What is the essence of the code of business communication. Business ethics: concepts and principles. Features of Korean business communication

18.11.2019

All social relations governed by certain rules and regulations. The set of these rules is called etiquette. In a business environment, as in any field public life, have their own rules of conduct, which are denoted by two words - business ethics. Let's take a closer look at what it is.

What it is?

Business ethics- this is a set of moral and moral principles and rules that should be inherent in a business person. They must be strictly observed.

Business ethics arose from a mixture of secular and military etiquette. In the context of globalization economic relations, so that there is no misunderstanding between representatives of different cultures, they tried to make the code of business ethics common for all participants in business relations, regardless of their culture, nationality, religion. Every self-respecting businessman is obliged to know and apply the principles and rules of business ethics.

In addition, a person who is far from business should at least familiarize himself with these rules - their ignorance can provoke embarrassing situations if he suddenly finds himself in an organization with strict rules of conduct.

Research shows that modern business etiquette performs a number of functions.

Informational. Etiquette is primarily aimed at informing a person about the rules and norms of behavior in society.
Standardization of models of individual and group behavior. Knowledge of the rules gives us the opportunity to act in accordance with the regulations in each specific situation, makes it easier to integrate into the team, and reduces the feeling of psychological tension in business relations.
Ensuring social control. With the help of rules and norms in society, unwanted deviations in behavior that can harm normal relationships are prevented.
The function of diplomacy, political struggle. Compliance or non-compliance with business etiquette allows the interlocutor or opponent to understand the attitude towards themselves. Deliberate non-observance of the rules indicates a manifestation of hostility, the exact observance of all the rules can indicate respect and a mood for a positive outcome of the negotiations.
Identification with others creating psychological comfort. Business etiquette is, first of all, a manifestation of corporate culture, corporate team spirit, it helps the employee to feel part of the organization.

Like any Information system, business ethics has its own structure - it consists of macroethics and microethics. Business macroethics implies the interaction of organizations at the state and international levels.

The higher the level of negotiations, the more serious attention is paid to the study of etiquette. But microethics is intra-organizational etiquette. It includes the rules of interaction between subordinates, with customers, with partners and even competitors.

Peculiarities

Business etiquette is a relatively young direction of etiquette, but nevertheless it has a number of its own features that define business communication. Let's consider these features in more detail.

The importance of reputation in business communication. Losing your reputation in the business world practically means the collapse of the company. Each leader should value his name, as it takes a lot of effort and time to gain a reputation among partners and clients. Business etiquette plays an important role in building a reputation. An unethical manager or employee can easily damage the company's image. Therefore, it is extremely important to ensure that the entire team knows at least the basics of business etiquette.
Specificity and clarity is another important part of business communication. Goal setting is of particular importance in the activities of the organization, since all its activities are carried out for the sake of the goal. Uncertainty in the formulation of the goal or its inaccurate statement can lead to negative consequences. An organization that has no purpose has no meaning, so it cannot exist for a long time.
Mutually beneficial cooperation is also an important element of the art of business communication. Each successful businessman knows that mutually beneficial cooperation is the best way to a profitable partnership. Business relationships always mean the concept of mutually beneficial relationships.

The importance of business etiquette cannot be underestimated. If you show unethical behavior in everyday life or in secular society, then your reputation as a well-mannered person is at stake.

But in business, misbehavior can cost jobs and income.

Kinds

In business etiquette, the following types can be distinguished:

etiquette of live communication with clients;
etiquette of electronic communication;
phone call etiquette;
leader etiquette.

Communication with customers

Etiquette of communication with clients begins with the following fundamental rule: the client is always right. Proper communication with customers requires exceptionally polite, friendly, respectful communication. You can not interrupt, raise your voice, get angry at the client. The employee must always remain calm and give people the same attention, providing equal service. It is necessary to give the client an understanding that they are listening to him, his problem is important for the company. All these rules are achieved through the intonation of the employee, gestures, facial expressions.

Every customer-focused company should pay attention to training its employees to communicate with customers. The culture of communication with customers directly affects the income of the organization: no customers - no income.

Email

The development of the network gives us more opportunities for communication. Electronic communication etiquette is one of the main types of business remote communications in the modern world. The following rules apply to email correspondence:

filling in all fields of the email;
understandable address and name of the sender;
mandatory indication of the subject of the letter;
compliance of the text of the letter with the rules of business correspondence;
a mandatory response to an incoming business letter, with the exception of spam;
confidential information cannot be sent by mail.

The requirements for the text of the letter itself are approximately the same as for oral speech- politeness and courtesy. But, in addition, there is a certain specificity. For example, you can not write words in the "caps lock" register, this can be perceived as a shout. Good manners would be to have electronic signature. You also need to specify several ways to contact you (phone, fax, e-mail)

Also, in internal mail or in a letter to a friend, to give an emotional coloring to a letter, you can use the so-called emoticons - graphic images of a face with different emotions. AT business letters and letters to clients, emoticons are not recommended, so as not to give the impression of a frivolous person.

