It is impossible to imagine a social mechanism without the principles of communication on which certain norms, patterns and rules are based. If they are not observed, then all interaction between people will be reduced to the satisfaction of personal needs, which is an absolute degradation of society. This article examines in detail some of the nuances of relationships between people.
Ethics
Ethical principles of communication can be determined by the culture of speech. According to the requirements of this concept, moral standards are put forward, behavioral manners in specific situations and various formulas of courtesy and politeness are assessed by rules. A person who observes the basic principles of communication, but violates its ethical norms, is often deceptive and hypocritical. The highly moral behavior of a person who does not use basic rules of decency in his life will never inspire confidence in others.
We can conclude that concepts such as communication ethics and good manners are worth studying together. The most common principles of etiquette and moral standards often go side by side with specific dialogue algorithms: greeting and farewell, request and gratitude, etc. Unlike speech etiquette, which is used everywhere (congratulations, gratitude, greetings, sympathy), we remember the principles and norms of decency much less often.
Ethical principles of communication
| Principle of communication | The essence of the concept |
| Principle of politeness* | The basic ethical principle, which prescribes a respectful attitude towards the recipient and towards oneself; presupposes compliance with the rules of decency and norms of speech etiquette |
| Principle of cooperation | Requires an attitude towards effective cooperation, for which each of its participants must make their contribution |
| The principle of parity | It assumes equality of participants in speech interaction and excludes the dominance of one of them. Even with differences in social status, gender, age, etc., participants in speech interaction must mutually respect each other |
| Principle of truthfulness | Requires undistorted and, if possible, complete information on a particular issue |
| Principle of intelligibility | Requires that the addressee does not make excessive efforts to perceive, understand and interpret** speech |
| The principle of consistency | It assumes the development of dialogue according to the principle of “replica-stimulus” → response remark. A question, for example, should be answered with an answer, not a counter question. A response to a greeting, gratitude, compliment, etc. is also mandatory |
* The concept of politeness
is discussed in more detail in Table. 6.7.
** More details about the concepts of perception, understanding and interpretation
are discussed in table. 6.4.
As we see, the rules of ethics are aimed primarily at preventing ethical errors, that is, what is unacceptable in communication. Thus, according to a tradition that has developed over centuries, in any society pretense, deception, insincerity, rudeness, bitterness, envy, etc. are considered unacceptable. It is important to remember that failure to comply with ethical standards can offend the interlocutor, hurt his pride, and this causes a feeling of dissatisfaction among the speaker himself, since a moral person always (even in the case of an involuntary violation of norms) feels awkward and may even experience remorse.
Thus, it is ethics that determines the motives, goals of speech, means of its implementation, assessment of the result of speech, etc. And in our relationships with people and in the actions we perform, we must be guided by the general ethical principle: Treat others as you would like them to treated you
.
Unlike ethical norms, communicative norms orient us towards the communication process itself and its effectiveness . They regulate communication, allowing its participants to competently build strategy and tactics of speech.
What do these terms mean?
Strategic elements include the choice of the subject of speech, goals and objectives, the communication situation, the addressee, etc. And this or that strategy is implemented with the help of tactical components: this is the design of the process of speech interaction, the implementation of the plan in speech, the use of certain verbal and non-verbal techniques and etc.
A very important property of communication norms is that, relying on them, we not only act in real-life circumstances, but also have the opportunity to mentally “play out the situation”, model interaction in advance, choosing the necessary communication scenarios. If, for example, we need to call a colleague on a business matter, then before making the call, we think about what exactly we will say, what words and phrases we will use, imagine the interlocutor’s response, etc.
Communication norms are based on the following principles (Table 6.2):
Table 6.2
Principles of ethics in communication
There is a so-called golden rule, familiar to everyone since childhood: treat others the way you want to be treated. It applies to absolutely any life situation. We can say that many ethical principles of communication are based on this rule: altruistic, norms of virtue, demanding of oneself and others, the law of equality and justice, etc.
Thanks to the principles of open and sincere communication, a high degree of trust arises, without which contact is not possible. Trusting close relationships cannot be built without honesty, truthfulness, kindness and respect for the people around you. This can also include care, politeness, good manners, etc. The principles of correct communication are inextricably linked with the quality of speech itself. It must contain logic, expediency, literacy, as well as conciseness and meaningfulness at the same time. As for brevity, it all depends on personal desires and preferences. To some, overly extended praises will seem boring, while others will not understand the idea that they tried to convey in a more concise form.
BASIC PRINCIPLES OF COMMUNICATION
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1) competence is communication based on relevant knowledge, skills, abilities and personality traits. Main components of competence:
— ethical and humanistic beliefs and values;
— adequate orientation in the personal potential of communication;
— cognitive and social competence, skills of orientation, feedback, observation in communication, ability to listen and understand a partner;
— communicative competence, information transfer skills, effective command of language and speech;
— interactive competence, mastery of the skills of establishing psychological contact;
- mastery of techniques and technologies for organizing communication in various situations, the ability to purposefully build, position and flexibly rearrange communication, the ability to role-play communication;
— methodologically effective use of basic forms of communication in management activities (conversation, public speaking, meeting, negotiations);
- ability to solve problems of managing means of communication.
2) humanity - (philanthropy) - allows you to satisfy the need for understanding, sympathy, empathy. Humanistic communication is more intimate, confessional, psychotherapeutic communication, and sometimes just a conversation in a compartment. When we tell our interlocutors something out of the ordinary, we often restore in our minds the picture of the events that happened to us in our story. Such inner self-contemplation can be so vivid that it can already evoke in us feelings appropriate to the circumstances. Therefore, when we see that the interlocutor empathizes with us, we perceive him as a person who understands us. When an interlocutor shares his feelings with us, it only means that he trusts us, so never hesitate to show your interlocutor sympathy and empathy for his thoughts.
