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Formation and development of non-violent communication skills in the educational environment. Forms of human interaction with the outside world. Personality. Individual. Subject. Universe. Individuality A specific form of interaction between a person and other people.

Communication is a specific form of human interaction with other people as members of society. Social relationships between people are realized in communication. p Sociability p Sociability p Communication p Communicative competence

Functions of communication: p p p p contact - establishing contact; informational - exchange of messages (information, opinions, decisions, plans, states); incentive - stimulating the activity of a communication partner, which directs him to perform certain actions; coordination - mutual orientation and coordination of actions to organize joint activities; understanding - not only adequate perception and understanding of the essence of the message, but also the partners’ understanding of each other; emotive - inducing the necessary emotional experiences and states from a communication partner, changing one’s own experiences and states with his help; establishing relationships - awareness and fixation of one’s place in the system of role, business, interpersonal and other connections; implementation of influence - a change in the state, behavior, personal and meaningful formations of the partner (aspirations, opinions, decisions, actions, activity needs, norms and standards of behavior, etc.).

The communicative aspect of communication consists of any type of exchange of information between interacting individuals. The structure of the communication process can be represented by the following elements: p a) communicator - a subject transmitting information; p b) communicator - a subject who receives information and interprets it; p c) communicative field - the situation as a whole in which information can be transmitted; p d) information itself; p e) communication channels - means of transmitting information (verbal and non-verbal).

Nonverbal communication p p p kinetics (expressive movements, including gestures, facial expressions, pantomime, gait); paralinguistics (system of vocalization of the voice, pauses, coughing, etc.); takeshika (handshake, pat on the back or shoulder, touching, kissing). visual contact (direction of gaze, its duration, frequency of contact). proxemics (norms for organizing space (orientation, distance, placement at the table) and time in communication);

Zones (distances) in human contact: p p Intimate zone (15 -45 cm), only close, well-known people are allowed into this zone, this zone is characterized by trust, a quiet voice in communication, tactful contact, touch. A personal or personal zone (45 -120 cm) for casual conversation with friends and colleagues involves only visual contact between partners maintaining a conversation. The social zone (120 -400 cm) is usually observed during official meetings in offices, teaching and other office premises, as a rule, with those who are not well known. The public zone (over 400 cm) implies communication with a large group of people - in a lecture hall, at a rally, etc.

The interactive aspect of communication (interaction) is the organization of interaction between those communicating. There are different types of interaction: - cooperation and competition, - coordinated interaction and conflict, - “helping behavior” (designed to help another) and behavior that “shatters” joint activity.

Methods of influence p p Infection is an unconscious, involuntary exposure of an individual to certain mental states. The higher the level of development of an individual or group, the less susceptible they are to the infection mechanism. Suggestion is the purposeful, unreasoned influence of one person on another or on a group. This is a method of manipulative influence on a person. Persuasion is based on using logical justification to achieve consent from the person receiving the information. Imitation is the reproduction by an individual of the traits and patterns of demonstrated behavior of an authoritative, significant person. As a result of imitation, group norms and values emerge.

The perceptual aspect of communication means the process of perceiving a friend by communication partners and establishing relationships and mutual understanding on this basis. The main mechanisms of mutual understanding in the process of communication are: p p p Identification is the mental process of assimilating oneself to a communication partner in order to cognize and understand thoughts and ideas. Empathy is the mental process of likening oneself to another person, but with the goal of “understanding” the experiences and feelings of the person being known. Reflection is an individual’s understanding of how he is perceived and understood by his communication partner

Stereotyping is the classification of forms of behavior and the explanation of their causes by attributing them to already known phenomena. p p p Anthropological stereotypes - assessment of the internal, psychological qualities of a person, assessment of his personality depends on the characteristics of his physical appearance Ethnonational stereotypes - assessment of a person is mediated by his belonging to a particular race, nation, ethnic group Social status stereotypes - assessment of personality depends on his social status Social -role stereotypes - assessment of personal qualities from his social role Expressive-aesthetic stereotypes - assessment of personality depends on the external attractiveness of a person Verbal-behavioral stereotypes are also associated with the dependence of personality assessment on external characteristics (expressive features, features of speech, facial expressions, pantomime, etc. .)