Telephone conversation

The protocol of a telephone business conversation involves the following sequence of actions:

think over the topic of conversation in advance;
start with a concise greeting;
introduce yourself and introduce the company;
demonstrate a respectful response to questions and comments of the interlocutor;
end the conversation briefly and politely.

During a telephone conversation, try to ask as little as possible, not to be distracted from the conversation. Any business conversation assumes that the time spent on it will be minimal. To achieve location and loyalty, it is recommended to address the interlocutor by name as many times as possible. Watch your intonation - you can always hear a positive or hostile attitude from it.

Leader Etiquette

The essence of managerial etiquette lies in the art of communicating with business partners, subordinates, senior management, and customers. The authorities should always be distinguished by calmness, high self-control and politeness. The leader must be able to listen and hear his subordinates, in difficult situations go and help them.

In Russia, ethical standards in business communication have been observed relatively recently. It can be said that more than half of the failures of domestic companies are due to a lack of understanding of the essence of etiquette and non-compliance with its norms.

Basic Rules

There are not so many rules of business etiquette, but their observance is open doors to concluded deals and new partners.

Time is money: a business person must master the basics of time management, save both his own and the time of his business partners. Violation of the rule of punctuality in the business environment leads to breaks in business ties, to the rejection of new contracts and termination of agreements.
Dress code: surrounding people always form their first opinion about you in appearance - business style in clothes, accessories, hairstyle will tell about you as a person who has a status and position in society.
Desktop: maintaining order on the desktop is an important component of the image business man. All items must be in their places. Remember: the mess on the desktop is the mess in the head.
Literacy: business literate speech in essence should be an indispensable quality inherent in every businessman.

The so-called Grice code can serve as the basis for building rules of conduct in a group in the process of discussion and adoption of a collective decision. G. P. Grice and J. Leach put forward two basic principles of any communication.

These are the principles cooperativeness and courtesy. Principle cooperativeness implemented in several postulates.

1. The first postulate of quantity - your statement must contain no less information than required.
2. The second postulate of quantity - your statement should not contain more information than required.
3. The first postulate of quality - try to make your statement true.
4. The second postulate of quality, developing the first - do not say what you consider false.
5. The third postulate of quality, which also develops the first one - do not say something for which you do not have sufficient grounds. (Or, to use our terminology, don't misrepresent.)
6. The postulate of relevance - do not deviate from the topic (the essence of the matter).
7. The first (general) postulate of transparency is to express yourself clearly. Three more follow from it.
8. Avoid obscure expressions.
9. Avoid ambiguity.
10. Avoid unnecessary verbosity.

As for the principle of politeness, it (according to Leach) implies the following postulates.

1. The postulate of tact - respect the interests of others and do not violate the boundaries of their personal sphere. In a word, create maximum comfort for the other.
2. The postulate of generosity - do not make it difficult for others, i.e. create for yourself a minimum of comfort, and for others a minimum of inconvenience.
3. Postulate of approval - minimize the number of negative assessments, strive for the most positive assessment of others.
4. The postulate of modesty - approve yourself minimally and criticize yourself maximally. Based on the assumption that you are wrong.
5. Postulate of agreement - strive for maximum agreement with others. Eliminates potential conflicts.
6. The postulate of sympathy - show maximum goodwill to others.

1. The rule of priority - try to argue not by the qualities or the image of this or that person that has developed in the public mind, but by his actions, actions (do not get personal).
2. The rule of specificity - try not to talk about actions in general, but about a specific act in a specific situation.
3. The rule of positive motivation - try to look first of all for positive driving forces of an act
(“We wanted the best, but it didn’t turn out better, but it turned out as always.”)

For example, the postulate of generosity requires a journalist to give and reasonably reject interpretations of an event that contradict his own interpretation in the message itself.

In addition to these recommendations, there are so-called strategies of positive politeness, negative politeness and veiling,, also useful to the leader for establishing mutual understanding and friendly relations with the subordinate.

Strategy positive courtesy(P. Brown and Stevenson) includes, in particular, the following techniques used by V. V. Pozner in his television programs.

1. Demonstration of interest in the interlocutor.
2. Creating an atmosphere of identity: "We are with you."
3. The desire to agree with the interlocutor, emphasizing common positions.
4. Disagreement Avoidance: "Yes, but..." is always better than "No."

In relation to the activities of a journalist, this means, in particular, that he shows that his potential or real opponent is right in some ways, although he is wrong in the main.

Strategy negative politeness mainly focused on communication with a specific interlocutor. With regard to the media, they are relevant primarily for interviews and programs with the participation of non-professionals (such as the programs of Posner just mentioned):

1. Avoidance of direct requests and especially demands, their "objectification".
2. The formation of statements in "modal packaging" - not "You said ...", but "as far as I remember, you said ..."
3. The expression of "pessimism" in the request, doubts that it is feasible: "You will hardly agree to tell us everything that you know about ..."
4. Elevation of the addressee and belittling of oneself: "I do not know this, but you cannot help but know."
5. Willingness to apologize: "Of course, it's hard for you ... but I have to..."
6. "Impersonalization" of interlocutors - not "I" and "you", but "let's say someone ...", "a person of your age and education", etc.
7. Generalization of requirements - not "do not do this", but "this is not usually done."
8. Nominalization of statements, translation of specific events into the category of more general phenomena.