3) orthobioticity - awareness of the intrinsic value of life and the lives of other people, optimism, development of technology for preserving health
4) innovativeness - the desire for innovation, the ability to take risks, encouragement of proposals, non-standard solutions, a taste for finding new things;
5) pragmatism - work for results, rational use of working time, active investment activities.
OPTION 2 ABOUT THE PRINCIPLES OF COMMUNICATION
1. Empathy is the ability to see the world through the eyes of other people, to understand it the same way as they do. Perceive the world from their perspective. This is the ability to “get into the skin” of another person, to feel empathy for his problems, instead of the pressure of his vision and his ego.
2. Benevolence is the ability not only to feel goodwill towards people, but also to show with your whole being this benevolent attitude towards them. This includes respect for a person and sympathy, and the ability to accept him even when you do not approve of his actions. To do this, you need to learn to separate a person and his actions. It is a willingness to support other people.
3. Authenticity is the ability to be natural in a relationship. Don't hide behind the masks or roles we play in life. We and roles are not the same thing. Every person has many of them: mother, wife, leader... This is the ability to be yourself in any contact with others.
4. Concreteness is the ability to refuse during communication general reasoning and remarks, often meaningful and incomprehensible. This is the ability to specifically talk about your experiences, opinions, feelings, actions, and not about someone..., once..., always..., everything..., etc.
5. Initiative is a tendency to take an active position in relationships with people. It is the ability to move forward in a relationship and not just react to what others are doing. This is the ability to establish healthy contacts without waiting for initiative from others.
6. Spontaneity is the ability to speak and act directly. This is an open demonstration of your attitude towards problems and people. The opposite quality is the ability to hide one’s true attitude, which involves lying to oneself and to people.
7. Openness and sincerity is the willingness to open your inner world to others, that is, to let a person inside yourself. This can only be done when we are committed to establishing strong relationships, and understanding that openness facilitates this.
Here you need to realize that sincerity is not equivalent to a willingness to divulge all your secrets. Openness is needed specifically about the topic, about the situation, and not trying to dump intimate details on a person.
8. The ability to accept the feelings of others is the absence of fear in direct contact with your feelings and the feelings of other people. This is the ability to accept any person’s feelings - pain, despair, joy, indignation, etc. Just accept that at the moment it is one way and not another. Share this pain and joy with him, and not teach him that this is impossible... And within yourself, unconditionally believe that everything can change in the future. It is only this person's feeling of the situation, not the whole person.
9. Self-knowledge is an exploratory attitude towards one’s life and behavior. The desire to take advantage of the help of others for this and the willingness to accept this help through communication, among other things.
10. Responsibility is the ability to communicate with other people with full responsibility for what is happening. The main postulate here is: we perceive people’s attitude towards us - positive or negative - but we ourselves are the directors of our lives and self-esteem. It is not those around her who shape her.
This quality is usually developed in situations where you are mercilessly criticized by people who are significant to you. And then you have a choice - believe them and crush yourself, or develop the position of a sensible observer - I see, I hear, I react calmly and take into account the wishes. But this is not the main thing in my self-esteem, but only the opinion of this particular person at a given moment in time.
Types of ethical standards
The basic principles of communication are divided into mandatory and recommended. The first includes the famous medical concept - “do no harm.” In order for communication to be mutually pleasant and effective, you should not resort to insults when there are differences in points of view, or humiliate your opponent. It is necessary to exclude such behavioral tactics as harshness and rudeness from interpersonal relationships. To interact well with people, it is helpful to maintain self-esteem, modesty, and respect for others. The connection between ethical standards and motives for communication is quite obvious:
- Emotionally positive motives include bringing joy, satisfying the interlocutor’s need for respect, understanding and love, as well as interest.
- Neutral motives are often the goals of information transfer.
- Emotionally negative ones include indignation at an ignoble act and an expression of anger at the unfair outcome of a situation.
All these motives are inextricably linked with high internal moral standards. It is worth noting that actions dressed in an ethical form, but caused by low motives (to deceive, condemn, etc.) are not ethical.
32. CULTURE OF BEHAVIOR AND ETHICAL STANDARDS OF COMMUNICATIONThe concept of communication culture serves as a kind of barometer of our communication .
which is interconnected with
the culture of behavior.
Knowledge of norms of behavior and adherence to them, restraint and the ability to control one’s actions, attention and respect for people - in a word, everything that is considered good manners in society belongs to the culture of human behavior and is regulated by etiquette.
Etiquette
(from the French
etiquette
- label, label) is a set of rules of behavior relating to the external manifestation of attitude towards people (forms of address, behavior in public places, manners, clothing, etc.), an established order of behavior, adherence to moral and social norms .
Behavior can be real
(practical actions and deeds) and
verbal
(verbal). These two behaviors must be consistent with each other. You cannot be a polite or obliging person only in words. A person who has knowledge of ethical principles and moral norms of society has turned into an inner conviction is considered cultured. He does this not because it is necessary, but because he cannot act otherwise.
Towards cultural norms
Behaviors include:
• politeness
– goodwill in the process of relationships with other people;
• correctness
– the ability to behave within the framework of generally accepted decency in any situation;
• tactfulness
– a sense of proportion that must be observed in conversation, in personal and professional relationships; the ability to “feel the boundary” beyond which words and actions can cause offense. Tact is an inner sense that allows you to accurately feel the reaction of another person;
• delicacy
– the ability to identify and take into account the individual characteristics of people;
• modesty
– absence of posing, the ability to maintain one’s individuality in all situations and not play a role unusual for oneself;
• simplicity
– not a rejection of generally accepted norms of etiquette, not familiarity, but communication in which people do not think about who is “higher” and who is “lower” on the social ladder;
• obligation
– the ability to keep one’s promises, which indicates not only honesty, but also the reliability of a person.
Of course, the culture of speech behavior is formed in a person in a complex
with the listed rules and regulations.
It is no coincidence that in the list of cultural norms of behavior, the first place is given to politeness:
Politeness is the main postulate and condition of communication in society.