Types of communication: p p p p p Communication at the level of “mask” contact. By “mask” we mean a certain standard set of gestures, facial expressions, words, intonations. Primitive level of communication. A person is assessed from the point of view of need or uselessness, usefulness or uselessness, etc. Manipulative level of communication. Involves receiving benefits from the interlocutor. Formal-role level of communication. At this level of communication, each participant acts strictly in accordance with his social role and position. Secular level of communication. This level of communication is characterized by surface and pointlessness. People exchange phrases, words, exclamations, signs of attention in strict accordance with the generally accepted rules of a given society Business (professional) level of communication - conversation in the interests of business Creatively active level of communication. Open, trusting style of communication, productive exchange of thoughts, ideas, opinions, judgments, developments. Friendly level of communication. Characterized by maximum openness, sincerity, trust, emotional empathy, sympathy, as well as readiness for mutual support and assistance. Confidential level of communication. This level of maximum openness and intimacy between people requires the utmost sincerity and trust in each other. People are connected by common high moral goals and humanistic ideals

Introduction.
Man is a social being, his life and development are impossible without communication and interaction with people. Social psychology studies how people communicate and interact with each other, what they think about each other, how they influence and treat each other, and how social conditions influence people's behavior.
To structure numerous research results on interpersonal interaction, a systematic approach is used, the elements of which are the subject, the object and the process of interpersonal interaction.
In terms of content, three main tasks of interpersonal interaction are considered: interpersonal perception and understanding of a person, the formation of interpersonal relationships and the provision of psychological influence.
The effectiveness of perception is associated with socio-psychological observation - a personality trait that allows it to capture subtle, but essential for his understanding, features in a person’s behavior.
The characteristics of the perceiver depend on gender, age, nationality, temperament, state of health, attitudes, communication experience, professional and personal characteristics, etc. Women, compared to men, more accurately identify emotional states and interpersonal relationships of people. With age, emotional states are more easily differentiated. A person perceives the world around him through the prism of his national way of life. Those people who have a higher level of social intelligence are more successful in identifying various mental states and interpersonal relationships.
The object of knowledge is both the physical and social appearance of a person. During perception, the initial physical appearance is recorded, which includes anatomical, physiological, functional and paralinguistic characteristics. Clear emotions are easy to differentiate, but mixed and weakly expressed mental states are much more difficult to recognize.
Social appearance presupposes the social design of appearance, speech, extralinguistic, proxemic and activity characteristics. Social appearance includes a person’s clothing, shoes, jewelry and other accessories. Proxemic features of communication refer to the distance between the communicators and their relative position. Extralinguistic features of speech presuppose the originality of the voice, timbre, pitch, etc. When perceiving a person, social characteristics, compared to physical appearance, are the most informative.
The process of human cognition includes mechanisms that distort ideas about what is perceived, mechanisms of interpersonal cognition, feedback from the object, and the conditions in which perception occurs. Mechanisms that distort the emerging image of what is perceived limit the possibility of objective knowledge of people. The most significant of them are: the mechanism of primacy, or novelty; projection mechanism; mechanism of stereotyping; mechanism of ethnocentrism.
To perceive a person and understand him, the subject unconsciously chooses various mechanisms of interpersonal cognition. The main mechanism is the interpretation (correlation) of personal experience of knowing people in general with the perception of a given person. The identification mechanism in interpersonal cognition represents the identification of oneself with another person. The subject also uses the mechanism of causal attribution (attributing to the perceived certain motives and reasons that explain his actions and other characteristics). The mechanism of reflection of another person in interpersonal cognition includes the subject’s awareness of how he is perceived by the object. In interpersonal perception and understanding of an object, there is a fairly strict order of functioning of the mechanisms of interpersonal cognition.
In the course of interpersonal cognition, the subject takes into account information coming to him through various sensory channels, indicating a change in the state of the communication partner. Feedback from the object of perception performs an informative and corrective function for the subject in the process of perceiving the object.
The conditions for the perception of a person by a person include situations, time and place of communication. Reducing the time when perceiving an object reduces the ability of the perceiver to obtain sufficient information about it. With prolonged and close contact, evaluators begin to show condescension and favoritism.