If possible, one should avoid allusions (which everyone can understand in their own way), ambiguity, vagueness, ambiguity, impersonality, and completely abandon the so-called invective (“accusatory”) vocabulary. The adjective "invective" is derived from the noun "invective". This noun, meaning "sharp speech against someone, something; insulting speech; scolding, attack," goes back to lat. invectivaoratio(swear words).

Unfortunately, it is invective non-literary words and expressions that have become so popular in socially oriented communication, in particular in the media mass media, and not without reason.

Cm.: Grice //. R. Logic and conversation // Syntax and semantics. 3 vol. / ed. by P. Cole and J. L Morgan. N.Y., Academic Press, 1975, p. 41–58. URL: books4study.info/text-bookl690.html

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MINISTRY OF EDUCATION AND SCIENCE OF THE RUSSIAN FEDERATION

AUTONOMOUS NON-PROFIT ORGANIZATION OF HIGHER PROFESSIONAL EDUCATION "EURASIAN OPEN INSTITUTE"

CHAIR OF SOCIO-HUMANITARIAN AND PSYCHOLOGICAL-PEDAGOGICAL DISCIPLINES

ON THE DISCIPLINE "CULTURE OF SPEECH AND BUSINESS COMMUNICATION"

Business communication: code, national features

Completed:

1st year student

group "EK62.1113.05.45.MKT"

Gerasimova Ekaterina Gennadievna

Checked:

Malakhova Oksana Vladimirovna

Moscow, 2012

Introduction

The norms of morality that have developed between people, both in society and in family life, are the result of a centuries-old process of establishing relationships. Without compliance with these norms, political, economic, cultural and family relationships, since we cannot exist without considering each other, without imposing certain restrictions on ourselves. And here a very important role belongs to etiquette.

Business communication also has its own rules or, in other words, codes. They must be observed by any business person who has the desire to succeed in his business.

The need to introduce a new style of thinking, social behavior that meets the challenges of civil society, attaches particular importance to the new academic discipline - "Business Communication". This discipline is designed to help students overcome the stereotypes of the administrative-command style of thinking, develop the ability to manage people, the ability to carefully analyze any of the most complex business situations, not be afraid of novelty of solutions, help draw positive conclusions even from negative experience, accustom to constant introspection and objective assessment their own actions and the actions of those around them.

Business Communication Code

code of business communication etiquette

In order to fully consider this topic, it is first necessary to define what business communication is.

Business communication is a communicative subject-targeted and predominantly professional activity in the sphere of socio-legal and economic relations. Based on this definition, we can conclude that business communication is a type of communication whose purpose lies outside the communication process and which is subject to the solution of a specific problem (industrial, scientific, commercial, etc.) based on the common interests and goals of the participants in the conversation .

But this communication is impossible without ethical standards. Or, in other words, without knowing the rules of business etiquette. Etiquette (from French йtiquette - label, inscription) - norms and rules (culture) of people's behavior in society. Modern etiquette inherits the customs of almost all peoples from antiquity to the present day. Basically, these rules of conduct are universal, since they are observed by representatives not only of a single society, but also by representatives of the most diverse socio-political systems that exist in the modern world. The peoples of each country make their own amendments and additions to etiquette, due to the social system of the country, the specifics of its history, national traditions and customs.

There are several types of etiquette, the main ones are:

court etiquette - a strictly regulated procedure and forms of treatment established at the courts of monarchs;

diplomatic etiquette - rules of conduct for diplomats and other officials in contact with each other at diplomatic receptions, visits, negotiations;

military etiquette - a set of rules generally accepted in the army, norms and manners of behavior of military personnel in all areas of their activities;

general civil etiquette - a set of rules, traditions and conventions observed by citizens when communicating with each other.

Business etiquette is richer in its content, since it belongs to this category, as private to general. It constitutes the most important aspect of the professional behavior of an entrepreneur.

Business etiquette is based on the following principles.

Common sense. The norms of business etiquette should not be contrary to common sense, and common sense suggests that business etiquette in general is aimed at maintaining order, organization, saving time and other reasonable goals. Norms of etiquette that violate business relationships, established rules of communication, cannot be supported by common sense.

Freedom. This means that the rules and norms of business etiquette, although they exist and are very zealously enforced, nevertheless, should not interfere with the free will of each business partner, the freedom to choose business partners, the freedom to choose methods and ways of executing agreements between the parties. Freedom also implies a tolerant attitude towards the manifestation national characteristics, cultural national traditions, loyalty to the displayed point of view, to various business positions. However, such a principle of business etiquette as freedom is limited:

common sense;

climatic conditions;

traditions;

national characteristics;

political regime, etc.