Table of contents
Ethical standards and the consequences of non-compliance
When the ethical principles of verbal communication are absent or partially observed, this can manifest itself in human rudeness, insult, and opposition to others. Indecent behavioral manners are expressed in the condemnation of actions unacceptable for any individual, and the widespread imposition of one’s own opinion. This can lead to misunderstandings and damage on the part of the two parties involved. It is noteworthy that a highly moral person, driven by ethical motives, experiences discomfort not only when he involuntarily does something wrong, but also when he sees negative manifestations around him. Failure to comply with basic norms of behavior in communication can lead to misunderstandings, conflicts and even a breakdown in relationships between participants in communication.
Business Communication and Ethics
Along with the general principles of communication, we can highlight ethical standards that relate exclusively to the business world. The main feature of contacts in a business environment is the presence of many formalities. As for moral standards, they are the same for all spheres of communication.
Any organization needs to strive to improve behavioral principles: developing ethical standards, creating special commissions for training and instilling good manners in employees. Thanks to this, the moral atmosphere of the entire enterprise will improve, which will lead to increased loyalty of employees, the implementation of the right moral choice when making decisions, and strengthening the reputation of the company.
Despite the importance of cultural behavior, there is no absolute criterion and no person playing the role of the highest judge and preacher of the ultimate truth. If you want to live in a highly moral society, start with yourself: praise others, and make complaints about yourself. Don’t dwell on your employees’ failures, but learn from your mistakes.
Watch your behavior, and then you will see how the world will change for the better. The basic norms and principles of communication in the field of business relationships cover not only interpersonal connections, but also the vertical of office contacts, for example, “subordinate-manager”. And also horizontal - the relationship between two employees with the same position.
The basics of ethical standards and rules are necessary in all areas of life, be it communication with friends, colleagues, or family. These simple rules of interaction help to build harmonious relationships with people; you can always count on outside support, since those around you want to do business with a well-mannered and tactful person.
In order to cultivate spiritual traits in society and preserve the moral heritage, one should first of all pay attention to oneself. If each person makes a small contribution to the ethical development of the world, then it will certainly change for the better.
Ethical psychological standards of communication
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Ethics of business communication can be defined as a set of moral norms, rules and ideas that regulate the behavior and relationships of people in the process of their production activities.
It represents a special case of ethics in general and contains its main characteristics.
In socio-philosophical terms, the ethics of business communication is determined by the socio-economic system of society, the structure of its social organization and the dominant type of social consciousness. In a traditional society, the main mechanism of business communication is ritual, tradition
and
custom.
They are consistent with the norms, values and standards of ethical business communication.
The ethics of business communication should be taken into account in its various manifestations: in the relationship between the enterprise and the social environment; between enterprises; within one enterprise - between a manager and subordinates, between a subordinate and a manager, between people of the same status. The task is to formulate principles of business communication that would not only correspond to each type of business communication, but also would not contradict the general moral principles of human behavior.
The ethics of business communication should be based on coordination and, if possible, harmonization of interests . Naturally, if it is carried out by ethical means and in the name of morally justified goals.
Particular attention should be paid to the golden rule of communication ethics: “Treat others as you would like to be treated.”
In its negative form, as formulated by Confucius, it reads:
“What you do not wish for yourself, do not do to others.”
This rule also applies to business communication.
In business communication in the relationship of a manager to a subordinate, the golden rule of ethics can be formulated as follows: “Treat your subordinate the way you would like to be treated by a manager.” The art and success of business communication are largely determined by the ethical standards and principles that a manager uses in relation to his subordinates. Let's give moral standards
and
patterns of leadership behavior:
- Strive to turn your organization into a cohesive team with high moral standards of communication. Involve employees in the organization's goals. A person will only feel morally and psychologically comfortable when he identifies with the collective. At the same time, everyone strives to remain an individual and wants to be respected for who he is.
— If problems and difficulties arise related to dishonesty, the manager should find out its reasons. If we are talking about ignorance, then one should not endlessly reproach the subordinate with his weaknesses and shortcomings. Think about what you can do to help him overcome them. Rely on the strengths of his personality.
- If an employee does not comply with your order, you need to let him know that you are aware of this, otherwise he may decide that he tricked you. Moreover, if the manager has not made an appropriate remark to the subordinate, then he is simply not fulfilling his duties and is acting unethically.
— A remark to an employee must comply with ethical standards. Collect all information regarding this case. Choose the right form of communication. First, ask the employee himself to explain the reason for not completing the task; perhaps he will cite facts unknown to you. Make your comments one on one: the person's dignity and feelings must be respected.
- Criticize actions and deeds, not the person’s personality. Then, when appropriate, use the “sandwich” technique - hide the criticism between two complements.
End the conversation on a friendly note and take the time to talk to the person soon to show them that you don't hold a grudge.
- Never advise a subordinate on what to do in personal matters. If the advice helps, you probably won't be thanked. If it doesn’t help, all responsibility will fall on you.
- Don't play favorites. Treat employees as equal members and treat everyone with the same standards.
- Never give employees the opportunity to notice that you are not in control of the situation if you want to maintain their respect.
— Observe the principle of distributive justice: the greater the merit, the greater the reward.
— Encourage your team even if success is achieved mainly due to the success of the leader himself.
— Strengthen your subordinate’s self-esteem. A job well done deserves not only material, but also moral encouragement. Don’t be lazy to praise your employee once again.
— The privileges that you give yourself should extend to other members of the team.
— Trust your employees and admit your own mistakes in your work. Team members will still find out about them one way or another. But concealing mistakes is a manifestation of weakness and dishonesty.
- Protect your subordinates and be loyal to them. They will answer you in kind.
- Choose the right form of order, taking into account, first of all, two factors: 1) the situation, the availability of time for nuances, 2) the personality of the subordinate - who is in front of you, a conscientious and qualified worker or a person who needs to be pushed at every step. Depending on this, one should choose the most ethically acceptable standards of behavior and forms of command.
Order forms
can be: an order, a request, a request and an appeal to the so-called “volunteer”.
Order.
Most often it should be used in an emergency situation, as well as in relation to unscrupulous employees.
Request.
It is used if the situation is ordinary, and the relationship between the manager and the subordinate is based on trust and goodwill. This form allows the employee to express his opinion about the problem.
Question.
“Does it make sense to do this?”, “How should we do this?” It's best used when you want to spark discussion about how to do a better job or encourage an employee to take the initiative. At the same time, employees must express good will and be sufficiently qualified. Otherwise, some may perceive your question as a sign of weakness and incompetence.
Here are a few necessary ethical standards and principles that can be used in business communication between subordinates and managers:
— Try to help the manager in creating a friendly moral atmosphere in the team and strengthening fair relationships. Remember that your manager needs this first.
— Do not try to impose your point of view on the manager or command him. Make your suggestions or comments tactfully and politely. You cannot directly order him to do anything, but you can say: “How would you feel if ...?” etc.
— If any joyful or, on the contrary, unpleasant event is approaching or has already happened in the team, then it is necessary to inform the manager about it. In case of trouble, try to help ease the way out of this situation and offer your solution.
- Don’t talk to your boss in a categorical tone, don’t always say only “yes” or only “no.”
— An employee who always says yes becomes annoying and gives the impression of a flatterer. A person who always says “no” is a constant irritant.
- Be loyal and reliable, but don't be a sycophant. Have your own character and principles. A person who does not have a stable character and firm principles cannot be relied upon; his actions cannot be foreseen.
— You should not ask for help, advice, suggestions, etc. “over your head,” directly to your manager’s manager, except in emergency cases. Otherwise, your behavior may be perceived as disrespect or disregard for your boss's opinion or as doubting his competence. In any case, your immediate supervisor in this case loses authority and dignity.
— If you have been given responsibility, delicately raise the question of your rights. Remember that responsibility cannot be realized without an appropriate degree of freedom of action.
Ethics of business communication “horizontally”.
The general ethical principle of communication “horizontally,” that is, between colleagues (managers or ordinary members of the group), can be formulated as follows: “In business communication, treat your colleague the way you would like him to treat you.” If you find it difficult how to behave in a particular situation, put yourself in the shoes of your colleague.
In relation to fellow managers, it should be borne in mind that finding the right tone and acceptable standards of business communication with employees of equal status from other departments is a very difficult matter. Especially when it comes to communication and relationships within one enterprise.
Here are some principles of ethical business communication between colleagues:
- Do not demand any special treatment or special privileges from another.
— Try to achieve a clear division of rights and responsibilities in performing common work.
— If your responsibilities overlap with your colleagues, this is a very dangerous situation. If the manager does not differentiate your duties and responsibilities from others, try to do it yourself.
— In relations between colleagues from other departments, you should be responsible for your department yourself, and not blame your subordinates.
— If you are asked to temporarily transfer your employee to another department, do not send unscrupulous and unqualified employees there - after all, they will judge you and your department as a whole by him. Remember, it may happen that you will be treated in the same immoral way.
— Do not be biased towards your colleagues. As much as possible, discard prejudices and gossip when communicating with them.
- Call your interlocutors by name and try to do this more often.
- Smile, be friendly and use a variety of techniques and means to show a kind attitude towards your interlocutor. Remember, what goes around comes around.
- Don't make promises that you can't keep. Do not exaggerate your importance and business opportunities. If they don't come true, you will be uncomfortable, even if there were objective reasons for this.
- Don’t get into a person’s soul. At work, it is not customary to ask about personal matters, much less problems.
- Try to listen not to yourself, but to others.
- Don’t try to seem better, smarter, more interesting than you really are. Sooner or later everything will come out and fall into place.
- Send impulses of your sympathy - with a word, a look, a gesture, let the participant in the conversation understand that he interests you. Smile, look straight into the eyes.
- View your colleague as a person who should be respected in his own right, and not as a means to achieve your own goals.
Ethical standards of business communication and conduct should describe the overall framework and rules of ethics that the organization expects its employees to adhere to. These standards are developed to improve business communication at various levels and in various areas of the organization. The purpose of their creation is to establish a normal moral atmosphere and determine ethical recommendations when making decisions.
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More about business communication
There are several principles and rules of communication in a business environment, adherence to which will make your interaction with colleagues and partners more successful:
- The ability to empathize and put oneself in another person’s place, that is, empathy.
- Acceptance of another employee, regardless of his goals and views, showing goodwill.
- Preserving your individuality when communicating with other people, that is, authenticity.
- The ability to clearly express your thoughts and answer questions honestly, to be specific.
- The courage to make decisions, to offer your own options for getting out of the situation - initiative.
- Directness in actions and words, that is, spontaneity.
- The belief that sincere relationships improve interactions between people - openness.
- The ability to express your thoughts and emotions. Accepting emotional expressions from people around you. The ability not to hurt their feelings.
- The ability to extract experience from various life situations, to soberly perceive criticism, but to be the author of one’s own assessment of oneself (self-knowledge).
- Willingness to provide assistance at any time, high degree of involvement in the situation.
- Responsibility for your decisions and actions.
psychology of communication lesson plan on the topic
Content:
1. What rules must be followed in dialogic communication?
2. What does the word “etiquette” mean? Formulate the basic principles of business etiquette.
3. List strategies for dealing with conflict. Give examples of each.
4. Indicate which positions must be taken into account when conducting a business conversation:
a) ethical standards and rules;
b) the premises should not interfere with the establishment of an atmosphere of trust;
c) the initial phase of the conversation sets the tone for the entire subsequent conversation.
5. Define the concepts “kinesics”, “proxemics”, “takesics”. Give examples of each concept.
-1-
Dialogical communication is an alternative to imperative and manipulative types of interpersonal communication. It is based on the equality of partners and allows you to move from a focus on yourself to a focus on your interlocutor, a real communication partner.
Dialogue is possible only if a number of rules of relationship are observed:
• psychological attitude towards the emotional state of the interlocutor and one’s own psychological state (communication according to the “here and now” principle, i.e., taking into account the feelings, desires, physical state that the partners are experiencing at this particular moment);
• trust in the partner's intentions without assessing his personality (principle of trust);
• perception of a partner as an equal, having the right to his own opinion and his own decision (the principle of parity);
• communication should be aimed at common problems and unresolved issues (principle of problematization);
• the conversation must be conducted on one’s own behalf, without reference to other people’s opinions and authorities; you should express your true feelings and desires (the principle of personification of communication).
Dialogical communication presupposes an attentive attitude to the interlocutor and his questions.
According to its purpose, communication is multifunctional. There are five main functions in psychology:
1. The pragmatic function of communication is realized through the interaction of people in the process of joint activity.
2. The formative function manifests itself in the process of human development and his formation as an individual.
3. The function of confirmation is that only in the process of communicating with others can we understand, know and affirm ourselves in our own eyes. Signs of confirmation include introductions, greetings, and attention.
4. The function of organizing and maintaining interpersonal relationships. During communication, we evaluate people, establish emotional relationships, and the same person in different situations can cause different attitudes. Emotional interpersonal relationships occur in business communication and leave a special imprint on business relationships.
5. The intrapersonal function of communication is dialogue with oneself. Thanks to this function, a person makes decisions and performs significant actions.
In addition, there are several types of communication, among which the following can be noted:
1. “Mask contact.” In the process of communication, there is no desire to understand a person, his individual characteristics are not taken into account, therefore this type of communication is usually called formal. During communication, a standard set of masks is used that have already become familiar (severity, politeness, indifference, etc.), as well as a corresponding set of facial expressions and gestures. During a conversation, “common” phrases are often used to hide emotions and attitudes towards the interlocutor.
2. Primitive communication. This type of communication is characterized by “need”, i.e. a person evaluates another as a necessary or unnecessary (interfering) object. If a person is needed, they actively come into contact with him; if he is not needed, he is in the way—they are “pushed away” with harsh remarks. After receiving what they want from a communication partner, they lose further interest in him and, moreover, do not hide it.
3. Formal-role communication. In such communication, instead of understanding the personality of the interlocutor, they make do with knowledge of his social role. In life, each of us plays many roles. A role is a way of behavior that is set by society, so it is not typical for a salesman or a savings bank teller to behave like a military leader. It happens that during one day a person has to “play” several roles: a competent specialist, colleague, manager, subordinate, passenger, loving daughter, granddaughter, mother, wife, etc.
4. Business communication. In this type of communication, the personality characteristics, age, and mood of the interlocutor are taken into account, but the interests of the case are more important.
5. Social communication. Communication is pointless, people say not what they think, but what is supposed to be said in such cases. Politeness, tact, approval, expression of sympathy are the basis of this type of communication.
Communication is carried out using verbal (verbal) and non-verbal means.
The study of the communication process showed how complex and diverse this phenomenon is and made it possible to identify a communication structure consisting of three interconnected parties:
1) communicative, which manifests itself in the mutual exchange of information between partners in communication, transfer and reception of knowledge, opinions, feelings;
2) interactive, which consists in organizing interpersonal interaction, i.e. when communication participants exchange not only knowledge, ideas, but also actions;
3) perceptual, which manifests itself through people’s perception, understanding and assessment of each other.
-2-
Etiquette is a word of French origin meaning manner of conduct. Italy is considered the birthplace of etiquette. Etiquette prescribes standards of behavior on the street, in public transport, at a party, in the theater, at business and diplomatic receptions, at work, etc.
This word came to us from medieval France. Louis XIV outlined the rules of communication for them.
Literally translated into Russian, “etikuette” means “label.” In the “Soviet Encyclopedic Dictionary”, published in 1985. the following definition is given: Etiquette (French etiquette) is an established procedure for behavior somewhere.
Business etiquette is a set of rules of behavior in business and official relationships. It is the most important aspect of the morality of professional behavior of a business person.
Although etiquette presupposes the establishment of only external forms of behavior, without internal culture, without observing ethical standards, real business relationships cannot develop. Jen Yager, in her book Business Etiquette, notes that every etiquette issue, from bragging to gift exchange, must be addressed in the light of ethical standards. Business etiquette prescribes compliance with the rules of cultural behavior and respectful attitude towards people.
Jen Yager has formulated six basic commandments of business etiquette:
1. Do everything on time. Being late not only interferes with work, but is also the first sign that a person cannot be relied on. The “on time” principle applies to reports and any other tasks assigned to you.
2. Don't talk too much. The meaning of this principle is that you are obliged to keep secrets of an institution or a specific transaction as carefully as you keep secrets of a personal nature. Never tell anyone what you sometimes hear from a colleague, manager or subordinate about their personal life.
3. Be kind, friendly and welcoming. Your clients, clients, customers, colleagues or subordinates can find fault with you as much as they want, it doesn’t matter: you still have to behave politely, affably and kindly.
4. Think about others, not just yourself. Attention should be shown not only in relation to clients or customers, it extends to colleagues, superiors and subordinates. Always listen to criticism and advice from colleagues, superiors and subordinates. Don't immediately start snapping when someone questions the quality of your work, show that you value other people's thoughts and experiences. Self-confidence shouldn't stop you from being humble.
5. Dress appropriately.
6. Speak and write in good language.
Etiquette is expressed in a variety of aspects of our behavior. For example, a person’s various movements and postures that he takes can have etiquette meaning. Compare the polite position facing the interlocutor and the impolite position - with your back to him. This etiquette is called nonverbal (i.e., wordless). However, speech plays the most important role in the etiquette expression of relationships with people - this is verbal etiquette.
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Destructive conflicts are conflicts in which interpersonal connections are destroyed, work efficiency sharply decreases, and problem solving becomes impossible.
Constructive conflicts do not go beyond business relationships and involve five behavioral strategies: competition, cooperation, compromise, adaptation and avoidance.
1. Rivalry is an open “struggle” for one’s interests. This strategy is used when a person has a strong will, power and sufficient authority. However, competition rarely produces long-term results; the one who loses today may subsequently refuse to cooperate. Therefore, this strategy cannot be used in personal, close relationships.
2. Cooperation is the search for a solution that satisfies the interests of both parties. This strategy leads to success in business and personal life, since in the process of resolving conflict there is a desire to meet the needs of everyone. Experts recommend starting this strategy with phrases like: “I want a fair outcome for both of us,” “Let’s see what we can do to get what we both want,” etc.
It has been proven that when both sides win, they are more likely to implement their decisions. Cooperation presupposes the ability (desire) to restrain one’s emotions, explain one’s decisions (reason for demands) and listen to the other side. Through collaboration, joint work experience is acquired and listening skills are developed.
3. Compromise is the settlement of disagreements through mutual concessions. This strategy is effective when both parties want the same thing, but know for sure that at the same time their desires are impossible to fulfill (for example: the desire to occupy the same position).
As a rule, a compromise allows you to gain at least something rather than lose everything, and makes it possible to develop a temporary solution if there is no time to develop another.
4. Avoidance is the desire to get out of a conflict without resolving it, without insisting on one’s own, but also without giving in one’s own. This strategy is recommended to be used in cases where one of the parties feels that they are wrong or believes that there are no serious grounds for continuing contacts. Moreover, leaving or delaying suggests that during this time the situation can resolve itself or you can deal with it when you have sufficient information or the desire to resolve it.
5. Adaptation is a tendency to smooth out contradictions by sacrificing one's interests. If the other person’s need turns out to be more important than yours, and the feelings are stronger, then this strategy is the only one for resolving the conflict.
An accommodation strategy may be used if:
• you are not particularly concerned about what happened, and the subject of disagreement is not important to you;
• you realize that the truth is on your side;
• you feel that your chances of winning are minimal;
• you think that it is better to maintain a good relationship with your partner than to defend your own position.
It is clear that no single strategy for behavior in a productive conflict can be considered the best, so it is important to learn how to effectively use each of them, taking into account the circumstances and situation.
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Indicate which positions must be taken into account when conducting a business conversation:
a) ethical standards and rules;
A business conversation requires careful preparation and is based on ethical norms and rules.
b) the premises should not interfere with the establishment of an atmosphere of trust;
The correct choice of place for the conversation is of great importance, and it must be remembered that there should be no strangers in the room, and the interior of the room should help improve the emotional state and relieve fatigue and tension of the partners.
c) the initial phase of the conversation sets the tone for the entire subsequent conversation.
The beginning of the conversation influences its entire further course; The objectives of the initial stage are to establish contact with a partner, create a favorable atmosphere of mutual trust and respect, as well as attract attention and awaken interest in the problem.
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1) Kinesics studies the external manifestations of a person, including: facial expressions (movement of facial muscles), pantomime (body movement - posture, gait, poses), gestures and gaze.
1. Illustrative gestures - descriptive, pictorial and expressive gestures that accompany speech and lose meaning outside the speech context. With their help, the speaker tries to more deeply reveal the meaning of the statement, accompany the ongoing conversation at the moment, revealing its content in more detail. These are message gestures: pointers (“pointing finger”), pictographs, i.e. figurative pictures (“of this size and configuration”); kinetographs - body movements; "beat" gestures ("signal" gestures); ideographs, i.e., peculiar hand movements that connect imaginary objects together;
2. Regulatory gestures are gestures that express the speaker’s attitude towards something. These include a smile, a nod, the direction of gaze, purposeful movements of the hands;
3. Emblem gestures are unique substitutes for words or phrases in communication. For example, hands clenched together in the manner of a handshake at chest level mean in many cases “hello,” and raised above the head means “goodbye.”
4. Adapter gestures are specific human habits associated with hand movements. This can be: a) scratching, twitching of individual parts of the body; b) touching a partner; c) stroking, fingering individual objects at hand (pencil, button, etc.);
5. Gestures-affectors - gestures that express certain emotions through body movements and facial muscles [28, p. 22].
Gestures are an integral part of communication between people. With their help, we express our thoughts more vividly and emotionally.
2) Takeshika studies touch in the process of communication (handshake, kiss, touching, etc.).
Hugs, by the nature of the hug, their strength, and duration, determine the meaning of the feelings expressed by a person.
Bosom friends who have been separated for a long time almost strangle each other in a tight embrace when they meet. The lovers linger in a tender embrace for a long time. Hugs between distant relatives, depending on previously maintained contacts, can be either restrained, cold, or passionate. Between close people they have a soft, heartfelt meaning.
Such a means of non-verbal communication as hugs is more common among representatives of the stronger half of humanity; among women they are slightly less common. Nowadays you can see two teenage girls on the streets running towards each other with open arms. At this age, the frequency of such contacts, both between boys and girls, is expressive in nature, when you want to throw out an excess of joy, delight and admiration for the meeting. If you see same-sex couples slowly strolling along the sidewalk in entwined arms, this may involuntarily suggest a gay person.
Handshakes, as one of the means of non-verbal communication, also differ in the way they are performed, strength and duration. A strong, energetic shaking of the interlocutor’s hand, coupled with a joyful exclamation, speaks of the partner’s sincerity and his desire to continue the conversation. Wrapping your hands in the form of a “glove” also speaks of friendliness. But if they hold out a lifeless hand to you, like a dead fish, they don’t want to contact you.
A cold hand in a handshake can signal that its owner is either cold or very worried. Steamy palms indicate a nervous experience. A hand that is palm down in a handshake indicates a desire to dominate the other person. If, on the contrary, it is turned palm up, its owner unconsciously recognizes himself as subordinate to the interlocutor.
Patting on the back or shoulder is mainly characteristic of men. These nonverbal gestures are often interpreted as signs of friendship, concern, or encouragement. They can be seen in almost all age categories. Patting, as it were, demonstrates masculine strength and the willingness of its owner to come to the rescue.
Touch is common in the world of nonverbal communication. In educational activities, it helps to stop a mischievous person who has become mischievous, and in the case of a deaf person, to attract his attention. Different types of touch are an indicator of the partner’s unexpressed feelings. They can be gentle, affectionate, light, strong, rough, wounding, etc.
Kissing, as a type of tactile gesture, is widely used in all aspects of human life. In relation to a specific object, the nature of kissing changes. The mother kisses the child tenderly and lovingly, between loving people they can vary from a light touch of lips to a passionate kiss. Kisses can be both sincere expressions of feelings and formal, cold, traditional
3) Proxemics studies the location of people in space when communicating (distance to the interlocutor, personal space, etc.).
Each person, for his normal existence, believes that a certain volume of space around him is his own and considers the violation of this space as an invasion into his inner world. Therefore, communication between people always takes place at a certain distance from each other, and this distance is an important indicator of the type, nature and breadth of relationships between people. Each person subconsciously sets the boundaries of his personal space.
E. Hall, as a result of his observations, identified four communication zones:
1. Intimate is the distance to which friends, relatives, and close people can approach each other. On average, this distance between interlocutors is no more than half a meter.
2. Personal zone - on average, from half a meter to a meter. At such a distance, people who know each other well, as well as people who are in informal professional relationships, communicate.
3. The social zone is the distance between interlocutors, equal to one to three meters. At such a distance, colleagues who are not on friendly terms and unfamiliar people can communicate with each other.
4. Public area - the distance between interlocutors exceeds three meters. This is a distance sufficient to say hello or come closer to each other, or disperse. Usually, strangers prefer to be at this distance from each other, especially indoors.
Choosing an interpersonal space is a difficult matter. The distance at which you approach the interlocutor should not be too large or too small.
Usually our intimate area is violated by one person or another for two reasons. The first is when the “violator” is our close relative or friend, or a person with sexual intentions. The second is when the “intruder” shows hostility and is inclined to attack us. If we can tolerate the intrusion of strangers into our personal and social areas, then the intrusion of a stranger into our intimate area causes various physiological reactions and changes within our body. The heart begins to beat faster, adrenaline is released into the blood, and it flows to the brain and muscles as a signal of our body’s physical readiness for battle, i.e. alert.
This means that if you touch the arm or hug a person you have just met in a friendly manner, this may cause him or her to react negatively towards you, even if he or she smiles at you and, in order not to offend you, does she looks like she likes it.
The social zone is the distance we maintain when communicating with strangers. For example, a newly hired employee may at first think that the team treats him very coolly, but they simply keep him at a social distance because they don’t know him well. Once his colleagues get to know him better, the territorial distance between them is reduced, and eventually he is allowed to move within the personal zone, and in some cases penetrate into the intimate zone.
An exception to the rule requiring strict adherence to the distance zone are cases when a person’s spatial zone is determined by his social status. For example, a company manager and one of his subordinates may be fishing partners, and while fishing, they cross each other's personal and intimate zone. At work, the manager will keep him at a distance from the social zone, observing the unwritten rules of social stratification.
The public zone is the preferred distance when communicating with a large group of people, with a mass audience.
Most often, the public communication zone can be observed during secular or religious ceremonies, when the head of state or the head of a religious institution is at a respectful distance from most people
Bibliography:
1.Business culture and psychology of communication. G.M. Shelamova. 2007
2. Psychology of communication. Leontiev A. 2008
Basic qualities of a business person
You can also highlight the basic principles of effective communication that every business person should have. These include:
- work activity – creativity, initiative, love of work, diligence, ability to accept responsibility;
- sociability, friendliness, sensitivity and politeness towards people;
- in relation to oneself - modesty, self-discipline and the ability to self-criticize.
Psychological properties important for business communication include the following:
- high but adequate self-esteem;
- creative potential;
- the ability to quickly make adequate and effective decisions;
- the ability to speak to people in their language, insight;
- the ability to make and maintain useful business contacts;
- a useful habit of keeping your word;
- the ability to complete the work started;
- the ability to connect with people, hard work and resilience.
The following social skills are also required to survive in the business world:
- insight that will help you feel the situation and, based on it, establish contact;
- stimulate the partner’s speech activity;
- the ability to psychologically accurately determine the end point of communication;
- correctly predict your partner’s reaction;
- keep the initiative of the conversation in your hands, but at the same time tune in to the emotional tone of the interlocutor;
- provoke the emotional reactions you want from your partner;
- be able to overcome psychological barriers;
- correspond to the emotional state of the interlocutor or business partner;
- set goals and achieve them through mobilization.
Types: briefly
basic fundamental postulates in psychology are distinguished :
- determinism;
- reflections;
- activity;
- development;
- interdependence;
- systematic;
- individual approach;
- uniformity.
Determinism
The principle of determinism was formulated by the outstanding philosopher K. Marx and states: the psyche is a product of human activity, which is also capable of changing it.
Features of the mental structure of a person have their own reasons: physiological, anatomical, genetic, social, everyday.
Through development in these areas, the psyche acquires its own specific traits , some of which are inherent in the personality from the very beginning and predetermine a certain vector for the formation of a psychological portrait.
The main causative factor in this case is social contacts and the environment, starting from early childhood. Communication in the family, educational and work teams even modifies some natural characteristics.
is also true: these same innate characteristics can change the environment of the individual. Including the social environment.
The qualities of a leader or follower will highlight their role as a person in the team, which will be stimulated by this team, and therefore develop. Thus, all changes in the psyche are defined, but are plastic in relation to the surrounding world.
Reflection
The psyche is a vast field of activity in the surrounding world, a kind of mirror of the situations and environment in which a person finds himself.
