Verbal communication techniques. Clothing as a way of non-verbal communication. Types of verbal communication

Verbal and non-verbal language of communication exist together and help to express not only verbally, but also emotionally. Every people on earth has its own specific gestures, which in different cultures Ah can mean completely opposite things. But, despite this, they can be divided into several groups that express a greeting, prohibition, distrust, approval or insult. You can also highlight:

• illustrating gestures - instructions, go-ahead, etc.;
• regulating gestures - nodding, waving the head, etc .;
• gestures-emblems - clenched hands denoting a greeting, etc.;
• adaptive gestures - touching, stroking, sorting through objects, etc .;
• gestures-affectors - express emotions;
• micro gestures - facial flushing, lip twitching, etc.

Another significant means of verbal and non-verbal verbal communication– . Thanks to her, a person, as it were, confirms or refutes the words spoken. Psychologists say that when you do not see the face of the interlocutor, you lose up to 15% of the necessary information. In this case, it would be appropriate to recall the communication option so popular today - social media, chat, etc. Very often, a written word can carry completely different information, and that’s all because you didn’t see the facial expressions of the person who wrote it. It helps to express emotional condition, for example, joy, anger, disappointment, etc.

In addition, verbal and not verbal ways communication must take into account the posture of the person. For example, when your interlocutor crosses his arms or legs during a conversation, this may indicate that he is trying to close himself from you, because he simply does not trust or is afraid. Thus, if you pay attention to the posture of a person, you can find out a lot of hidden information.

Particular attention must be paid to the look, it can be different:

1. If the gaze is fixed near the forehead of the interlocutor, then it implies a serious conversation and is called businesslike.
2. If the gaze of the interlocutor is located between the line of eyes and lips, then this option is called secular.
3. If the gaze of the interlocutor stopped in the area of ​​\u200b\u200bthe chest, neck or lips, then most likely it means sexual interest and is called intimate.
4. If the interlocutor looks at you askance, then this means that he is suspicious of you.

Even taking into account the significant difference between verbal and non-verbal communication, we can conclude that a person will not be able to get everything he needs and wants if he uses only one of the options. As they say, it is impossible to express all the information with gestures alone, and words without facial expressions and gestures are completely empty.

Psychologists say that when meeting a person most of all pays attention to non-verbal communication, and if, for example, facial expressions do not suit him, then whatever the interlocutor says, it will no longer matter to him.

Features of verbal and non-verbal communication

During a conversation, a person uses the mind and logic to understand incoming information, but intuition is needed to perceive non-verbal communication. Often, many people can lie with words, but emotions, that is, facial expressions and gestures, are almost impossible to hide.

In order to be a full-fledged member of society, interact with other people and achieve success, you need to master the means of communication, receive and transmit information, that is, communicate. The means of communication that a person uses are numerous and varied, but they can be combined into 2 groups: verbal and non-verbal.

Verbal or verbal communication is considered an exclusively human form of communication. Its main means are words that have their own meaning and endowed with meaning, as well as messages consisting of words - texts or sentences.

Of course, animals also exchange information in sound form. However, such communication, no matter how diverse it may be, is not speech, and the sounds made by animals do not denote objects or actions, but only convey a state, primarily an emotional one.

Speech and language: connection and differences

Speech and language are very close concepts, but not identical, although most people find it difficult to say what is the difference between speech and language. And here everything is very simple. Speech is the process of transmitting information, and language is the means by which this process is carried out.

Language as a product of society

Language is social, it is the result long-term development, originated and formed in society and is closely associated with a particular social environment. There are national languages ​​that originated in the distant past and over the course of many thousands of years have accumulated vast information about the history, culture, economy of the ethnic group, its mentality, lifestyle, and even geographical location. For example, in the language of the Sami, a northern people living in Norway and Finland, there are more than 100 words for snow and ice, and in the Eskimo language there are at least 500 of them. age groups horses uses more than 10 different words.

There are also so-called sublanguages: slangs and dialects. They are formed in separate territorial or socio-professional communities on the basis of the national. If dialects are no longer clearly expressed, then slangs are sometimes very peculiar in sound and meaning of words. For example, youth slang, student, slang for car enthusiasts, gamers, IT professionals, copywriters, etc.

The language is standardized both in terms of pronunciation and in terms of the order of words in a sentence. The rules of grammar and vocabulary are unshakable and must be followed by all native speakers, otherwise they risk being misunderstood.

Each word has a meaning, that is, a connection with an object, phenomenon or action. Remember how in S. Marshak's fairy tale "Cat's House" the cat explained to her guests: "This is a chair - they sit on it. This is the table - they eat at it. That is, she voiced the meanings of concepts. True, there are many words that are polysemantic or polysemantic (semantics is the science of meanings). So, the word "chair" can mean not only a piece of furniture. The words “key”, “pen”, “mouse”, etc. have several meanings.

In addition to meanings, the word also has a meaning, which often has an individual character. For example, the word "beauty" is not always praise, it can have a meaning that is just the opposite of the meaning. There are even more diverse meanings in integral statements, which often leads to problems in understanding people who seem to speak the same language.