Ethics. The whole complex of norms, standards, requirements, recommendations that make up business etiquette, by its very essence and content, simply must be ethical, moral, that is, business etiquette is entirely and completely focused on good. But how to interpret this main category of morality, that is, what is considered good and what is considered evil, in the field of business is a complex and ambiguous question. All content in this area of knowledge, as well as academic discipline"Business etiquette" has as its main goal to surround the business with many "ethical filters" that leave immoral behavior and negative actions of people outside the scope of business relations.

Convenience. Norms of business etiquette are not fetters, shackles, or fetters on business partners; they should not fetter business people, hindering business relations and hindering the development of the economy.

Expediency. The essence of this principle is that each prescription of business etiquette should serve a specific purpose. Types of business relationships - presentation, business conversation, negotiation, etc. - have a variety of purposes, and every aspect of business etiquette should correspond to them.

Profitability. Business ethics shouldn't come at a cost; its high “cost” in business is unethical in itself, since it is a deduction either from the profits of the organization or from income individual employee. The protocol department of the organization should be guided by considerations of reasonable cost in this matter.

Conservatism. This principle is self-evident, since the roots of business etiquette are in state etiquette, which has a centuries-old history, in military etiquette, in secular (general civil) etiquette, which, although not so long ago, but its concepts have won a firm place in the life of society and have become classic. Conservatism in the outward appearance of a business person, in his manners, inclinations, adherence to certain traditions involuntarily evokes associations of something unshakable, durable, reliable; and a reliable partner in business is the ultimate desire for every person. Reliability, fundamentality, stability are very attractive in business world traits, and they have a meaningful connection with conservatism.

Ease. The norms of business etiquette should be such that their observance does not turn into something imposed, rejected psychologically; they are natural, performed with ease and without tension. (Do not confuse ease with arrogance, laxity, inattention to others, bad manners!)

Universalism. This means that you should try to ensure that each recommendation or norm of business etiquette is directed to many aspects of business relationships.

Efficiency. The essence of this principle is that the standards of business relations should help to reduce the terms of execution of contracts, conclude more contracts, and reduce the number of conflicts in the team.

Business communication has a very important role in the formation of successful relationships in the team, as well as in promoting career ladder. Often, most people do not think about how important it is to correctly operate verbal and non-verbal communication in order to achieve their goals in the shortest possible time. However, statistics show that the possession of oratory, a correctly set communication style, the ability to determine an unfriendly attitude towards oneself with the aim of psychological blocking invisible to the opponent significantly increase the competence and professionalism of an employee in the eyes of colleagues.

So, the code of business communication with employees is a set of rules for communication, which implies the inclusion of the following nuances:

Compliance with ethics and deontology in communication.

Use a polite tone in all cases of communication.

The ability to redirect the conversation in a positive and constructive direction.

Accounting for communication individual features interlocutor in order to prevent the provocation of conflict situations.

The absence of bright emotional colors and tone, degrading the interlocutor.

Inadmissibility of sarcasm, wit, discussion of mistakes in the work of employees.

Compliance with corporate culture.

Competence in communication with detailed knowledge of all aspects of the case; usefulness and informativeness in communication.

The correct definition of the communication mode (business conversation or business meeting) in order to achieve higher productivity.

Clarity and conciseness of presentation in a form understandable to others.

The ability to listen to the interlocutor in order to form a clear plan for joint cooperation with the definition of tasks for each of the parties.

Development of correct speech with competent placement of accents through intonation, pauses, alternation of phrases of short and long content.

The adequacy and equanimity of accepting criticism, followed by the study of the latter and the elimination of shortcomings in the work.

The ability to orient the interlocutor to important points conversations.

The thoughtfulness of everything said.

National features of business etiquette

Business etiquette prescribes strict adherence to

when negotiating the rules of conduct adopted in the country - a business partner. The national psychological characteristics of each people left their mark on the requirements of etiquette. What is accepted in one country may cause bewilderment in another; what is considered decent by some peoples is unacceptable by others. Many examples of the features of the rules can be given.

behavior of businessmen from different countries. If, for example, the Americans, emphasizing their location, pat you on the shoulder in a friendly way and willingly accept the same gesture from you, then by patting a Japanese on the shoulder or trying to give a friendly hug to a Chinese or Vietnamese, you can ruin your deal.

We must not forget that the basic rules of politeness, tact and correct behavior, even if they differ in particular, are the same and generally binding. The General European Tourism Authority has even developed a special set of rules for travelers, the essence of which is as follows:

Do not forget that in your own country you are just an ordinary citizen among millions of your fellow citizens, while abroad you are a "Spaniard" or "Frenchman". The opinion of your country depends on your actions.

If it seems to you inadvertently that everything is worse abroad than at home, stay at home. And if it seems to you that everything is better, do not return to your homeland, you do not have it.

Do not make noise abroad, behave calmly.

Don't draw attention to your clothes. Dress modestly, according to generally accepted standards.

You can only sing when you are asked to.

Don't try to be different where you know you'll lose. And when you win, do not express your joy too violently.

Remember that the colorful expressions of your language do not always coincide with foreign ones in direct translation.

Try to understand what is not familiar to you, what you see for the first time.

Do not try to teach, better learn yourself.

Characteristic features of various peoples. Features of etiquette.

Knowing some of the features that are characteristic of individual nations will help you feel more comfortable in unusual conditions.

AMERICANS are business people, not inclined to ceremony, therefore their etiquette is simpler and more democratic than European. He allows for a firm handshake, a friendly "hello!", and unceremonious clapping on the shoulder, and the use of extremely abbreviated names.

EXAMPLE PORTRAIT OF AMERICAN BUSINESS PERSON: This is an intelligent, competent worker, susceptible to criticism, sociable, with a holistic nature, firm, able to make decisions, a good organizer. He has a sense of humor, is able and willing to listen to others, is objective, constantly improves himself, uses his time correctly, is ready for general leadership, boldly starts changes, uses open method management, based on cooperation, is able to focus on the present and future of his enterprise, closely monitors the processes taking place both inside and outside the enterprise, is focused on results, works hard to achieve them, knows how to direct staff to high-quality and efficient work.

Americans easily get along with people. This is largely facilitated by their national character, which is characterized by simplicity, cheerfulness, liveliness, and some gullibility. They express their emotions directly, directly, they understand humor, they know how to laugh at themselves, they love everything “one hundred percent”.

The ENGLISH believe that to become a real gentleman, you need to graduate from Oxford not only yourself, but also your grandfather. At least three generations must polish the style and manners. Unlike American English etiquette is more formal and traditional. Foreigners are struck by English politeness and culture, which are expressed primarily in a precautionary and correct attitude and tolerance towards communication partners. Being polite and sociable, the British often give undeserved compliments to the interlocutor.

To get a better idea of the behavior of the English gentleman, let's turn to the book of British humorists F. Douglas and T. Leacock, who believe that by following the five rules below, you can count on being recognized as a person with the right upbringing. According to them, behavior in English means:

Mumbling through teeth. It's very simple. For any, even very warm, appeal to you, spit through your teeth: “How interesting!”, “How original!” - if they tell creepy stories, or: "How boring it is!" -- if they are talking about your favorite musical comedy.

Glass eyes - look ahead through objects, and they clearly do not like what they see.

A little deafness is always helpful in talking to people.

“Dead fish” is a common type of handshake: slowly stretch out your hand, as if instead of a hand and palm it ends in a herring, long dead and thrown ashore by the wave. Let this herring lie motionless for two seconds in the hand of your friend, then slowly, as if from mud, drag it back.

Turn in profile - never look at the person you are talking to, it makes you look too interested, turn casually in profile towards him.

GERMANS. National character and etiquette in Germany are usually associated with the word "order". Indeed, punctuality, diligence, discipline and order are characteristic features of German national psychology.

The business relations of German colleagues bear the imprint of restraint and formalism. For example, contact with the head, bypassing the secretary, is simply unacceptable there. Late for business meeting-- it's more than impolite. It is an insult. In no company do heads of firms and other employees receive business visitors one on one, without the presence of their employees and colleagues.

The Germans have great respect for those who know their language, literature, culture and history. The manifestation of deep knowledge in these areas is the most effective way to win over the interlocutor.

FRENCH PEOPLE. In the world public opinion they were perceived as brave and cheerful people, committed to carnal pleasures and prone to individualism, freethinking and unwillingness to obey authorities. They note: a logical mind and a critical attitude to reality, social activity and love for loud words and beautiful gestures. The image of a Frenchman includes gaiety, cheerfulness and some frivolity, inseparable from the famous French politeness, gallantry and elegance.

ITALIANS are close to the French in their emotionality. The rapid pace of speech and its increased volume, active gestures, offensiveness - all this is at first unusual for foreigners from the northern regions.

Unlike the British, who rarely come into conflict with anyone and are not inclined to be categorical in their judgments, the Italians are assertive, always ready for a discussion, even if it turns into a scandal. They are easily excitable and touchy, hardly endure criticism. The propensity for risk and adventure is a characteristic feature of the Italian national character. Although discipline does not matter to them as much as, say, to the Germans, they cannot be denied initiative, the ability to find quick and effective solutions difficult questions.

SCANDINAVIANS are characterized by efficiency, rationalism. Strong adherence to old traditions and customs. This is manifested not only in the origins of Lutheran Puritanism dating back centuries, but also in relation to historical and cultural monuments. In Sweden, for example, it is forbidden to change appearance old house, although inside it can be completely refurbished and remodeled to meet the most sophisticated tastes of our time.

The high communication culture of the Scandinavians is laid from childhood. In the upbringing of children, the principles of humanism and kindness are elevated to a cult. So, in Sweden it is forbidden to raise your voice, and even more so to raise your hand to a child. For corporal punishment, even parents are entitled to a fine, and for a repeated act of this kind - imprisonment of up to three months. A mother will never leave a crying child in kindergarten until he calms down, even if she is late for work.

The JAPANESE attract special attention due to the specificity of the national character and the associated features of the rules of conduct. Perhaps the most important character trait of the Japanese is diligence. This feature is inherent in all peoples, but the Japanese give themselves to work selflessly, with pleasure.

TRADITIONS DETERMINE A LOT. In Japan, they pay great attention to traditions, try to keep the norms of behavior inherited from previous generations, forms of culture, although European etiquette is increasingly penetrating into Japanese life, especially in the field of business relations when dealing with foreigners.

The traditions of Japanese culture have formed such traits of the national character as discipline, devotion to authority and a sense of duty. Foreigners are pleasantly surprised by the extreme courtesy of the Japanese, they note their high self-control, accuracy, patience, frugality, and curiosity. Politeness is called the basis of the Japanese way of life.

HUMILITY AND OBEDIENCE. The elder is ordered to be kind to the younger and subordinates, and the subordinate and the younger are to moderate their ardor and thank the elder more often. The elder approves the correct actions of the younger and criticizes the wrong ones. Cases of disobedience to elders or refusal to follow their instructions are extremely rare. Even if the worker has a feeling of indignation towards the elder, he will never express it in direct communication with the elder.

“A MAN SHOULD NOT OBEY TO ANYTHING ELSE. EXCEPT FOR KIND AND POLITENESS. - says one of the most common sayings. Goodwill, friendliness literally permeates the relationship between hotel servants and guests, a taxi driver and a passenger, the owner of a shop or a seller and buyers, not to mention official relations.

CHINESE. Their national character is in many ways similar to the traditional features of the Japanese character. Thus, the Chinese are characterized by unquestioning subordination of the members of the group to its leader, who usually becomes the eldest.

The characteristic features of the Chinese are industriousness, organization, discipline, patience, diligence, accuracy, collectivism, thrift, prudence, frugality in housekeeping and unpretentiousness in clothes, the ability to restrain one's emotions, calmness and composure in stressful situations.

KOREANS. Many similarities with Japanese and Chinese etiquette have the rules of conduct adopted in Korea. First of all, this commonality is manifested in respect for the authority of the elder and the boss. For example, during a conversation, the junior in status should anticipate the wishes of the elder, for example, by serving cigarettes and bringing fire. Demonstrating his respect, he does all this with both hands. The junior should never start a conversation on the main topic of the conversation. First you need to inquire about the health and mood of the partner, about the health and well-being of his family members and relatives. The elder should go to the main topic of the conversation. Even if the junior is the master, he should not do anything without asking the permission of the senior.

MUSLIM, in particular the Arabs, the requirements of etiquette and customs are largely due to Islam. Muslims are very zealous about their religion, they try not to enter into disputes with non-believers on religious topics. The basis of their behavior is the five requirements of the Muslim cult: confession of faith, which consists in accepting the formula "There is no other deity but Allah, and Muhammad is His prophet", prayer, fasting, pilgrimage and charitable alms.

Conclusion

Based on the foregoing, we can conclude that mastering the skills of business communication is necessary for future business people: managers, economists and others. It's not as easy as it seems, but it's not difficult either. These skills can play an important role in the future when closing a deal or signing a contract. Therefore, I believe that we all still have a lot to learn in order not to get lost in our professional activities in the future.

Used Books

1. M.V. Koltunova, "Language and business communication".

3. A.N. Munin, “Business communication. Lecture course"

4. I.N. Kuznetsov, “Business communication. Business etiquette: Proc. allowance for university students "

5. Soper P. “Fundamentals of the art of speech: Per. from English."

6. V.I.Andreev, "Business rhetoric"

7. L.N. Vasilyeva, "Fundamentals of the culture of speech"

8. A.B. Dobrovich, “Communication: science and art”

9. M.V. Maksimovsky, “Etiquette of a business person”

10. Rules of etiquette: a quick guide, - M., 1992

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Types of communication.

Business communication and its code

There are several types of communication.

Business conversation. Business communication is a process of interconnection and interaction in which there is an exchange of activities, information and experience. Business communication is usually included as a private moment in any joint productive activity of people and serves as a means of improving the quality of this activity. Its content is what people are doing, and not those problems that affect their inner world. Business communication forms and develops human abilities, serves as a means of acquiring knowledge and skills.

Business Communication Code:

the principle of cooperativity (or cooperation) - "your contribution should be the one that the jointly adopted direction of the conversation requires";

the principle of information sufficiency - "say no more and no less than what is required at the moment";

the principle of information quality - "do not lie";

the principle of expediency - "do not deviate from the topic, be able to find a solution";

the principle of clarity - "express the thought clearly and convincingly for the interlocutor";

the principle of listening - "be able to listen and understand the right thought";

psychological principle - "be able to take into account the individual characteristics of the interlocutor for the sake of the interests of the case."

Compliance with this unspoken code of business communication is an important component of business success, because if one interlocutor focuses on the principle of politeness, and the other - cooperation (the principle of business communication), ridiculous, ineffective communication will arise. Therefore, the rules of communication must be agreed upon and followed by both participants.

The specificity of business communication is due to the fact that it arises on the basis of and about a certain type of activity related to the production of a product or business effect. At the same time, the parties to business communication act in formal (official) statuses that determine the necessary norms and standards (including ethical ones) of people's behavior. Like any kind of communication, business communication has a historical character, it manifests itself in different levels social system and in various forms. Its distinguishing feature is that it does not have a self-contained meaning, is not an end in itself, but serves as a means to achieve some other goals.

Features of business communication are that:

partner in business communication always acts as a person significant for the subject;

communicating people are distinguished by good mutual understanding in business matters;

the main task of business communication - productive collaboration.

The main part of business communication is office communication, which determines the interaction of people in firms, organizations at enterprises in working time. In addition, the concept of "business communication" covers the interaction of people outside working hours - at business receptions, seminars, exhibitions, etc.

E.N. interprets business communication more narrowly. Zaretskaya, believing that “business communication is any professional communicative form of activity, most often speech, lying in the sphere, which is determined by the answer to four questions: why we say what we want to say, by what means we do it and what is the reaction to our speech. From a psychological point of view, this definition is incomplete, because any communication, not only business, in addition to communication includes perception and interaction.

Interpersonal communication, on the other hand, is centered primarily around psychological problems of an internal nature, those interests and needs that deeply and intimately affect a person’s personality: the search for the meaning of life, the definition of one’s attitude to a significant person, to what happens when an internal conflict is resolved.

Instrumental communication is communication that is not an end in itself, but pursues some other goal other than obtaining satisfaction from the very act of communication.

Targeted communication is communication that in itself serves as a means of satisfying a specific need, in this case, the need for communication.

Secular communication is characterized by non-objectivity, i.e. people say not what they think, but what is supposed to be said in such cases. Secular communication rules:

politeness, tact - "observe the interests of another";

approval, consent - “do not blame another”, “avoid objections”;

sympathy - "be benevolent, affable."

manipulative communication is aimed at extracting benefits from the interlocutor using different techniques (flattery, intimidation, deceit, demonstration of kindness) depending on the characteristics of the interlocutor's personality.

Primitive communication- when they evaluate another person as a necessary or interfering object: if necessary, they actively come into contact, if it interferes, they will push away or express aggressive rude remarks; if they received what they wanted from the interlocutor, then they lose interest in him.

spiritual fellowship. It is characterized by complete mutual understanding, when you can touch on any topic and not necessarily with the help of words - a friend will understand you by facial expressions, movements, intonations. Such communication is possible when each participant represents the image of the interlocutor, knows his personality, interests, beliefs, and can anticipate his reactions. A deeper form of spiritual communication can be considered humanistic communication that satisfies the need for understanding and sympathy.

ritual communication. It is characterized by maintaining communication with society, reinforcing the idea of oneself as a member of society (birthdays, alumni meetings, weddings, funerals, greetings and farewells, etc.).

"Mask contact". Formal communication, in which there is no desire to understand and take into account the personality traits of the interlocutor. The usual masks are used - a set of facial expressions, gestures, standard phrases that allow you to hide true emotions, attitude towards the interlocutor. Very often, the "contact of masks" is used by people who are constantly in the spotlight.

Depending on the content, goals and means, communication can be divided into several types.

1) material communication (exchange of objects and products of activity). In material communication, subjects, being engaged in individual activity, exchange its products, which in turn serve as a means of satisfying their actual needs;

2) conditional communication (exchange of mental or physiological states). In conditional communication, people influence each other, calculated to bring each other into a certain physical or mental state;

3) motivational communication (exchange of motives, goals, interests, motives, needs) - the transfer of certain motives, attitudes or readiness to act in a certain direction to each other;

4) active communication (exchange of actions, operations, skills) improves and enriches the individual's own activity;

5) cognitive communication (knowledge exchange). An illustration of cognitive and activity communication can be communication associated with various types cognitive or educational activities. Cognitive communication acts as a factor of intellectual development.

According to the goals, communication is divided inherited types:

1) biological (necessary for the maintenance, preservation and development of the organism). Biological communication is associated with the satisfaction of basic biological needs;

2) social (pursues the goals of expanding and strengthening interpersonal contacts, establishing and developing interpersonal relationships, personal growth of the individual).

By means of communication may be:

1) direct (carried out with the help of natural organs given to a living being - hands, head, torso, vocal cords, etc.);

2) indirect (associated with the use special means and tools)

H) direct (involves personal contacts and direct perception of each other communicating people in the act of communication itself);

4) indirect (carried out through intermediaries, which may be other people).

Introduction

The norms of morality that have developed between people, both in public and in family life, are the result of a centuries-old process of establishing relationships. Without compliance with these norms, political, economic, cultural and family relations are impossible, since we cannot exist without considering each other, without imposing certain restrictions on ourselves. And here a very important role belongs to etiquette.

Business communication also has its own rules or, in other words, codes. They must be observed by any business person who has the desire to succeed in his business.

