meeting an effective outcome. First of all, your task is to demonstrate goodwill and motivation for communication. Its implementation is facilitated by a soft smile, a polite greeting and a pause, giving the interlocutor the opportunity to engage in a conversation. Do not start communication if the person is currently busy, for example, by telephone. Orientation in a situation Orientation in a situation is necessary in order to determine the tactics of negotiating and to strengthen the interest of a partner to them. By the way, this can be fostered by an appropriate joke - it's a pity that they do not always come to mind on time. It is also necessary to distribute roles that you will "play" in the negotiation process. For example, one of you may be a "timid student", and someone - a "wise teacher", or you both will be "in the shoes" of two experts. In order to speed up the process, adjust to the interlocutor, mirroring his posture, plasticity, tone of voice, facial expressions and gestures. After five to seven minutes, you can already most "dictate" the conditions - to remain in the position "on an equal footing" or with the entire non-verbal demonstration of a higher or lower position. Discussion of the problem During this stage, it is worthwhile to be ready for the manifestation of a very important regularity: we tend to psychologically distance ourselves from a partner with an opposite point of view and draw closer to a person similar to us. That is why during the discussion it is necessary to focus on the similarity, not on the differences - if, of course, you want to achieve a positive result. If the differences can not be ironed out, then try to talk about them from an impersonal and non-price position. And do not forget to work out the criteria for an optimal solution, that is, to compile a complete description of how it should be. Now a little more detail about what phases of business communication can be distinguished within this stage:
- Argumenting his position. Speaking of the problem, be firm - do not concede in the essence of the matter, but with the interlocutor behave softly and benevolently. Bring the most convincing arguments in favor of your vision of the situation, trying to talk about what is interesting for your partner.
- Counterargument. Of course, you will argue - otherwise no negotiations would be unnecessary. Your task is to convince your partner that you are right. Do not use categorical judgments, because they work against you. Better try to understand the interlocutor - what would you like and how would you react if you were in his place. Based on this, it will be easier for you to pick up counterarguments.
- Search for the optimal solution. When understanding is achieved, moving on becomes much easier. Now you only need to find mutual benefit. Give the other party the opportunity to bet on the result - there will be a feeling that they have reached their goal. And you, in turn, calmly control their participation in the process of achieving the result. If your solution is obviously stronger than the partner, then give him the opportunity to save face - politely consider his proposal and explain why the idea needs improvement and better to take yours.
Decision-making and fixing arrangementsRemember, you formulated the optimal solution criteria? Now it's time to put them on the final version. If it satisfies all or most of the criteria, then we can proceed to an agreement. Describe in detail, what actions each side should take. Getting out of contact It's little known that the end of communication is almost as important as its beginning. The last impression greatly affects the image of the interlocutor in general and your future business relations with him in particular. Therefore, be as welcoming as at the beginning of the talks.
Manipulation in business communication
Unfortunately, not all participants of the businesscommunication is observed etiquette - some behave psychologically coarse. Manipulations in business communication are used quite often. How do they differ from other ways of interaction? This is always a hidden effect on a person, as a result of which the "aggressor" gets a one-sided benefit, causing significant harm to his "victim." It always "plays" on the weaknesses of another person and leads to some action, a beneficial manipulator. Agree, our communication is filled with such communications. What are their options most often used by business partners? For example, the technique "guess yourself." This is a situation where the leader gives the subordinate the task, without revealing some of the information about him. Naturally, the latter begins to act "from the lantern", making mistakes, for which subsequently is responsible. The leader can say that he wanted to give the subordinate freedom of action, but in fact he just does not know all the details himself and does not want to be responsible for this. Sometimes managers do not want to think about selecting a performer for a task, and they make the choice as follows: the chief goes into the corridor, catches the first employee who comes to him and imposes on him the "implementation of an exciting project." Well, or boring and tedious, but compulsory work. It may seem that in this way he wants to show his subordinates his trust and loyalty, but in reality this is a consequence of the unwillingness to spend psychological and physical resources on the selection process. Which, by the way, is quite often found in our culture. Another option of persuading an employee to perform a complex, boring or unpromising task is to show which boss is "white and fluffy". The subordinate is called to the leader, who from the spot into the quarry offers him to do a great job, including a bunch of aspects. Naturally, that it causes a shock and complete reluctance to do something like that. Then the leader, demonstrating his tractability and ability to get into the position, says: "Okay, the last two points you can not do." And the joyful employee runs to his office, trying to quickly take up new work. It seems to him that he very skillfully wriggled out. It's interesting, but this method is often used by leaders unconsciously - that is, they really believe in their own kindness. It happens that manipulation slips almost to frank humiliation. You have successfully completed the project, made a brilliant report on it and handed it all over to the boss. It would seem that he should do? Rejoice and praise you. But it was not there! He finds in your work a few minor errors and begins to "cough" you in full. There are several motives hidden here. First, so you do not have to pay extra materially or psychologically - praise. Secondly, perhaps you can still "squeeze" and make to improve their work. Well, in the third, this can be a banal manifestation of ordinary irritation. Feelings of guilt and debt are also often exploited by fellow soldiers. There is no man who never was wrong. And at the moment when they want to force him to do what he does not want to do at all, these flaws begin to "float up". For example, a colleague asks you to replace it, reminding you of how late you were to work. Or the boss, who wants to "hang" some ungrateful work on you, remembers your "numerous" mistakes. But not only the bosses like to "muddy the water." Subordinates too often display miracles of resourcefulness and manipulative behavior. For example, the technique is "yes, but ...". The boss calls the subordinate with the desire to give him some task. The latter listens to him attentively and says: "Everything, of course, is good, and I could do it, but ..." and then any excuse is voiced. The boss can parry her, but then another substitute will come to replace him. And so on ad infinitum. Among the conflicting parties, the courtroom technique is very common. Have you ever seen people quarrel? Often, in their conflict, everyone is drawn in with a message "well, judge us at last!". Naturally, this is impossible, since not everyone is a born peacemaker, but a solution that supports one side is always rejected by another. So inside such actions lies the desire to free oneself of responsibility, although a deep interest in the soon termination of the quarrel is demonstrated. Protecting from manipulation is much easier than using them. It is enough to demonstrate to the aggressor that he is caught red-handed. It will also be useful to understand the moments on which the manipulator is pressing, and to clarify its true motives: "What do you really want from me? Why me?". As a rule, after this the aggressor is eliminated by itself. If he is not so bad, then you can offer him any compromise solution, which would satisfy him, and you would not be greatly exerted. The art of business communication exists for a reason. Still, in these circles, the reputation of a person is very important, and if he behaves impolite and unethical, then what can there be? Therefore, whenever possible, try to observe the etiquette of business communication and treat people as you would like them to treat you. We advise you to read: