Forms and genres of oral business communication. III

“We have only four methods of contact with people.

They judge by what we do

how we look, what we say and how we say it.

D. Carnegie

Business communication is always pragmatic, subordinated to the solution of any problem (personal, industrial, commercial). Therefore one of conditions for success in any form business communication - the ability to behave in society, the ability to present oneself, the correct persuasive speech, i.e. business communication requires knowledge of the rules of etiquette and speech formulas used in conversation, at a meeting, negotiations and in other speech situations.

Having met a new person, you need to pay attention to him for a few minutes. To keep the conversation going, ask questions. Do not correct mistakes or accent of the interlocutor. Always be polite, correct, restrained and friendly. Keep your promises and don't be late.

In business communication great importance has the ability to sit down correctly or seat a client, partner in a conversation, negotiation or meeting. There are 4 positions:

corner arrangement suitable for a friendly conversation, a boss-subordinate situation, where the corner plays the role of a barrier;

cooperative behavior – joint action when partners at the table sit side by side;

competing - defensive position, subordination, equivalent positions in negotiations when delegations sit opposite each other;

independent position, when a diagonal position is chosen, opposite to the others, indicating one's own point of view, unwillingness to make contact.

The choice of a table, whether it is rectangular or round, also determines the positions and status of the participants, creates an atmosphere of subordination or, on the contrary, informality (for example, oval-shaped tables in government offices of different countries and international organizations, rectangular tables at which government members sit at meetings are maintained negotiation). Also, by the location of those sitting in the room at the table, you can understand who the leader is, determine the social status. So, the leader always sits facing the door. The first persons sit on both hands from him, then according to rank. If the table is round, they are seated clockwise alphabetically with the participation of three or more parties. At an informal meeting of the two parties, they sit around a coffee table, the head of the delegation of guests sits on a sofa or in an armchair to the right of the owner.

In practice, there are different forms of business communication:

conversation,

negotiation,

meetings,

presentations,

telephone conversations,

briefings.

In modern business communicationunder business conversation understand verbal communication between interlocutors who have the necessary authority from their organizations to establish business relations, resolve business problems; This is verbal communication, involving the exchange of opinions, points of view, the necessary information. The nature of a business conversation is determined by the professional and business interests of its participants, as well as the type of relationship - horizontal or vertical. Business conversations can be formal or informal, formal or non-formal.

According to the nature of the issues discussed, they are divided into:

for personnel – hiring, dismissal, relocation;

disciplinary - associated with duties, discipline;

organizational - associated with the execution of assignments and tasks;

creative - dedicated to the development of new concepts, ideas.

The conversation is based on three principles :

conscious adjustment to the level of the interlocutor, taking into account his personality, interests, experience;

rational organization of the conversation;

simplicity, consistency, normativity of the language (culture of speech).

Knowing the rules for conducting business conversations increases the interest of partners, facilitates decision-making, and ultimately increases the efficiency of the organization.

Important for a business conversation preparatory stage: the subject of the conversation, place, time, range of questions are determined in advance, documents, schemes, arguments are prepared, the expected result is discussed.

When preparing for an important business conversation, you need to set in advance (it is better to write down):

How will you start the conversation?

what will be the arguments

What kind of objections should be expected?

how to refute them

how to end a conversation.

A business conversation has five phases :

start of a conversation

transfer of information

argumentation,

refutation of the interlocutor's arguments,

decision-making.

Very important start a conversation , since the first phrases give an impression of a person. The first phrases decide whether the conversation will take place or not. The correct beginning provides for an indication of the purpose of the conversation, the name, the announcement of the sequence of issues under consideration, and the establishment of contact with the interlocutor. It is pleasant for the interlocutor if he is immediately called by name.

During a business conversation, it is better not to interrupt the interlocutor, you should not negatively evaluate his statements, emphasize the difference between yourself and your partner, sharply speed up the pace of the conversation; in addition, it is necessary to avoid intrusion into the “personal zone” of the partner and take into account the psychological state of the interlocutor.

At the beginning of the conversation, it is recommended to avoid manifestations of signs of uncertainty. It is better not to use the phrases: "Please excuse me if I interfered ...", "Please, if you have time to listen to me ...". It is also necessary to exclude disrespect for

to the interlocutor: "Let's talk with you quickly ...", "But I have a completely different opinion on this matter ...". You should not force the interlocutor to take a defensive position with the very first questions.

Exists four basic ways to start :

tension relief (compliment, joke, kind words),

clue (briefly state the situation using a comparison, personal impressions, some event),

stimulating the game of imagination (setting a lot of questions on a number of problems under consideration),

direct approach (going straight to the point without introduction).

The following phrases are used at the beginning of a conversation: Let's clarify the details", "Bring me up to date", "Do you have a specific proposal?". The beginning of a speech might look like this: "I highly appreciate the opportunity to meet with you and deeply appreciate the honor and trust placed in me."

The next step in the conversation is informing the interlocutor .

The transfer of information involves asking the interlocutor questions. Known truth: who asks the right question gets the right answer. Questions allow you to direct the process of information in the right direction, to intercept and retain the initiative, to show your awareness, to activate the interlocutor, to move from words to deeds.

Exist:

Closed questions that can be answered "yes" or "no". They narrow your opponent's room for maneuver. Closed questions are used when it is necessary to expedite the obtaining of consent;

open-ended questions that cannot be answered “yes” or “no” and require explanation, they begin with the words “what”, “how”, “why”, “what is your opinion”;

mirror questions (from the area of ​​what was said to the area of ​​what was not said);

rhetorical questions that are not answered directly, since the purpose of rhetorical questions is to raise new questions and point out unresolved problems;

Tipping questions keep the conversation going in the right direction. They are set in the case when there is already information on one problem and you want to switch to another, or when you feel the resistance of the interlocutor and are trying to overcome it;

Thinking questions force the interlocutor to reflect, think carefully, and comment on what is being said. Can be used:

information questions,

control (help to monitor the reaction),

orientation questions,

confirming

introductory,

counter,

alternative,

guides,

provocative,

introductory,

concluding.

In addition to question tactics, there is response tactics .

IN This is a fact from the life of Churchill. When he spoke in parliament, one Labor woman shouted to the whole hall: “Mr. me! You are insufferable. If I were your wife, I would put poison in your coffee.” He replied: "If you were my wife, then I would drink this poison with pleasure." There was an explosion of laughter, which helped

victory for the conservatives.

It is useful to remember the tactics of questions and the tactics of answers before answering the exam.

So, before answering, pause for at least 8 seconds.

Divide a difficult question into parts. Respond first to the one that is of interest.

If the question is difficult in content, then you need to ask to repeat the question, then you repeat it the way you understood it, ask for time to think, try to give a similar example from your own experience.

It is better not to answer provocative questions.

The more emotional the question, the shorter the answer should be.

Don't be led off topic.

If you were misunderstood when answering, admit your guilt by saying that you did not formulate your thought very well, and try to formulate your thought again.

The next phase of the conversation is argumentation . There are two constructions in the argument: evidence-based argumentation , when something is proven And counterargument , when something is disproved. In a conversation, it must be remembered that excessive persuasiveness causes resistance of the interlocutor.

If the interlocutor objects, it is necessary to listen to objections, not to rush to answer, to clarify the essence of the dispute. To emphasize your decision or desire to compromise, say: “I think that we will all win”, “Maybe we will consider other conditions?”, “This requires additional discussion.”

ABOUT very often during the discussion, the participants in the conversation ask incorrect questions ( trade secret, personal life, dignity). In such cases, you can apply the following tricks:

answer a question with a question

ignoring

translation to another topic

showing misunderstanding,

humor, irony.

There are 10 factors that contribute to the success of a business conversation: professionalism, clarity, visibility, constant focus, rhythm, repetition of basic provisions, element of surprise, richness of reasoning, framework for transmitting information, humor.

The final part of the conversation serves as her evaluation . It is important to separate it from other stages with the phrases: “Let's summarize”, “We have come to the end of the conversation”, etc. At the end of the conversation, her ideas should be formulated in an affirmative form. A written record of the conversation is compiled, which is already a document.

At present, it is becoming mandatory when applying for a job a type of conversation called interview. When preparing for it, you need to prepare in advance answers to the following, considered tricky questions: what kind of person are you, why are you looking for a job, how can you be useful to the company, what are your strengths, weak sides what, in your opinion, should be the boss, what are your achievements, what salary can you expect. It is necessary to remember: During the interview, no question is asked just like that.

Going to an interview, you need to prepare a notebook and a pen, a folder of necessary documents, practice at home to control your voice: you need to speak calmly, clearly, confidently, in short sentences, highlight the most significant. It would be nice to get as much information as possible about the intended place of work in advance.

In addition, carefully choose clothes, clean shoes, as 55% success depends on appearance person.

You need to confidently enter the office of the future employer, not forgetting about a smile. No need to lean close to the interlocutor, cross your arms over your chest. Better put your hands on the table. You can not smoke, call by the name of the interlocutor. All answers are thought out in advance. Speech should be lively, not overloaded with professional or street jargon.

IN During the conversation, information about yourself and others should be given with a plus sign. It is impossible to say: I am 18 years old and I have no work experience. I must say: “I am 18 years old, but I am an independent and serious person, I have a good theoretical base, I like

I like to work with programs ... ”We must strive to turn shortcomings into virtues; “Yes, I am very young, but I have a lot of energy for study and professional growth.” Try to answer truthfully while weighing the information. Do not forget to make unobtrusive compliments to the company where you came (team, environment, equipment).

In business communication, the rule of the heroes of A. Gaidar Chuk and Gek applies: “Mom will ask about the telegram - let's say. Don't ask..."

When interviewing, it is important that an image is formed: a professional, an optimist, an energetic, healthy, sociable person.

When leaving, be sure to thank for the attention and time spent on you and ask when and how to find out about the results of the interview.

Among the negative factors that hinder success in hiring are: lack of knowledge in the specialty, lack of interest in the company, expressed unwillingness to learn, unsatisfactory appearance, inability to express themselves, ignorance of etiquette, lack of a career plan, etc. (including low academic performance) while studying).

A type of business conversation is telephone conversation . It occupies a large and important place in a person's life. Up to 27% of working time is spent on telephone conversations. And if a person does not own the culture of telephone communication, then this significantly affects his authority. A telephone conversation is the fastest and easiest way to establish contact. Each conversation lasts on average from 3 to 5 minutes, i.e. it is required to have a short conversation, instantly reorganize, remember the absence of visual contact, remember that the voice and the manner of transmitting information are analyzed, and the possession of speech culture.

The structure of the telephone conversation is as follows :

mutual introductions (10-20 sec.),

bringing the interlocutor up to date (40 sec.),

discussion of the situation (100 sec.),

final word (20 sec.)

Need to talk on the phone politely, in a calm, even voice, without ambitions and emotions, without unnecessary pauses and parasitic words. Speech should be precise, short, understandable.

If the connection is interrupted, then the caller resumes it. Important information must be recorded. According to etiquette, the conversation ends with its initiator. But if the conversation dragged on, you can say the phrase: "I think we've figured out the basic details..." or "I was pleased to discuss all the details of our cooperation...".

Researchers say that a person makes a decision to continue the conversation in the first 4 seconds. Therefore, the beginning of a conversation on the phone is very important point. Experts advise: Before starting a conversation on the phone, you need to tune in kindly, smile.

At the main point of the telephone conversation, when the partner tries to end the conversation, you need to point to something of interest to him. It is necessary not only to interest the interlocutor, but also to successfully end the conversation, even if the goal has not been achieved: “Goodbye, I was glad to talk with you. I look forward to future meetings."

It is not recommended to call home before 9 a.m. and after 10 p.m. It is not customary to call home to strangers. If, nevertheless, circumstances force to do this, then in this case a recommendation or appeal to authority is necessary.

In addition to business conversations, widespread business meetings , those. generally accepted form of business communication of a group of people to discuss and resolve commercial or production issues.

The leader and participants of the meeting become communicators. Varieties of the meeting - conferences, congresses, meetings, seminars. All of them require the development and adoption of any decisions. A failed meeting can cause great material losses. That's why the meeting must be carefully planned.

Preparation includes:

definition of the topic of the meeting,

agenda setting,

choice of time, place,

determination of the composition of participants,

regulations,

leader training,

preparation of a report, report, draft decision.

The optimal number of meeting participants is 6-7 people. Its duration should not exceed 1.5-2 hours. The discussion of issues at the meeting is reflected in the protocol.

Exist two meeting styles:

democratic (diplomatic).

Diplomatic involves taking into account the opinions of all participants and making compromise decisions. The choice of style depends on the specific situation, and any of them can be effective.

Presentation (lat. presentation, presentation) is currently one of the most fashionable and frequently encountered types of communication. Presentations help to attract attention, gain fame, demonstrate initiative, express yourself, promote products or services to the market.

They are divided into external and internal, they are promotional and informational, public and chamber. The presentation usually takes 1.5-2 hours, the most convenient time is from 15:00 to 16:00. During the presentation, gifts can be given, films are shown. The presentation is characterized by:

strict regulation,

clear organization,

meticulous preparation,

rigid structuring of speeches.

IN business communication national styles are taken into account. For example, in negotiations with the American delegation, you need to clearly indicate who you are, what you are doing, why it is beneficial for them to do business with you. The English style is characterized by pragmatism, the ability to avoid sharp corners. The English have a ritual of communication. At first, for example, they talk about the weather, sports. They value moral qualities, friendly relations. When negotiating with German partners, we must remember that they love accuracy, regulation, and work out all the details. The Japanese side is trying to avoid confrontation. The more serious the issues under consideration, the more attention is paid to minor details. They pay a lot of attention to personal relationships and in every possible way demonstrate an understanding of what can be mistaken for consent. Chinese style is geared towards people with a higher status. They single out people who express sympathy to their side. They are usually the first to reveal their intentions.

So, the main thing in business communication is the ability to achieve results, taking into account mutual interest, using various techniques and methods. It is very important to take into account the speech tactics and speech culture of the interlocutors, to learn the art of business communication, it is also necessary to know the speech formulas used in conversation, negotiations and other types of communication.

References

Russian language and culture of speech: Course of lectures / G.K. Trofimova - M.: Flinta: Science, 2004 - 160s. (pp. 90 - 111).

Sidorova M.Yu. Russian language. Culture of speech: lecture notes / M.Yu. Sidorova, V.S. Saveliev. - 2nd ed. - M .: Iris-press, 2007 - 208 p. (pp. 162-170).

QUESTIONS for self-examination.

What are the conditions for successful business communication?

Are there national features of business communication?

What are the requirements for oral speech business man?

How to create a favorable psychological climate in business communication?

What types of business communication are the most difficult for you?

What new did you learn from the proposed material?

How practical advice are you going to follow?

Z
assignments for independent work.

Exercise 1. Imagine that you are the chairman of a charitable foundation. Write business communication rules for your subordinates.

Task 2. Find out from your relatives, friends, which geometric figure they prefer. Describe the personality typology of each of the respondents, based on the data of the American psychologist S. Dellinger.

Task 3. Make a detailed plan for the presentation of a new book. Formulate various types of questions to the author of the book.

Task 4. Formulate different types of questions. Which questions are more difficult to formulate? Why?

Such a characteristic as: the type of business paper, which briefly sets out the information necessary for the employer about who is applying for the proposed job, is inherent in the following genre of official business style:

autobiographies

summary

powers of attorney

statement

Such a characteristic as: a document with the help of which one person grants another the authority to take any action for him, is inherent in the following genre of official business style:

powers of attorney

statement

autobiographies

summary

Information that is superfluous in the autobiography when entering graduate school is information

about your ability to work

about the presence of a scientific supervisor

about education

about the availability of publications

The language formula is not used in the official invitation ...

Please take part in…

Welcome to our conference...

We invite you to take part in…

We are glad to invite you to…

The genre of the memorandum does NOT correspond to the language formula ...

I would like to inform you that…

I report to you that...

I inform you that…

I inform you that…

To express information about how a document is created, a standard language formula is used ...

In order to increase turnover

In connection with the completion of work on

According to customer's letter

I order the creation of a commission composed of

To express the reason for creating a document, a standard language formula is used ...

Due to delayed payment

In order to exchange experience, we send to your address

We are asking you to

We remind you that the agreement expires

To express the purpose of creating a document, a standard language formula is used ...

According to government decree

In connection with joint work

In order to resolve disputes

The organization informs you that

The language formula is NOT used as a heading to the text of the document ...

On the provision of material assistance to students from low-income families

On the extension of the session

Creation of the department as part of the Humanitarian Institute

On the introduction of new information technologies into the educational process

Text business letter Should NOT include

introduction and introduction

main part

conclusion

name of the document type

The sender's details do NOT include

name of company

mailing address

fax numbers

heading to text

In a business conversation, there is NO such stage as

transmission of information

provocation

argumentation

decision-making

When expressing approval, the speech construction is NOT used:

I share your point of view.

Your conditions suit us.

In a business conversation, a speech construction is used to express doubt or disagreement:

You will be happy with your decision.

We need to discuss the following questions.

We do not quite understand your claims.

Your conditions suit us.

To express a response to an apology in business communication, the speech formula is NOT used ...

It's OK

Everything is fine

I hope we understand each other

Well, what can you do!

Well-formed sentence:

I ask for a sabbatical to complete the work.

According to the schedule of the educational process, students will have an internship from October 10 to November 10.

The conference program and information on the dates of its holding will be sent additionally.

Wrong word combination

Rector of the University...

Deputy Dean of the Faculty...

Head of the Department of Physics...

Chief Accountant...

When a student contacts a teacher, the following language formula is unacceptable:

Greetings…

Hello!

Good morning!

Good afternoon

Not an appropriate way to express gratitude supervisor in a formal setting:

Dear Ivan Ivanovich! I express my sincere gratitude to you for your support.

Dear you are my Ivan Ivanovich! Thank you very much for the invaluable help that you have given me in writing my scientific work.

Let me express my sincere gratitude to you!

I want to say the kindest words of gratitude to my supervisor.

The appeal is not appropriate in official speech:

Lord bankers!

Lord Entrepreneurs!

Gentlemen unemployed!

Mr Governor!

Business negotiations are one of the most common forms of communication.

“Business negotiations are a meeting, the purpose of which, first of all, is to discuss a problem of interest with a partner and find a mutually acceptable solution.”

In England they obey their own laws. If you know them and learn how to use them, then you can count on success. The negotiation process includes several stages:

Preparation for negotiations;

Negotiation;

Analysis of results.

“The British do not pay much attention to the thorough preparation of the negotiation process. They approach any problem with a fair amount of pragmatism, believing that, depending on the position of the partner, it will be possible to find the optimal solution directly during the negotiations. At the same time, they are unshakable in everything related to compliance with the accepted rules, and even more so laws. They have a highly developed sense of justice, so they profess to believe in fair play when doing business. The European opinion about the treachery of the British (“treacherous Albion”) is as little true as the famous “London fogs”.

By tradition, the Englishman is reserved in his judgments, avoids categorical statements, diligently bypasses any personal moments in the conversation, that is, what can be regarded as an invasion of someone else's privacy.

The inherent ability of the British to listen patiently to a partner, without objecting to him, does not always mean consent. In the course of negotiations, verbosity, unnecessary talk can only harm the cause.

Punctuality in the UK is a strict rule. Shaking hands is accepted only at the first meeting.

“During a break in business negotiations, partners are often offered a standard English breakfast or lunch; Please note that you should refrain from smoking before serving coffee. The British love beer, and from hard drinks - gin, whiskey. . At the end of the working day, it is not customary to talk about business.

“In business negotiations, the British at first behave somewhat formally, addressing by name only after the first two or three meetings, then very informally: they take off their jacket, roll up their sleeves, address by name - and continue to behave like that.

Humor plays an important role in business negotiations in the UK and you would be wise to stock up on jokes and anecdotes. He who knows a lot of anecdotes can show his talent to the fullest.”

British businessmen try to show in negotiations that they are guided by prudence, compromise and common sense. It can be seen, however, that the British, even in the absence of disagreements, rarely make the final decision at the first meeting. They don't like to rush. The British rarely openly express their disagreement with the proposals of the opposite side. They always agree whenever possible, but weaken their agreement - "Hmm, that's a very interesting idea."

Using charm, vagueness and restraint in statements, humor and obvious prudence, the British can laugh in negotiations, but remain rather tough for a long time.

At the first meeting, it is customary to shake hands; at further meetings, a verbal greeting is enough. It is not customary to kiss the hand of women, to make public compliments. In general, physical contact with them should be minimal.

When dealing with the British, it is necessary to keep in mind the prevailing rule in this country: "Respect the formalities." Under no circumstances should you address anyone by name unless that person has given permission. People should be addressed formally - Mister, Mrs., Miss. It is important to understand ranks and titles, but you cannot award titles to yourself. For example, Professor Michael Stone will call himself: "I am Michael Stone", while the other person should address him: "Professor Stone."

"A business conversation is a meeting involving the exchange of opinions, information and proposals."

The ability to conduct a conversation is one of the components of success in business communication. And in order to be known as a speaker, you need to know speech etiquette. This is an extremely useful and convenient mechanism that regulates business communication. The reputation of the organization largely depends on how its employees are cultured and correct in their behavior.

“In a business conversation, you must be able to answer any question, but with the observance of the measure. For example, the question "How are you?". In business communication, it is often asked to greet a person, and only an ignorant person will begin to seriously answer, such questions are also considered impolite. Business etiquette dictates that you respond something like, "Thanks, it's okay."

The most important rules of speech behavior include the appropriate use of YOU - YOU forms. Their choice is determined by the relation social statuses interlocutors, the degree of their acquaintance, the nature of the relationship, the formality - the informality of the situation and other factors. Business etiquette recommends using YOU - an appeal in a formal setting, even with well-known people.

Speech etiquette involves the knowledge and use of phrases that are pleasant for the interlocutor. These are speech signs of stroking and location. Stroking includes, for example:

Greetings;

Good luck to you;

Best wishes;

I wish you good luck and others.

Location signs are also widely used:

No problem;

“A business conversation, as a rule, consists of the following stages: familiarization with decisive question and his presentation; clarification of the factors influencing the choice of solution; choice of solution; making a decision and bringing it to the interlocutor. The key to the success of a business conversation is the competence, tact and goodwill of its participants. An important element of a business conversation is the ability to listen to the interlocutor. There are certain general rules that it is advisable to follow when conducting conversations in a business setting. Among them, the most important ones can be noted: you need to speak in such a way that each participant in the conversation has the opportunity to easily enter into a conversation and express their opinion. It is unacceptable to attack with vehemence and impatience at someone else's point of view. When expressing your opinion, you cannot defend it by getting excited and raising your voice: calmness and firmness in intonations act more convincingly. Elegance in conversation is achieved through clarity, accuracy and conciseness of the arguments and considerations expressed.

The successful conduct of business conversations and negotiations largely depends on the compliance of partners with such ethical standards and principles such as accuracy, correctness and tact, the ability to listen (attention to the opinions of others), specificity.

Almost all Britons, and not only them, take part in several meetings during the year, and many from time to time conduct them themselves or take a seat on the presidium. Although the circumstances in which the meetings take place differ from each other, nevertheless they have some similarities, with regard to which I would like to give a few useful tips. "There are a number general rules holding any meetings, regardless of the reasons for which they are convened; if these rules are followed, meetings run smoothly, benefit everyone present, and end on time.”

It is necessary to prepare an agenda in advance and try to strictly adhere to it. Notify the meeting participants in advance of the reason for its convening and not be distracted from the intended topic. Set a start and end time for the meeting. Start and finish on time. “It is not at all necessary to resort to draconian measures, but it is necessary to ensure that those wishing to speak take turns speaking, and other participants in the meeting do not interrupt them.”

It is up to the invitees to think about not being late for the meeting, and the organizers are not at all obliged to wait until all the participants have gathered. Waiting for latecomers does not give pleasure to those who arrived at the appointed time, and they are "punished" for their courtesy and observance. professional ethics considered highly disrespectful.

“Telephone means of communication have become firmly established in our life and, above all, in business area. Telephone communication is one of the most important elements of business communication. Talking on the phone is an art that a business person should possess. One phone call can do more than a few representative conversations. It is very important to communicate correctly on the phone using this effective remedy people connections. In the absence of visual contact, it is impossible to evaluate clothes, appearance and facial expression. Therefore, you can use the following tricks: voice intonation (it can be used to determine what mood the interlocutor is in), increased or weakened noise background (it will tell you about the interlocutor’s working environment), by how quickly the person picked up the phone (you can judge how busy he is and to what extent he is interested in being called). A telephone conversation is often the beginning of a business relationship.”

The telephone serves as an effective means of transmitting information of official importance when personal meetings are impossible.

Unlike writing, oral speech has a number of features. It is characterized by incompleteness of phrases, the presence of replicas, many intonations, the use of pauses. The interlocutor at certain intervals must confirm that the information is perceived. A telephone conversation should not turn into a monologue. If you want to know if you have been understood correctly, pause.

It is necessary to monitor intonation, pronunciation, loudness, to select words more accurately. You need to be more concise, polite and friendly. Speak clearly, in a calm voice, do not shout. If you have a high voice, use the lowest part of your register. The phone distorts the voice and this must be taken into account. It is necessary to speak kindly, avoid a dry and imperious tone. Smile more often, the interlocutor does not see this, but feels it. Know that a smile can be heard over the phone. It is necessary to avoid monotony, change the intonation and pace of the conversation. Don't speak too fast or too slow, try to match the pace of the conversation. Avoid jargon. If the interlocutor does not understand you, you should not get annoyed, do not repeat what was said in the same words, but find new ones.

“The acoustic feature of a telephone conversation is the mirror effect: if they speak softly at one end of the wire, then they will also answer in an undertone, and if it is loud, then the answer will be given in a raised tone. Because the speakers have the impression that they are hard to hear.

When conducting business negotiations foreign language on the phone, the greatest difficulty is the lack of live communication with a real interlocutor. Because of this, there are problems in understanding, excitement, difficulty in expressing one's own thoughts. Also a big problem is high speed with which native speakers speak.

“How to make the interlocutor speak more slowly and more clearly? Just politely ask the other person to speak more slowly. When you receive important information, write down the address or phone number. If you don’t understand something, you don’t have time to write it down, then you need to repeat each phrase aloud after the speaker. If something remains unclear to you, do not say that you understand everything. If the interlocutor continues to speak quickly, you should try to switch to your native language. A few quick phrases in an unfamiliar language will remind him. How difficult is it for you to communicate? Perhaps in this case he will try to help you.

Here are some phrases that will help you politely ask the other person to speak more slowly or to ask questions that you don't understand:

Could you please repeat that more slowly?

Could you say that again please?

Could you speak more slowly?

Sorry, I didn't quite catch that\what you said about…

Sorry. I didn't quite understand what\what you said about…

Using the phone, either we call or they call us. If they call us, then it is necessary to remember that the beginning of the conversation determines its course and completion. You need to answer in detail, but briefly, avoiding a monotonous enumeration. At the end of the phone call:

Thank the subscriber for the call;

Speak in such a way that the caller has a pleasant feeling.

It should be remembered that the subscriber hangs up first, firstly, this is the norm of courtesy, and secondly, you give him the opportunity to add something.

Conclusion: thus studying this topic, we can characterize business communication as a kind speech activity in its oral and written form, as well as highlight the main genres of oral business communication.

business style- is a collection language tools, whose function is to serve the sphere of official business relations that arise between state bodies, between organizations or within them, between organizations and individuals in the course of their production, economic, legal activities.

The official business style is assigned to the sphere of social and legal relations that are implemented in lawmaking, in the economy, in managerial and diplomatic activities. It is used in the preparation of documents of various genres: international treaties, state acts, legal laws, regulations, charters, instructions, official correspondence, business papers.

1. business conversation- a specially organized substantive conversation that serves to solve managerial tasks. Unlike business negotiations, which are much more rigidly structured and, as a rule, are conducted between representatives different organizations(or divisions of one organization), a business conversation, although it always has a specific subject, more

personality-oriented and often occurs between representatives of the same organization. A business conversation always has a predetermined range of issues to be discussed.

Types of business conversation:

personnel;

Disciplinary;

problematic;

Organizational;

Creative;

Reception of visitors.

Goals and objectives of a business conversation:

Render the right influence on the interlocutor and thereby create a new business situation;

Obtain the necessary information, as well as opinions on certain issues, on the basis of which the further management firm/further policy.

Business conversation rules:

It is worth starting a conversation with establishing a friendly contact with the interlocutor;

You should tune in to the professional level of the interlocutor, his life and work experience, interests, features of his thinking and speech;

The conversation process should be rationally organized, which includes a summary of information;

It is obligatory to justify your point of view;

The achievement of an agreement is confirmed by a brief repetition of the meaning of this agreement. If an agreement is not reached, the conclusion of the conversation should still be polite;

The language of conversation should be simple and intelligible.

Business Etiquette prescribes strict compliance when negotiating rules

country's behavior- business partner. Americans, emphasizing their location, slap you on the shoulder in a friendly way and willingly accept the same gesture from you,

patting a Japanese on the shoulder, or trying to give a Chinese or Vietnamese a friendly hug, can ruin your deal.

Business etiquette requires special behavior in dealing with customers. If there are many clients

they usually try to serve women and the elderly first.

It is also important to follow certain rules regarding clothing and appearance.

The costume must be appropriate for the place and time. If negotiations with partners are scheduled for

daytime, a light-colored suit will do. Pants and jacket can be different

colors. But if negotiations are going on in the evening, the suit should be dark, the shirt -

necessarily fresh, ironed, tie - not flashy, boots - cleaned.

For a trip abroad, it is enough to have three sets of clothes: dark and light

suits, a decent jacket and a sweater for walking. If your itinerary

passes through the countries of the East, then remember that women should not wear trousers,

they should not appear on the street, in in public places without stockings or pantyhose

(especially in Muslim countries), and men in bright ties.

Business conversation on the phone- contact in time, but distant in space and mediated by special technical means interlocutor communication. Accordingly, the lack of visual contact increases the load on the oral-speech means of interaction of communication partners; it is the fastest business contact and a special skill. The ability of business people to conduct telephone communication affects their personal authority and the reputation of the company, organization they represent.

This is the fastest business contact. About 60% of conversations on the office phone occur in the first half of the day. In this regard, not only the ability to conduct a short conversation is required, but also to instantly reorganize, mobilely responding to different partners and different topics.

Plan a short telephone conversation.

o mutual representation - 20±5 seconds;

o bringing the interlocutor up to date - 40 ± 5 seconds;

o discussion of the situation, problems - 100±5 seconds;

o final summary - 20±5 seconds.

The skill of concise interviewing is acquired over time, as it is repeated.

strict conversations.

Documentation. In addition to the plan, the participant in the telephone conversation must know what

he will need documents for the conversation (client file, report, acts,

correspondence, etc.).

Conversation Recording: if necessary, prepare everything for recording information.

Behavior during a conversation.

You should pick up the phone and introduce yourself. Speak into the phone, pronounce words clearly. Find out if the interlocutor has time to talk (if not, ask permission to call back, specifying when). Set a positive tone. Try not to directly object to the interlocutor, listen to him without interrupting. Avoid monotony by periodically changing topics and intonation of the conversation. Do not use primitive expressions in speech. Use pause effectively. If the interlocutor does not understand something, you must patiently explain what was said. And at the end of the conversation clarify its (conversation) perspective.

You can not turn a telephone conversation into an interrogation, ask questions like "Who am I with

talking?" You need to monitor your diction, do not pinch the microphone with your hand when

convey something from the conversation to those who are nearby - your comments can

hear your partner talking to you on the phone. In the case of a complaint, do not tell your partner that this is not your fault, that you are not doing this and that you are not interested in it.

So, mastering the culture of telephone conversation is:

§ Dial a phone number only when you are sure that it is correct.

§ carefully prepare for business telephone conversation for maximum brevity.

§ Before particularly responsible telephone conversations, the necessary records are made on

§ piece of paper.

§ If there is a long conversation ahead, the interlocutor is asked if he has

§ sufficient time and, if not, the conversation is transferred to another, agreed

§ day and hour.

§ Once you are connected by phone to the desired institution, you should introduce yourself and

§ introduce your company.

§ If you "got in the wrong place", you should apologize, and do not hang up silently.

§ An erroneous call is supposed to be answered politely: "You have the wrong number" - and

§ put the phone down.

§ Working on important document, it is better to turn off the phone or switch it to

§ secretary.

§ In business telephone conversations, it is required to "keep oneself in hand", even if before that there were reasons for displeasure.

§ When answering a phone call, give your last name.

§ During a long monologue of the interlocutor on the phone, from time to time it is better to confirm your attention with brief remarks.

§ Concluding business conversation by phone, you need to thank the interlocutor and wish him success.

§ If the colleague being asked on the phone is not available, you should ask what he

§ pass, and leave a note on his desk.

§ If the phone rings during a conversation with a visitor, you need to ask to call back later.

§ In the presence of employees, it is better to speak on the phone in an undertone.

§ If the interlocutor is hard to hear, it is supposed to ask to speak louder or call back.

§ Speak slowly, calmly, loudly enough and clearly. The less time in

§ at your disposal, the less you can afford to delve into explanations;

§ use short sentences; pause periodically to allow

§ to the interlocutor to think over what was said; speak in the voice of a mature person, do not be frivolous;

§ stay calm; smile during a conversation, then the voice becomes more

§ Pleasant.

The foundation for a successful business call

Competence,

Tact,

benevolence,

Proficiency in conversational techniques

The desire to quickly and effectively solve the problem or provide assistance in solving it.

Skillful manifestation of expression

In During the conversation, you need to be able to interest the interlocutor in your business. Here to you

the correct use of methods of suggestion and persuasion will help. Voice, tone, timbre, intonation.If your interlocutor shows a tendency to argue, expresses unfair reproaches in a sharp form, self-conceit sounds in his tone, then be patient and do not answer him in the same way. Translate the conversation to a calm tone, partially admit that he is right, try to understand the motives of his behavior. Try to be brief and clear in your arguments.

In a telephone conversation, it is also better not to use specific, professional expressions that may be incomprehensible to the interlocutor.

Fast or slow pronunciation of words makes it difficult to understand. Especially

watch the pronunciation of numbers, proper names, consonants. If in conversation

there are names of cities, towns, proper names, surnames, etc., which

are poorly perceived by ear, they need to be pronounced in syllables or even transmitted

by letter.

A number of replicas to correct communication. For example:

How can you hear me?

Would you please repeat that... ?

Sorry, it's very hard to hear.

I'm sorry, I didn't hear what you said, etc.

TO a telephone conversation must be carefully prepared: pick up all the materials, documents in advance, have at hand the necessary phone numbers, addresses of organizations or the right people, a calendar, a pen, paper, etc.

Make a plan of the conversation, write down the questions you want to solve or information

(data) that you want to receive, consider the order in which the questions are asked.

Using standard phrases, try to separate one question from another. For example:

So, we agreed on this issue?!

The conversation on each topic should end with a question that requires an unambiguous

2. Public speaking- This is one of the types of oral business communication.

Depending on the content, purpose, method of proclamation and circumstances of communication, the main genres are distinguished. public speaking:

1) socio-political speeches, (lectures on socio-political topics, speeches at rallies, elections, reporting reports, political reviews.

2) academic speeches (scientific reports, educational lectures, scientific discussion.

3) speeches on the occasion of solemn meetings (anniversary speeches, congratulations, toasts.

Each of the listed types has a corresponding purpose, i.e. has a specific goal - to inform, convince or create mood in the appropriate audience.

3. Press conference- this is a meeting of officials (leaders, politicians, government officials, public relations specialists, businessmen, etc.) with representatives of the press, television, radio in order to inform the public on topical issues. It is a common and effective means of providing information to the press.

4. business dispute as a type of communication is widely used when discussing disagreements, in a situation of lack of consensus on the issue under discussion; speech confrontation, in which each of the parties defends its innocence.

Discussion- concentrated dispute-research or dispute for the purpose of compromise in the presence of the public.

A dispute as a type of business communication has the following characteristics:

the dispute involves the presence of at least two subjects, one of which is more appropriate to call proponent, and the other - opponent;

the parties to the dispute have the same rights in the process of exchanging views, according to the degree of activity, types and forms of direct and feedback together;

the subject of the dispute is a provision on which each of the parties has its own opinion, called position or thesis;

the positions of the parties contradict each other and most often have an openly negative character;

a dispute as a type of business communication is not regulated either in procedural, spatial or temporal terms.

5. Business meeting - a form of organized, purposeful interaction between the leader and the team through the exchange of opinions. This is a kind of forum for developing key decisions and a way to coordinate the activity of people and Departments.

IN business meeting 7 - 9, maximum 12 people can participate, more participants may reduce work efficiency. The topic of discussion should be predetermined so that participants can professionally prepare, think through their proposals, even prepare relevant reports.

6. Negotiation - communication between the parties to achieve their goals, in which each of the parties has equal opportunity in situation control and decision making. In a narrow sense, it is considered as one of the methods of alternative dispute resolution. In a broader sense, negotiations are communication between people or social groups . In the process of communication between the participants of communication, there is an exchange of various kinds of information.

The main functions of negotiations:

ü Search joint decision Problems;

ü Information function;

ü Communicative function;

ü Regulatory function;

ü Propaganda function;

ü Solution of own domestic and foreign policy tasks.

A telephone message is a generalized name for documents of different content, allocated to a separate category in connection with a special way of transmitting text ( transmitted orally over telephone channels and written down by hand).

Typically, telephone messages are used for urgent notifications about meetings, meetings, meetings, sudden events, cancellation of previously scheduled events, etc. cases where the transmitted message must be documented.

A telephone message is drawn up in one copy. Telephone details:
name of the institution - the author of the document "position, surname of the employee" who transmitted the telephone message, his telephone number, name of the recipient organization, position and surname of the employee who received the telephone message, his telephone number, date and number of the telephone message, text (not exceeding 50 words), position name the person who signed the document, his personal signature, surname and initials.

When compiling telephone messages, the following recommendations should be followed: the text should not contain complex logical phrases, difficult to pronounce and rarely spoken words; information should be short and urgent.

When transmitting a telephone message, it is necessary to check the correctness of the recording by re-reading; words that are poorly perceived by ear must be transmitted by breaking them into letters. If a telephone message is sent to several addresses, then a mailing list is compiled for it, indicating the phone numbers.

The employee who received the telephone message is obliged to familiarize everyone with its contents. officials to which the received information was intended.

Fax

Fax

For success in communication, it is very important to take into account the interests, values ​​​​of the addressee, his expectations and goals, as well as the scope of communication. This principle is especially important in business communication, which serves the official business style.

Everyone knows the tale of two bear cubs who shared the found cheese. They did not trust each other and asked the fox to share the cheese. As a result, the fox ate all the cheese, and the cubs got nothing. Also instructive is the story of two sisters who had only one orange. They cut him in half. At the same time, it turned out that

one of the sisters needed the rind, and the other needed the juice. Each of them would receive twice as much if they took into account the interests of each other.

Business communication requires the strict use of speech structures, the standard, the use of jargon and dialect words, vernacular, etc. is not allowed. Business communication involves the possession of a professional language, knowledge of the terms inherent in a particular area of ​​communication (legal, diplomatic, managerial).

A specific feature of business communication is its regulation , those. subordination established rules and restrictions. There are so-called written And unwritten behavior rules. Regulation (protocol) requires compliance with the rules business etiquette, which reflects the accumulated experience, moral attitudes of certain social groups and people of different nationalities. The protocol prescribes how to behave in a business setting, at a meeting, negotiations, as well as how to dress, what to give, how to conduct business correspondence and much more. A very important place is given to speech etiquette . At present, a whole system of speech formulas has been created for each speech situation.

The regulation of business communication also means its limited time frame. Business meetings have strict regulations: it is necessary to outline in advance the range of issues to be discussed and to carefully prepare for the meeting.

Equally important is the creation of a favorable psychological climate . For this it is recommended:

¯ Greet the interlocutor with a sincere smile, a friendly look, address him by his first name or patronymic, or using the addresses adopted in a particular country.

¯ Show your desire to understand the position of the interlocutor, focus on the result expected by the interlocutor.

¯ Try to identify the positive qualities of the interlocutor.

¯ Consider the emotional state of the interlocutor.

¯ Emphasize equality of positions, behave calmly and confidently.

¯ Emotionally support the conversation.

¯ Express sincere approval (all people love to be praised, talk about their merits).

¯ Say compliments. Any business conversation, commercial negotiations can be started with them. The more compliments a person makes, the more he gets them.

An important feature of business communication is the strict observance by its participants of the role role: boss - subordinate, partners, colleagues, etc.

According to psychologists, each of us in communication represents one or another type. Depending on the role in communication, type of character distinguish different groups. Currently, entire systems have been created for determining the type of personality based on various signs.

TO general principles that ensure the success of communication are principle of cooperation And courtesy principle.

The principle of cooperation indicates the need for interlocutors to treat communication as cooperation, to make a conscientious contribution to it. The principle of cooperation consists of several Maksim, those. rules:

Ø maxim of quantity: information should be exactly as much as required;

Ø maxim of quality: the information must be true;

Ø maxim of relevance: information should be relevant to the topic of conversation;

Ø maxim of mode of expression: information should not be ambiguous,

Principle of politeness includes the following maxims:

Ø tact maxim: you should respect the boundaries of the interlocutor's personal sphere;

Ø maxim of generosity: it is necessary not to burden the interlocutor, not to bind him with promises;

Ø maxim of approval: try to praise the interlocutor more, be positive in assessments;

Ø maxim of modesty: it is necessary to tactfully refuse praises addressed to you;

Ø maxim of consent: you should not stand in opposition to the interlocutor without good reason;

Ø maxim of sympathy: it is necessary to express sympathy for the interlocutor, to be benevolent.

In addition to the principles of cooperation and courtesy, it is useful to know the basic communication tactics. These include:

Ø understanding communication- focused on understanding the interlocutor and showing respect for his personality;

Ø belittling communication- focused on understanding the interlocutor, but contains reactions of inappropriate belittling of feelings, aspirations and goals, unjustified concessions to the interlocutor;

Ø directive communication- focused on providing a direct psychological impact on a person to achieve their goals;

Ø defensively-aggressive communication e- focused on providing a direct psychological impact on the interlocutor to achieve their goals, with the humiliation of his self-esteem.

Business communication can be:

• necessary (when, without interpersonal contacts, the implementation joint activities impossible),
• desirable (certain contacts contribute to a more successful implementation of tasks),
• neutral
• undesirable (makes it difficult to achieve the goal).

So, the American psychologist Everetg Shostrom believes that a manipulator sits in every person. It distinguishes the following types:

H dictator (dominates, orders, governs),

H victim of a dictator (obeys orders),

H calculator (deceives, lies, tries to outwit),

H stuck (craves to be the subject of worries, makes you do everything for yourself),

H hooligan (exaggerates aggressiveness, manages with the help of threats),

H nice guy (kills with kindness, moralist),

H judge (does not trust anyone, is critical),

H protector (cares for others by overemphasizing it).

There are 4 types of people in business communication:

§ active – plays the role of a person full of strength;

§ passive - pretends to be stupid and helpless ("Kazan orphan");

§ competing – fighter in the tournament;

§ indifferent – plays a role, knocking out concessions.

The so-called psycho-geometric approach to personality typology, which was substantiated by the American psychologist S. Dellinger, is also curious. This approach is based on what kind of geometric figure a person prefers.

For example, "square"loves to work, loves stability and order, lives according to a plan. His speech is logical, consistent, detailed, monotonous, with clichés and terms.

"Triangles- leader, energetic, decisive, pragmatic, ambitious, non-self-critical, detonator of interpersonal relationships. Speech is logical, clear, focused on the essence of the matter, fast.

"Rectangle» dissatisfied with himself, inconsistent, tends to be supportive. Speech - inconsistent, emotional, unclear.

"Circle"seeks harmony in relationships, benevolent, seeks to empathize, tries to please everyone, often indecisive. Speech often deviates from main topic, smooth, emotional.

"Zigzag"likes to sharpen the conflict, witty, strives for independence, feels the mood of people, unrestrained, expressive, does not bring the matter to the end. Speech - inconsistent, associative, bright.

Successful business interaction is determined by how the goal is set, the interests of partners are determined, the strategy and tactics are chosen.

In business communication, such qualities as commitment, loyalty to the word, organization, and observance of moral standards are valued.

In business communication, the following can be distinguished stages: establishing contact, orientation in a situation, discussing issues, making a decision, achieving a goal, getting out of contact.

The first step is very important making contact. Sometimes a person is hindered in establishing contact:

› halo effect - a positive person is credited with everything good, with a negative attitude towards a person - everything bad, even his positive actions are regarded in this case as negative;

› typing effect - a person is judged from the point of view of own experience or opinions of others;

› primacy effect - The first impression of a person is the strongest and it is difficult to change it.

In business communication, both the pros and cons of a person's individual characteristics are demonstrated. Therefore, business communication requires introspection and constant monitoring. In ancient Rome, according to custom, a slave was placed behind the victorious commander, who during the procession shouted out the phrase: “Be careful not to fall”, thus reminding him that he is just a man.

In the process of business communication, various techniques are used to help achieve the goal. (Cialdini described them in The Psychology of Influence.)

Principle of contrast when the difference is exaggerated. (Perfectly used by sellers. They show first an expensive item, and then a cheap one, first a bad house, and then a good one, but not the best, but the one that needs to be sold.)

The principle of reciprocity. People try to pay for services rendered. (They give a gift for testing, forcing them to buy not at all the right thing.) In this case, the person feels obligated and often gives more than what was done to him.

Principle of social proof. People are guided by other people in a similar situation. The principle of participation in advertising of famous athletes, politicians. This principle takes into account that only 5% of people are initiators, the rest are imitators.

The principle of favor. People are more willing to comply with the requirements of those they like or know. This is primarily due to physical attractiveness. In this case, positive qualities are automatically attributed to a person. We like people who are like us.

Lunch method. While eating, people are more willing to make positive decisions, make concessions. Therefore, many contracts are signed and decisions are made during a business lunch or dinner.

In business communication, it is important to follow the rules of oral speech . In the oral speech of business people, it is necessary to take into account etiquette norms. Experts advise: never talk about your personal life and do not ask about someone else's. And politely evade conversations on personal topics. So, when communicating on business, it is not recommended to keep talking about politics, religion, ask questions about income, salary.

The following main requirements are imposed on the oral speech of a business person.:

• accuracy and clarity (use of words in the correct meaning, exclusion of foreign words used unnecessarily),
• brevity (no repetitions, tautologies),
• concreteness,
• normativity,
• logic,
• reasoning,
• standardization of speech formulations.

In oral speech, not only verbal means are used, but also non-verbal ones. Non-verbal include facial expressions, gestures, pantomime.

Each nation has developed its own traditions of business communication, which are expressed in language, movements, gestures, etc. Thus, the culture of the USA is characterized as informal, individualistic, materialistic, focused on the value of time. In Japan and China, more time is given to the group than to the individual. Submission and cooperation are more important there. In Latin America or Saudi Arabia, great importance is attached to tradition, ceremony, where it is customary to first talk on irrelevant topics and only then move on to the issue of discussion.

Each nation has features that need to be taken into account in business communication.

English considered honest, reasonable, courteous. They are characterized by restraint, isolation, efficiency and enterprise. They prefer not to touch personal topics, they are conservative, gardening is a national passion. They solve problems not by phone, but, as a rule, by letters. their word

can trust. Verbosity is regarded as a violation of the rules of communication, the imposition of one's opinion.

Japanesevery polite, so they don’t say “no”, looking into the eyes is considered bad manners, not handshakes are accepted, but bows, the more important the guest, the more bows. They negotiate as a team, never make decisions right away. If they are treated with courtesy, they usually make concessions. Russian journalist V. Tsvetov in the book "The Fifteenth Stone of the Reanji Garden" gives an example of negotiations between the Japanese and American companies. When the Americans talked about their company, about the possibilities and benefits of cooperation, the Japanese nodded their heads and listened decorously. And then they began to ask questions that seemed irrelevant. The Japanese believed that the Americans were putting pressure on them, and the Americans were surprised by the requests of the other side and their questions. The negotiations were terminated.

Character traits Americans- energy, independence, enterprise, diligence. They are patriots. Their philosophy is to earn as much as possible and quickly. Their style is highly professional, they are individualists, they like to act without regard to their superiors. They are democratic, often behave informally, love jokes, value honesty and frankness, they save time and are distinguished by punctuality. They do not like pauses, decisions are made quickly and rarely change it.

Thus, business communication involves knowledge of speech etiquette, the rules for constructing business conversations and meetings, knowledge of the norms of the literary language, the use of the necessary speech formulas according to the situation. The effectiveness of business communication also depends on the knowledge of the psychological characteristics of the individual, which reflects the language, on the knowledge national characteristics business people.