The need to introduce a new style of thinking, social behavior that meets the challenges of civil society, attaches particular importance to the new academic discipline - "Business Communication". This discipline is designed to help students overcome the stereotypes of the administrative-command style of thinking, develop the ability to manage people, the ability to carefully analyze any of the most complex business situations, not be afraid of novelty of solutions, help draw positive conclusions even from negative experience, teach them to constantly introspect and objectively evaluate their actions. and actions of the people around.

Business Communication Code

code of business communication etiquette

In order to fully consider this topic, it is first necessary to define what business communication is.

Business communication is a communicative subject-targeted and predominantly professional activity in the field of social, legal and economic relations. Based on this definition, we can conclude that business communication is a type of communication whose purpose lies outside the communication process and which is subject to the solution of a specific problem (industrial, scientific, commercial, etc.) based on the common interests and goals of the participants in the conversation .

There are several types of etiquette, the main ones are:

court etiquette - a strictly regulated procedure and forms of treatment established at the courts of monarchs;

diplomatic etiquette - rules of conduct for diplomats and other officials in contact with each other at diplomatic receptions, visits, negotiations;

military etiquette - a set of rules generally accepted in the army, norms and manners of behavior of military personnel in all areas of their activities;

general civil etiquette - a set of rules, traditions and conventions observed by citizens when communicating with each other.

Business etiquette is richer in its content, since it belongs to this category, as private to general. It constitutes the most important aspect of the professional behavior of an entrepreneur.

Business etiquette is based on the following principles.

Freedom. This means that the rules and norms of business etiquette, although they exist and are very zealously enforced, nevertheless, should not interfere with the free will of each business partner, the freedom to choose business partners, the freedom to choose methods and ways of executing agreements between the parties. Freedom also implies a tolerant attitude towards the manifestation of national characteristics, cultural national traditions, loyalty to the displayed point of view, to various business positions. However, such a principle of business etiquette as freedom is limited:

common sense;

climatic conditions;

traditions;

national characteristics;

political regime, etc.

Ethics. The whole complex of norms, standards, requirements, recommendations that make up business etiquette, by its very essence and content, simply must be ethical, moral, that is, business etiquette is entirely and completely focused on good. But how to interpret this main category of morality, that is, what is considered good and what is considered evil, in the field of business is a complex and ambiguous question. The entire content of this area of knowledge, as well as the academic discipline "Business Etiquette", has as its main goal to surround the business with many "ethical filters" that leave immoral behavior and negative actions of people outside the scope of business relations.

Profitability. Business ethics shouldn't come at a cost; its high “value” in business is in itself unethical, since it represents a deduction either from the profits of the organization or from the income of an individual employee. The protocol department of the organization should be guided by considerations of reasonable cost in this matter.

Conservatism. This principle is self-evident, since the roots of business etiquette are in state etiquette, which has a centuries-old history, in military etiquette, in secular (general civil) etiquette, which, although not so long ago, but its concepts have won a firm place in the life of society and have become classic. Conservatism in the outward appearance of a business person, in his manners, inclinations, adherence to certain traditions involuntarily evokes associations of something unshakable, durable, reliable; and a reliable partner in business is the ultimate desire for every person. Reliability, fundamentality, stability are very attractive features in the business world, and they have a meaningful connection with conservatism.

Universalism. This means that you should try to ensure that each recommendation or norm of business etiquette is directed to many aspects of business relationships.

Business communication plays a very important role in the formation of successful relationships in the team, as well as in moving up the career ladder. Often, most people do not think about how important it is to correctly operate verbal and non-verbal communication in order to achieve their goals in the shortest possible time. However, statistics show that the possession of oratory, a correctly set communication style, the ability to determine an unfriendly attitude towards oneself with the aim of psychological blocking invisible to the opponent significantly increase the competence and professionalism of an employee in the eyes of colleagues.

So, the code of business communication with employees is a set of rules for communication, which implies the inclusion of the following nuances:

Compliance with ethics and deontology in communication.

Use a polite tone in all cases of communication.

The ability to redirect the conversation in a positive and constructive direction.

Taking into account when communicating the individual characteristics of the interlocutor in order to prevent the provocation of conflict situations.

The absence of bright emotional colors and tone, degrading the interlocutor.

Inadmissibility of sarcasm, wit, discussion of mistakes in the work of employees.

Compliance with corporate culture.

Competence in communication with detailed knowledge of all aspects of the case; usefulness and informativeness in communication.

The correct definition of the communication mode (business conversation or business meeting) in order to achieve higher productivity.

Clarity and conciseness of presentation in a form understandable to others.

The ability to listen to the interlocutor in order to form a clear plan for joint cooperation with the definition of tasks for each of the parties.

Development of correct speech with competent placement of accents through intonation, pauses, alternation of phrases of short and long content.

The adequacy and equanimity of accepting criticism, followed by the study of the latter and the elimination of shortcomings in the work.

The ability to focus the interlocutor on important points in the conversation.

The thoughtfulness of everything said.

What is the essence of the code of business communication. Business ethics: concepts and principles. Features of Korean business communication

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