Speech and its features

If the language is social, then speech is individual, it reflects the characteristics of the speaker: education, social affiliation, sphere of interests, emotional state, etc. The speech characteristics of a person make it possible to draw up his full-fledged psychological portrait.

The speech is literally full. The words we choose, the construction of sentences, and individual meanings depend on them. And speech is closely related to such non-verbal means as intonation, tone, volume, voice timbre.

Speech can be viewed as an activity related to the interaction of people. And since this interaction is diverse and diverse, speech also performs several functions:

• Communicative - the function of transmitting information, which is considered the main one.
• Expressive is expressed in the transfer of emotions.
• Encouragement - the impact on other people in order to encourage them to do something or prohibit something.
• Significative - the function of designation, manifested in the naming of objects, phenomena and actions. It is the presence of this function that speech fundamentally differs from the sound communication of animals.

Speech has a very high value in human communities, which is why it is so important that the child masters speech in time. And therefore, for quite a long time, the dumb were considered inferior and mentally retarded people. However, as psychologists and linguists have found out, with the help of verbal means in live interpersonal communication, people transmit no more than 20% of information. Marvelous? But it really is. But 80% is non-verbal communication.

Non-verbal means and their types

When it comes to non-verbal means of communication, they first of all remember gestures. However, gestures are a relatively small and "youngest" group of non-speech means. Many of them have been inherited from our animal ancestors and are of a reflex nature, so a person cannot control them.

Expressive reflex reactions

Such reflex reactions include expressive (expressive) movements - external manifestations those changes in the human body that accompany various emotional states. The best known and most notable expressive movements include the following:

• redness and blanching of the skin, accompanying feelings, anger or embarrassment;
• tremor - trembling of hands and feet, sometimes lips and vocal cords (fear, strong excitement);
• "Goosebumps" - a sensation associated with the excitation of hair follicles on the body (fear, arousal);
• change in pupil size: expansion - excitement associated with the release of adrenaline (fear, anger, impatience), and narrowing (dislike, contempt, disgust);
• galvanic skin reaction (increased sweating) accompanies strong excitement, excitement, often fear.

Since these non-verbal means are based on natural reflex reactions that a person cannot control, these means of communication are considered the most truthful and sincere. Simple observation will help you identify a person with the feelings that he is experiencing.

Olfactory means of communication

The oldest sources of information related to the human condition are olfactory means of communication. These are smells, first of all, the natural smell of a person. We have lost the ability of animals to navigate by smells, but they still influence the formation of attitudes towards other people, although we often do not notice this. Thus, it is traditionally believed that the smell of sweat is unpleasant, but this is not always true. For example, the sweat of a person who is in a state of sexual arousal is literally saturated with pheromones, and its smell can be very attractive to a member of the opposite sex.

Along with natural, artificial smells that create a mood, excite or relax have a certain meaning in communication. But the role of olfactory agents in communication is perhaps the least studied.

Facial expressions and pantomime

All the emotions and feelings that we experience are reflected in our behavior and the nature of the movements. It is enough to recall how a person's gait changes depending on his mood:

• Here is a smooth gait, a calm, peaceful person walks slowly, and the one who experiences a surge of vivacity, activity and positive moves confidently, strides widely and makes a go-ahead when walking, his shoulders are deployed - these are the movements of a successful, purposeful person.
• But if the mood is bad, and the emotional state is depressed, then we see how the gait becomes lethargic, shuffling, the arms hang limply along the body, and the shoulders droop. Frightened people try to shrink, seem smaller, as if hiding from the whole world, they pull their heads into their shoulders and strive to make a minimum of movements.

Along with dynamic pantomimic means, there are also static ones. These are poses. The position that a person occupies during a conversation can also say a lot not only about his mood, but also about his attitude to a partner, to the topic of conversation, to the situation as a whole.

Human movements are so informative that in social psychology there is a whole area that studies body language, and many books are devoted to it. Pantomime largely depends on the physiological state of the body, the change of which is influenced by emotions. However, these are not reflex movements, and knowledgeable person can learn to manage them - to demonstrate confidence in its absence or hide fear. This is taught to politicians, actors, businessmen and people of other professions where it is important to be able to provide. In this regard, non-verbal communication is more effective, since people believe less in words than in movements and gestures.

A person's face can express even more diverse nuances of emotions, because it contains about 60 facial muscles. They can convey the most complex and ambiguous emotional states. For example, surprise can be joyful, upset, frightened, wary, contemptuous, dismissive, arrogant, timid, etc. It is absolutely impossible to list, let alone describe, various facial expressions.

However, a person, as a rule, accurately guesses the meaning of facial movements and can be seriously offended by a partner, even if he did not say anything offensive, but his look was very eloquent. And children learn to "read" facial expressions from early childhood. I think many have noticed how the baby begins to cry when he sees the furrowed eyebrows of his mother, and blossoms into a smile in response to her smile.

A smile is generally unique, it stands apart among non-verbal means of communication. On the one hand, a smile belongs to innate reflex reactions; many higher animals, especially social ones, are able to smile: dogs, dolphins, horses. On the other hand, this facial reaction is so highly valued as a means of communication that people have learned to manage it and even put it at their service. Although an attentive person will still distinguish a sincere smile from a fake demonstration of teeth without caries.

Gestures

These are the most conscious and managed not verbal means. They are fully socialized and can even perform iconic functions. The simplest example of such sign gestures is numbers that are shown with fingers. But there are many other signifying gestures: pointing, forbidding, inviting, gestures of consent, denial, commands, obedience, etc.

The peculiarity of gestures is that they, like the words of a formal language, belong to a certain society or ethnic group. Therefore, people often talk about sign language. At different peoples the same thing can mean different gestures. And the same gesture often has a completely different meaning.

For example, big and forefinger, connected in a ring, in the tradition that came to Europe from the USA, means “OK” - everything is in order. And in Germany and France, the same gesture has almost the opposite meaning - “zero”, “empty”, “nonsense”; in Italy it is "belissimo" - great, and in Japan - "money". In some countries, for example, in Portugal and southern Africa, such a gesture is generally considered indecent, and in Tunisia and Syria it means a threat.

Thus, for normal mutual understanding, it is necessary to learn not only the language of the words of another people, but also the language of gestures, so as not to accidentally get into a mess.

Non-verbal means associated with speech

Among the means of communication, there are those that do not play an independent role and are closely related to speech activity. But they are also classified as non-verbal means. This is the intonation with which the statement is pronounced, the rise and fall of tone, pauses, volume and speed of speech. Such means also transmit information about the emotional state of a person. For example, the more excited and agitated a person is, the faster and louder his speech becomes, and an indecisive or frightened person is given out by a trembling voice and frequent pauses in speech. The intonation of speech is very important in communication, sometimes it is enough to understand what a person who speaks in an unfamiliar language wants to communicate. Paleolinguists believe that intonation as a means of communication arose even before the most articulate speech.

Having considered the main types of non-verbal means, it becomes clear not only how important they are, but also the fact that they permeate literally all levels of communication, and in interpersonal communication they can completely replace words, and then people are said to understand each other without words. It happens that your partner is offended and angry, and you, perplexed, ask: “Well, what did I say that made you offended?” So, he was offended not by those 20% of the information that you conveyed in words, but by those 80% that you demonstrated using non-verbal means: intonation, facial expressions, gaze, etc.

We tend to communicate with each other. Conversation is a process of exchanging opinions that are of interest to each other. It is impossible to imagine our life without it. There are verbal and non-verbal means of communication. In this article, we will focus on the first type in more detail.

If non-verbal communication is carried out through facial expressions and gestures, then with verbal communication it is much easier. With it, a person uses only words to exchange information with an interlocutor. So verbal communication broad sense is a process of information exchange between people, carried out by speech means.

People understand the meaning of verbal communication as opposed to non-verbal communication. After all, there is nothing complicated here. A person makes sounds from which words are obtained. If these words are interconnected in meaning, and the interlocutor understands the thought of his friend and answers him in the same way, then this is communication in a verbal way. There is nothing complicated here, is it?

Let's take a closer look at verbal and non-verbal communication, or rather, one of the myths that says that non-verbal contains much more more information than verbal. There is some truth in this, but more often it is not. There are times when people don't talk to each other. However, they show dissatisfaction or something else to the interlocutor with the help of a simple gesture or facial expressions.

In this case, this myth is justified. But for the most part, people communicate through conversation. As examples, a boss assigns a task to his subordinate or junior manager. In this case, do not pay attention to his gestures or facial expressions. Here it is necessary to catch the words, they are important sources information. Such communication is not an expression of one's own feelings, nor is it affiliative communication. So we considered verbal and non-verbal means of communication.

Communication rules

Verbal types of communication imply the observance of certain rules. Bring clarity to the conversation. It is necessary that the interlocutor understands you as best as possible, what you said to him and what you want. But this doesn't always work out. Many cannot immediately clearly and clearly form a sentence that will contain the main idea. Such verbal communication is unpleasant for the interlocutor.

He, in turn, ceases to perceive this information, begins to be distracted and “leave aside” what has been said. Therefore, it is necessary to constantly improve the quality of communication in a verbal way. You need to strive for the perfect conversation. Here are some tips to help you become a good conversationalist:

• Learn to speak correctly and as little as possible, but at the same time, without changing the meaning of the information brought. Speak clearly, clearly. the main idea must be correctly formulated.
• Follow the conversation of the interlocutor. And most importantly, listen carefully. Do not pretend that you are not listening to the person. In this case, he will lose interest in such communication and this will not lead to anything outstanding. Support him in different ways and do not move away from the conversation, do not get distracted. This is important to us.
• Be able to fully understand what you have been told. Not only the ability to listen correctly, but also to hear correctly. Understand that not all of us can clearly and briefly express the necessary thought, immediately start with the main thing. People do not always know how to communicate correctly, they start doing it from afar, and sometimes they miss the necessary thought. That's what you need to catch. Help such a person to understand what he said, help him understand his own words. It's important to the conversation.
• Rebuild what the interlocutor said in your head for yourself. That is, try to perceive these words personally for yourself.

More about verbal communication

Let's get back to verbal communication. So, verbal means of communication include speech and voice. We write a speech on a piece of paper, and sometimes we say it out loud to a friend, we can read a magazine without voicing it, or we just think about tomorrow and make some plan in our head. All this is speech.

It turns out that verbal communication is not only a conversation with an interlocutor, but also reading a book, speaking in front of an audience, and even your own thoughts expressed in words.

On the present stage development of the psychology of communication, we understand that it is not always possible to understand business man during verbal communication. As examples, relatives from South America or some other country. They can learn Russian and more or less navigate it, but they will not be able to understand some words with diminutive suffixes. For this purpose, experts have created some rules that apply to business verbal communication.

So, in modern Russian there are 5 text styles. These are such types as official business, scientific, colloquial and so on. All information transmitted by us to the interlocutor refers to one or another style of speech. AT scientific style speech should be logical and generalized, and in colloquial speech - this is the dialogue of two people, ordinary everyday conversations. Try to speak with your foreign guest in scientific language, without any interfluves and diminutive words.

Communication barriers

In communication between two business people, the verbal form is more often used. This is due to the fact that such people express their main thoughts briefly and clearly, using simple Russian, and not using any emotions and feelings. In the process of such business conversation it would be ridiculous not to know the rules of the Russian language, to make speech and stylistic mistakes. This is not the level where it is allowed. However, there are other problems that are called communication barriers:

• logic barrier. People have different types thinking. One is highly intelligent, and the second has a lower level of intelligence development. This is where the logical barrier comes in. People stop understanding each other.
• common sense barrier. The bottom line is people don't understand. different countries. Indeed, in different localities, the same words may have a different meaning, the problem is in the different tolerance of people and their understanding of the same word. For some, it may seem ordinary, but for others it may be considered hostile to themselves.
• phonetic barrier. Such a barrier is most common, as it is due to the defiant diction of the interlocutor, for example, or some kind of business accent. Try to eliminate this barrier from communication. Speak directly and clearly.

Communication levels

Verbal communication, like non-verbal communication, has its own characteristics, which we will talk about now. When talking to a person, pay attention to the distance at which you are from each other. We will look at some basic communication layers:

• Intuition (or, intuitive level). We are talking about a person who somewhere did not fully hear any news or misunderstood the essence of the information they read. He transforms it the way he wants it. Such a person will not always correctly understand a hint in his direction, especially a very subtle hint.
• ethical level. Here we are talking about non-verbal means of communication. If a business person has a well-developed intuition, then he will easily understand any gesture or facial expression of his interlocutor. So he will understand what is really about in question.
• physical level. It appears only when the distance between communicating people is small enough. It is carried out due to any kind of touch. It is enough to pay attention to the frequent heartbeat or the manifestation of any emotions in a person, and much can be understood from this information.

Features of communication at the verbal level

The most important feature verbal communication lies in the fact that it is peculiar only to man. The condition for such verbal communication is language acquisition. Due to this, much more information is transmitted with verbal communication than with non-verbal communication. But it will not be possible to completely exclude the non-verbal component in everyday life, no matter how much we would like to. When talking, some feelings, emotions still appear, facial expressions change. It is impossible to do without it.

In the course of even a short business communication it is easy to find out what level of intelligence the interlocutor has. This is followed by a determination of his position in society. Through communication, we influence other people in a direct way. And imagine that in most cases, growth through the ranks, that is, career business man depends on communication. And gestures or facial expressions in this case, it is almost impossible to express. Be able to speak, use verbal rather than verbal ways. We do not pay attention to other types.

Sometimes we meet new people whom we have never encountered before in our life. It doesn't matter if the meeting is scheduled or random. The first thing we pay attention to is the appearance of a business person. How he looks, what he is wearing, what perfume and how he behaves.

The next stage of familiarization is already connected with communication. And often at this stage the idea of ​​a person changes. Before that, everything could have been fine, but after hearing his speech, it immediately becomes clear that there is no desire to continue such communication, and negative things happen. The main thing is that you yourself do not find yourself in such a situation, in the place of this person. Watch your speech, speak correctly and understandably for others.

In the process of verbal communication, as a rule, a set of means of communication is used: verbal(verbal) - words, phrases, sentences; non-verbal(non-verbal) - facial expressions, gestures, postures, intonation, etc. Scientists suggest that verbal (verbal) communication in a conversation takes less than 35%, and more than 65% of information is transmitted non-verbally.

Verbal communication is communication using words, the content of information is transmitted using language. As you know, the word is one of the most important elements of influencing people, in particular, colleagues and subordinates. Speech can evoke both positive and negative emotions leading to changes in mood and performance. Therefore, a specialist of any level should definitely master rhetoric, that is, the art of conducting a conversation. Lack of mastery of this art is one of the reasons for the failures of managers and specialists in the team.

Verbal speech impact involves taking into account the following factors:

With observance communicative norm:

Observe the norms of speech etiquette;

Observe the norms of the culture of speech;

To contact with an interlocutor:

Make a favorable external impression;

Talk less yourself, let the interlocutor talk about himself;

Enlarge the interlocutor;

Lower yourself in the eyes of the interlocutor (“the principle of the yoke”, it is not necessary to pull the interlocutor up, lower yourself a little in his eyes);

Speak compliments;

Identify your interests with the interests of the interlocutor;

Be interested in the problems of the interlocutor;

Remember positive experiences;

With content :

Speak on a topic that interests or should interest the interlocutor;

Communicate more positive information;

Minimize negative information;

Do not give advice unless you are asked (if advice is still necessary, dress it in the form of care);

Refer to the interlocutor more often (“the law of the name”);

Give examples from life;

Use techniques that increase the persuasiveness of the information being communicated;

credibility, authenticity :

Presenting a fact as new ( recently installed..., I just read that..., yesterday it became known that...);

Presenting a fact as not immediately realized by the speaker himself ( I long time I didn’t believe in it myself ..., I doubted it for a long time... etc.);

Submission of the fact as established as a result of the experiments ( experimentally established ..., experiments have shown that ... etc.);

Submission of the fact as established by psychologists;

Submission of the fact as established by foreign scientists ( if we say that the fact was established by the French, Hungarians, Finns, etc., there will be no such effect in the Russian audience);

Submission of the fact as established by young scientists;

Mention that the fact is established by a professor or academician; mentioning the names of scientists who established this fact;

Reference to the fact that Peter I, I. the Terrible, Ya. the Wise, L. Tolstoy spoke about this;

A reference to the fact that this idea was known, this or that way or method was used by kings, pharaohs, great commanders of the past ( even Catherine the Second wrote in a letter to ..., all French kings, Russian princes always had ..., Alexander the Great always took into account... etc.);

Presenting a fact as one that was known for a long time, but remembered about it only now ( this method was used as far back as the 16th century ..., this was known back in the 19th century... etc.);

Personalize your ideas (personal reality phenomenon);

Speak: “I personally think ...”, “My opinion is this ...”, “I experienced it myself ...”, “One friend personally told me ...” etc.;

Give specific details, details;

Language design :

Vary the words you use;

Use synonyms, words and expressions that are close in meaning;

Use words that evoke images (instead of fatty food better to say butter, pork etc.);

Use colloquial speech, do not abuse book words;

Vary intonation, do not speak monotonously;

Keep the same pace with your partner;

Give a few numbers and round them up;

Manner :

Demonstrate friendliness, sincerity;

Inspiration;

Moderate emotionality;

Physical vigor, mobility;

O volume:

Be brief;

Speak less than the interlocutor;

Speak in short sentences;

R location information:

Give important information at the beginning and end;

Repeat several times in various places in speech and in different words;

Destination :

In a large audience it is necessary to speak more emotionally, in a small one - calmly and rationally;

With an unprepared audience and an underdeveloped person, one must speak slowly, use the form of questions and answers;

It is necessary to talk with women emotionally, give many examples, rely on everyday problems, consider one issue at a time;

It is necessary to speak rationally with men, not to draw conclusions for them, to use enumeration when presenting;

It is necessary to speak with a child briefly, quickly, rely on events, formulate all thoughts in words in an expanded form;

It is impossible to speak with people of the older generation at a fast pace, it is necessary to speak slowly, refer to their experience, provide references from authoritative people.

In business rhetoric, the following principles of speech influence are used: accessibility, associativity, sensory, expressiveness, intensity.

Accessibility implies the balance of the content of speech, taking into account the educational level of listeners, their social status and manufacturing experience.

Associativity means the challenge of empathy and co-reflection, which is achieved by appealing to the rational and irrational memory of the listeners. This is done with the help of tools such as music, videos, poetry, etc.

Sensory involves the use of color, sound, drawings, diagrams, etc. The more diverse their use, the more effective the process of mastering information.

Expressiveness implies emotional intensity of speech, expressiveness of facial expressions, gestures. All this enhances the process of speech perception.

Intensity is characterized by the rate of presentation of information. Consideration should be given to the temperament of people and their readiness to perceive specific type information.

Experts believe that for a good performance for one minute, 20 minutes of preparation are required. Preparation of a speech plan, selection of materials, elaboration of abstracts - the key to the success of the speech.

The modern audience does not accept a mentoring (edifying) tone - the conversation should go on an equal footing. In this case, the attention of the audience must be attracted immediately. The speech must be accompanied comparative materials, figures, facts, etc. An important element public speaking are answers to questions. Never shy away from them. Many people think that speech just shapes a person’s thoughts and serves as an auxiliary means of business communication. However, studies show that the results of business negotiations depend on the culture of speech, and in public speaking, the degree of the audience's conviction that your words are right.

Professional activity involves mastering the skills of rhetoric, that is, the skills of preparing and communicating to the audience the meaning of public speaking, regardless of the form (meeting, lecture, presentation, report, etc.).

In order to make our speech more expressive, vivid and emotional, it is necessary to use certain means:

Variation in the tone of the speech;

Emphasizing the main ideas;

Asking rhetorical questions during the speech;

Use of dialogue forms;

The inclusion of figurative comparisons, sayings, popular expressions, speech means of expressiveness (tropes and figures of speech), etc.;

Use of examples;

The use of repetitions.

It should be emphasized that oral speech differs from written text. This creates some problems in relation to the audience if the speaker is simply reading the text. At the same time, oral speech has an indisputable advantage over written speech, allowing you to reveal the speaker as a professional and an interesting speaker.

Non-verbal communication- this is communication with the help of non-speech sign systems, non-verbal means (gestures, facial expressions, signals of the appearance and behavior of the speaker, distance to the interlocutor, etc.). Non-verbal means of communication consist of non-verbal signals. Non-verbal signals are non-verbal, non-linguistic phenomena that carry information in the process of communication. A well-known researcher of non-verbal signals, Australian scientist A. Pease, claimed that there are at least 1000 non-verbal signals that are used by people.

Their role is very large: according to scientists, up to 60 - 70% of information in the process of communication is transmitted non-verbally. Of the two types of interpersonal communication - verbal (speech) and non-verbal - non-verbal communication is more ancient, while verbal communication is the most universal. Non-verbal communication is carried out always with personal contact. These means, as is known, can accompany speech, and can be used separately from verbal means.

Non-verbal communication can be represented as the following main systems: visual, acoustic, tactile, olfactory.

The visual system of communication includes gestures, facial expressions, gaze, spatio-temporal organization of communication, etc.

The acoustic system of communication uses such means as pauses, laughter, intonation, etc.

The tactile communication system is characterized by touching, shaking hands, hugging, etc.

The olfactory system is based on the perception of pleasant or unpleasant odors both the individual and the environment.

Specialists distinguish the following functions of non-verbal communication:

Expression interpersonal relationships;

Expression of feelings and emotions;

Management of verbal communication processes;

Exchange of rituals;

Regulation of self-presentations.

Each culture leaves its mark on non-verbal means of communication, therefore, for all mankind general norms no. The non-verbal language of another country has to be mastered in the same way as the verbal one. Non-verbal signs cannot be considered in isolation, since one gesture can have several meanings, another in this moment may mean nothing at all. Therefore, they must be read in a context where each complements, clarifies, and coordinates the others.

Non-verbal signs can be divided into three main groups: body language, paralinguistic aids, clothing and jewelry.

Non-verbal communication cues include:

- kinesics - posture, gesture, facial expressions, gait, visual contact (gaze, direction of gaze, frequency of contact);

- Takesika and extralinguistic system - handshake, kiss, pat, touch;

- prosodic - common name such rhythmic-melodic sides of the voice as pitch, loudness, timbre, stress force;

- proxemics - orientation, distance;

Appearance - clothes, hairstyle, etc.

Kinesics and forms of its manifestation:

Posture - the position of the body, typical for a given culture; poses can be: open, closed, authoritarian;

Facial expressions - the movement of the muscles of the face (mouth, eyes, eyebrows, forehead);

Look - the eyes speak of a disposition or disposition to communicate, send signals " feedback”, give out the partner’s mood;

The gait is symbolic, because it can be used to determine the emotional state of a person (anger, joy, pride, grief);

Gestures are dynamically expressive movements of the body.

Of particular importance in non-verbal communication have signals sent by the eyes and lips. The eyes transmit the most accurate and open of all human communication signals. In order to build a good relationship with your interlocutor, your gaze should meet his gaze about 60 - 70% of the time of communication. Eyes have a special way of self-presentation, the name of which sight . The latter can exercise strong psychological pressure and talk about a lot.

Consider the types of views and their interpretation:

Raise your head and look up: wait a minute, I'll think;

Head movement and frowning eyebrows: do not understand, repeat;

A smile, perhaps a slight tilt of the head: I understand, I have nothing to add;

Rhythmic nodding of the head: clear, I understand what you need;

A long fixed look into the eyes of the interlocutor: I want to subjugate myself;

Looking away: neglect;

Looking at the floor: fear and desire to leave.

In facial expressions, position is very important lips- Silent sources of emotional information. Smiling is indispensable in creating an attractive personal image, since it gives the preferred chances for trusting and friendly relationships in communication with those who use it.

Of great importance in communication are gestures. Receptivity to hand gestures is deeply rooted in the mind of the listener. In combination with words, gestures also speak, enhancing their emotional sound. They should be adequate to the content of the speech, correspond to it, properly emphasizing some semantic elements. The speaker should not specifically "invent" gestures, he is obliged to control them.

Basic gesture rules:

Gestures should be involuntary: resort to a gesture only as you feel the need for it;

Gesticulation should not be continuous: do not gesticulate with your hands throughout the speech. Not every phrase needs to be underlined with a gesture;

Manage gestures: a gesture should never lag behind the word it supports;

Make a variety of gestures: do not use the same gesture in all cases when you need to give expressiveness to words;

Gestures should be appropriate for their purpose: the number and intensity of gestures should correspond to the nature of the speech and the audience.

The extralinguistic system is the inclusion of pauses in speech, as well as various kinds of psychophysiological manifestations of a person: crying, laughter, coughing, sighing, spitting, “sound” kiss, etc. tactical means of communication include shaking hands, patting, touching, kissing. It has been proven that a person needs more than 20 "touches" per day, as they are a form of biological stimulation of communication.

To proxemic characteristics relate the orientation of partners at the time of communication relative to each other. Even the distance that people maintain when communicating already says a lot. The distance between the interlocutors depends on the age and gender of the communicants, and on the degree of acquaintance between them. Biological roots are also visible here (love - friendship - goodwill - malevolence - enmity). Usually it is not enough to “keep” a familiar person at arm's length. You can “get into confidence” by sitting closer and closer: remember the behavior of the Little Prince in relation to the Fox. By the way, intercultural differences in proxemics often lead to misunderstanding, to communication failures between politicians and businessmen.

Domestic and foreign psychologists distinguish four zones of communication in accordance with the distance between communicants (according to A. Piz):

Intimate zone (from 15 to 46 cm): a person allows only those who are in close emotional contact with him to enter this zone;

Personal zone (from 46 cm to 1.2 m): at this distance, communication takes place at official receptions and friendly parties;

Social zone (from 1.2 m to 3.6 m): this distance is maintained with strangers;

Public area (more than 3.6 m): this distance is usually maintained when communicating with big group people with an audience.

Thus, non-verbal communication helps to create an image of a partner, promotes the establishment of certain relationships, enhances the emotional atmosphere, and also acts as an indicator of the social-role relations of communicants.

A feature of non-verbal language is that its manifestation is due to the impulses of the human subconscious. A person who does not own the technique of controlling his non-verbal means of expression is not able to fake these impulses and trusts more language than non-verbal communication.

Proficiency in the language of non-verbal communication allows not only to better understand the interlocutor, but also to anticipate what kind of reaction a statement that has not yet been voiced will cause, to feel the need for changes to achieve the desired result. Non-verbal communication allows you to show the process of perceiving a speech, how signals are exchanged.

Each culture leaves its mark on non-verbal means of communication, therefore there are no general norms for all mankind.

Questions to control

1. What are verbal means of speech communication? What applies to them?

2. What should be considered in verbal communication?

3. What principles of speech influence should be taken into account in verbal communication?

4. Name the techniques that will help make oral speech expressive and emotional.

5. What are non-verbal means of speech communication? What applies to them?

6. What is the ratio of verbal and non-verbal means in speech communication?

7. In the form of what systems can non-verbal communication be represented?

8. What are the functions of non-verbal communication?

9. What are the main groups of non-verbal signs? What nonverbal cues does each group include?

10. What is the role of the gaze in non-verbal communication?

11. What is the role of gestures in non-verbal communication?

12. What role does distance play in the process of verbal communication? Name the main areas of communication in accordance with the distance between the communicants.

13. National specificity of non-verbal means of communication.

Human life in society is impossible without communication, it is not for nothing that these two words are so similar. Communication is both an exchange of information and a way of interaction, and separate view activities. Communication is at the core of interpersonal relationships. Verbal and non-verbal means of communication briefly contain the whole essence of successful communication.

Verbal communication

Characteristic

Verbal communication is communication through words. This includes written and spoken language. This type communication is the most rational and conscious. A person “thinks in words”, which means that speech is closely connected with thinking. Verbal communication includes four processes: speaking, listening, reading and writing.

Functions

Psychologists identify three main functions of verbal communication: informational, expressive, and the function of will expression.

Information function enables the exchange of information. Misunderstanding and misinterpretation of information generates conflicts. Therefore, the ability to correctly and clearly formulate your thoughts is so important. What a person says may be clear to him, but not clear to his interlocutor. Often, people who speak the same language put completely different meanings into the same words, and this creates problems in communication. The closer people are in a relationship, the less often they encounter this problem. It is not for nothing that people who easily understand each other are said to have “found a common language”.

Expressive (emotional) function associated with the possibility of emotional interaction. The language is rich in expressive and emotionally colored words. Suffice it to recall a literature lesson at school: epithets, comparisons, hyperbole - all this contributes to the transfer of emotions through words. Without emotions, people would turn into robots, and speech would be like technical guide. The more accurately a person can express his emotions with words, the more likely he is to be understood correctly.

The function of the will (effectiveness) associated with the ability of one person to influence the behavior of another. A well-spoken phrase can change a person's life. Communication is about persuasion and persuasion. Parents are looking for the right words to persuade the child to behave well. Managers communicate with subordinates, trying to organize their work as efficiently as possible. In both cases, the goal is the same - to influence the behavior of another person.

Another generally accepted system for classifying the functions of verbal communication:

• communicative (provides a full exchange of information between people);
• constructive (competent expression of thoughts);
• cognitive (acquisition of new knowledge, training of brain activity);
• contact-establishing (establishing connections between people);
• emotional (expression of feelings and emotions with the help of intonation);
• accumulative (accumulation and storage of knowledge for gaining experience and use in the future);
• ethnic (unity of people speaking the same language).

Usage

The richer the speech, the more convincing and interesting it is. In addition, it is necessary to develop the ability to listen and hear the interlocutor. In business communication, it is important to observe professional etiquette.