Therefore, all changes in the surrounding world are somehow reflected in the psyche.
These changes are observed in a person from birth under the influence of everything with which he comes into contact.
A person perceives information using the senses: visual, auditory, tactile, taste sensitivity and processes it with the participation of the nervous system.
Some processes are realized consciously , forming volitional behavior, and some are perceived without direct control, developing subconscious reactions.
Reflexes, especially innate ones, are a kind of reflection of reality - they are the guardians of the genetic memory of the reflection of certain dangers that the human species had to face.
In the process of life and learning, new reactions are formed; they are also expressed using a speech system unique in the living world and conventional writing signs.
Individuals find self-reflection in creativity, giving out processed information about the world in conventional forms: literature, painting, art.
Development
This principle follows from the previous two: all forms of psychological behavior tend to develop.
Development reflects the impermanence of all psychological phenomena, thus they can only be determined in a specific period of time, after which a new phenomenon may appear as a consequence of this development.
It is customary to distinguish more and less stationary aspects of personality. However, they are subordinate to the adaptation mechanism: even powerful moral attitudes can change under the influence of long-term and difficult circumstances.
This is how personality deformation occurs. Development occurs both in a positive direction, improving the adaptive potential of the psyche, and in a negative direction, which is also commonly called degradation . This path leads to the disintegration of personality.
Activity
The principle of activity clarifies the principle of reflection: all processes around a person are not only reflected in him, but are also selectively preserved depending on the direction of activity and the character of the person.
That is, selectivity in the reflection of information is manifested: from the perceived diversity of data, only aspects that are important for a particular individual remain in the psychological structure of the individual.
The rest loses its relevance and importance over time, and sometimes immediately after entering the brain . The characteristics of human memory and thinking are closely related to the processes of activity of mental processes.
Interdependence
This postulate refers to the vastness of connections between the mental characteristics and activities of the individual, as well as the surrounding world.
Features of behavior and character create a psychological portrait that affects the physical state (depressive reactions at the level of somatic diseases) and mental state (depression or inspiration).
The opposite also happens: the characteristics of mental reactions (willpower, self-control) can cause a lower pain threshold or prolonged physical work in difficult conditions for the body.
This is the so-called “internal” conditioning. However, it can also be external : it is associated with the interaction of the individual and the environment, which can itself change and change the person.
In these cases, the pendulum effect often works - a positive reaction, excitement or tension is always followed by relaxation, then the cycle repeats.
Systematicity
Mental activity is built on several levels by analogy with nervous activity . These levels include short-term reactions, patterns of behavior, personality traits, and so on.
The levels are hierarchically subordinated and are also formed dependently on each other. Also, the principle of systematicity reflects the close relationship of psychology as a science with other branches of knowledge: philosophy, medicine.
All these sciences operate systematically , explaining certain mental processes in the human body.
the principle of isomorphism was introduced , which was used by psychologists to clarify unity in psychology.
It means that processes in one area of activity or system, for example in the brain, equally influence activity as processes in the body itself, for example its physical state: health or disease.
Individuality
The key figure in psychology is personality. Each personality is original and unique, so the psychologist must find an individual approach to each client.
Within the framework of psychology, this approach acquires paramount importance and directs all the activities of the psychologist. The principle of individuality also explains the lack of clear classification criteria and the multitude of approaches and methods of therapy.
Why do we need business ethics?
If we talk about business ethics and ethics in general, we cannot help but pay attention to and discuss the topic of speech culture.
Knowledge of psychology and the rules of communication plays a significant role in building business relationships, as well as in the interaction of colleagues and work partners. If you have an idea of how to behave in a given environment, then, most likely, you will avoid many of the mistakes that are common to entrepreneurs. In order for your business to be successful, you need to thoroughly study the characteristics of the personal qualities that are necessary for management activities. Patterns of human behavior, opportunities for developing entrepreneurial potential, the psychology of working relationships, as well as technology for the survival of a business person in a competitive environment.
The subject of the study of ethics is the motives of a person’s actions, character and actions. In the business sphere, these are relationships between partners, as well as the reasons for success or lack thereof in personal activities.
Parity
At first glance, it may seem that in ordinary life careful adherence to the norms of decency is not so important, that only active people are faced with ethics and principles of communication, in particular. But sooner or later the understanding comes that a successful conversation and pleasure from it is impossible without observing the basics of ethics. The key point when communicating is maintaining parity, that is, accepting your partner’s interests, recognizing your equality to each other and maintaining a relaxed and easy atmosphere. Oddly enough, every person does not immediately realize the rule of parity - for some, the awareness of the need for this principle comes in childhood and is laid down by their parents, while for others they have to figure everything out with their own mind. The moral and ethical principles that a person observes are a litmus test of his unique qualities and level of development. They are the basis for the manner of speech, attitude towards opponents and interlocutors, and the key needs that are inherent in a particular person.
Components of moral health and principles of pedagogical communication
In the formation of the above principles, the main role is played by the so-called components of moral health, namely moral beliefs, traits, habits, abilities and actions. If for some reason a person has a high cultural level, then he is more likely to struggle with his negative inclinations, which will certainly affect the quality of his contacts with other people. Humanity is the main motive inherent in a person who observes ethical standards. Such a subject empathizes, sympathizes, shows kindness, mercy and decency. A person who interacts with a humane person feels significant and important to the interlocutor.
The basic rules and principles of communication include:
- showing mutual respect for each other;
- democratization and humanization of relations;
- tolerance, social justice and tolerance;
- objective and unbiased attitude towards the interlocutor;
- respecting boundaries and recognizing the personal dignity of each person;
- honesty in relationships;
- acceptance and understanding of the interests of the interlocutor.
If you begin to regularly use these simple norms and principles of communication with children and adults, you will soon notice how your level of interpersonal interaction has increased. You will also learn to better understand people and play out scenarios of possible developments in your head.