Non-verbal communication

Characteristic

Non-verbal communication includes gestures, facial expressions, postures, touch, distance. Non-verbal communication is less conscious: often people are completely unaware of and have no control over their body language. And at the same time, it is through “non-verbalism” that the true attitude of the speaker is felt.

Gestures represent movements of the body or its individual parts and can complement verbal speech, and in some situations completely replace words. Gestures include nodding the head, shrugging the shoulders, and in general any body movement that has a generally accepted meaning. Gestures can be classified into the following categories:

• Communicative (gestures of greeting, farewell, attracting attention, prohibitive, affirmative, negative, interrogative, and so on);
• Modal - expressing assessment and attitude (gestures of approval, satisfaction, trust and distrust, and the like);
• Descriptive - having meaning only in the context of speech utterance.

facial expressions- movements of the muscles of the face - reflects the emotions of a person. Facial expressions are universal for representatives of different cultures: people from the farthest corners of the planet are happy, sad and angry with exactly the same facial expression. Facial expressions and gaze are the most difficult to control.

According to its specificity, a look can be:

• Business - is fixed in the area of ​​\u200b\u200bthe forehead of the interlocutor, so it is easier to emphasize the seriousness of the atmosphere of business partnership;
• Social - concentrated in a triangle between the eyes and mouth, thus creating an atmosphere of easy secular communication;
• Intimate - not directed at the eyes of the interlocutor, but below the face - to chest level. Such a view indicates a great interest in communication;
• A sidelong glance is used to convey interest or hostility. To express interest, it is combined with slightly raised eyebrows or a smile. A frowning forehead or lowered corners of the mouth testify to a critical or suspicious attitude towards the interlocutor.

Pantomime- a complex component of non-verbal communication, which includes factors such as:

• Posture - the position of the body in space - reflects the attitude of a person to other participants in communication and to the situation as a whole. The posture can be open or closed. The closed posture is characterized by crossed arms or legs and indicates that the person does not want to communicate and is uncomfortable. With an open posture, a person demonstrates a willingness to communicate.
• Gait is a style of human movement, which includes the rhythm, amplitude and dynamics of the step. To create an attractive appearance the most preferable gait of a confident person is light, slightly springy. According to the gait of a person, one can draw conclusions not only about his character, but also about his mood and age.
• Posture - the position of the human body, which is regulated unconsciously, at the level of reflexes, usually posture allows you to understand the mood of a person, since it directly depends on his fatigue and condition. Incorrect posture acts repulsively on a subconscious level, which means that for effective communication it is very important to learn how to keep your back and head straight and use it in everyday life.
• Gross motor skills of the body are a very important factor in non-verbal communication. Excessive fussiness and nervousness of movements can irritate the interlocutor, you need to control the uniformity of body movements and not make unnecessary turns in different directions.

touch It's kind of an invasion of someone else's personal space. Touching is acceptable between close friends, family members, and in informal settings. In business communication, a handshake may be an acceptable touch. Handshakes are divided into 3 types: dominant (hand on top, palm turned down), submissive (hand below, palm turned up) and equal.

Distance between interlocutors shows the degree of their closeness. There are four intersubjective zones: intimate (up to 0.5 meters), personal (0.5 - 1.2 meters), social (1.2 - 3.5 meters) and public (more than 3.5 meters). Very close people communicate in the intimate zone, informal communication takes place in the personal zone, formal working relationships take place in the social zone, and performances in front of a large audience take place in the public zone.

In non-verbal communication, voice characteristics are distinguished separately - prosodic (height, volume of the voice, its timbre) and extralinguistic (inclusion of pauses and various non-morphological human phenomena in speech: crying, coughing, laughter, sigh).

Functions

Non-verbal communication complements, enriches, and sometimes completely replaces verbal communication. The very first films in the history of cinema did not have speech accompaniment (the so-called “silent cinema”) and everything that happened on the screen was transmitted through the movements and facial expressions of the actors. Pantomime is built on non-verbal means of communication - a separate type of stage art in which actors play their roles using "body language".

At the same time, non-verbal communication performs the same functions as verbal communication: it carries certain information, expresses emotions and is a means of influencing the interlocutor.

Usage

Mastering non-verbal means of communication is more difficult. Most often, people focus only on the verbal side of communication, ignoring their gestures, posture, facial expressions, pantomime. The person can talk about good attitude, but his body language will be aggressive. A person may call himself confident, but his posture and facial expressions will betray his fears and doubts.

When talking with people, you should pay attention to gestures and postures. It is good if during the conversation the hands are not hidden behind the back or in the pockets, but harmoniously complement the conversation with moderate gestures. Open palms are perceived as a sign of trust. In business communication, closed, too tense or too relaxed postures should be avoided. To maintain comfort in a conversation, it is important to maintain the correct distance. In business communication, the most appropriate distance between interlocutors is from 1.2 to 3.5 meters.

Understanding someone else's facial expressions helps to understand the emotions of another person. People are not always ready to talk about their emotions, but their facial expressions will display these emotions. It is much more difficult to control your own facial expressions than to notice someone else's. Therefore, the easiest way to master the verbal and non-verbal means of business communication is to develop inner confidence and goodwill. Then both speech and “body language” will harmoniously complement each other.