Functions and structure of communication.
Communication is a specific form of human interaction with other people as members of society; social relationships between people are realized in communication.
There are three interconnected sides in communication: the communicative side of communication consists of the exchange of information between people; the interactive side consists in organizing interaction between people, for example, you need to coordinate actions, distribute functions or influence the mood, behavior, beliefs of the interlocutor; the perceptual side of communication includes the process of communication partners perceiving each other and establishing mutual understanding on this basis.
The communication procedure includes the following stages:
1. The need for communication (it is necessary to communicate or find out information, influence the interlocutor, etc.) – encourages a person to come into contact with other people.
2. Orientation for communication purposes, in a communication situation.
3. Orientation in the personality of the interlocutor.
4. Planning the content of your message - a person imagines (usually unconsciously) what exactly he will say.
5. Unconsciously (sometimes consciously) a person chooses specific means, phrases that he will use, decides how to speak, how to behave.
6. Perception and assessment of the interlocutor’s response, monitoring the effectiveness of communication based on establishing feedback.
7. Adjustment of direction, style, communication methods.
If any of the links in the act of communication is broken, then the speaker will not be able to achieve the expected results of communication - it will be ineffective. These skills are called “social intelligence”, “practical-psychological intelligence”, “communicative competence”, “communication skills”.
Communication is the process of two-way exchange of information leading to mutual understanding. To ensure the success of communication, you need to have feedback on how people understood you, how they perceive you, and how they relate to the problem.
Communicative competence is the ability to establish and maintain necessary contacts with other people. Effective communication is characterized by: achieving mutual understanding between partners, a better understanding of the situation and the subject of communication. Communicative competence is considered as a system of internal resources necessary for building effective communication in a certain range of situations of interpersonal interaction.

Psychology of human interaction.
As a cell of analysis of social psychology, the situation of interaction between two or more people is considered.
Interaction is the action of individuals directed towards each other. Such an action can be considered as a set of methods used by a person to achieve certain goals - solving practical problems or realizing values.
Social life arises and develops due to the presence of dependencies between people, which creates the preconditions for the interaction of people with each other. People interact because they depend on each other. Social connection is the dependence of people, realized through social action, carried out with a focus on other people, with the expectation of a corresponding response from the partner. In social communication we can distinguish:
- subjects of communication (two people or thousands of people);
- subject of communication (what the communication is about);
- mechanism for regulating relationships.
Termination of communication can occur when the subject of communication changes or is lost, or when the participants in the communication disagree with the principles of its regulation. A social connection can act in the form of social contact (the connection between people is superficial, fleeting, the contact partner can easily be replaced by another person) and in the form of interaction (systematic, regular actions of partners aimed at each other, with the goal of causing a very specific response from side of the partner, and the response generates a new reaction of the influencer). Social relations are a stable system of interaction between partners, which has a self-renewing character.

Interpersonal relationships.
The lifelong dependence of people on each other places the problem of human relationships at the very core of human existence. People have a strong need for affiliation: to enter into long-term, close relationships with other people that guarantee positive experiences and results.
This need, being determined by biological and social reasons, contributes to human survival:
- our ancestors were bound by a mutual guarantee that ensured group survival (both in hunting and in the construction of houses, ten hands are better than one);
- social connection between children and the adults raising them mutually increases their vitality;
- having found a soul mate - a person who supports us and whom we can trust, we feel happy, protected, resilient;
- having lost a soul mate, adults feel jealousy, loneliness, despair, pain, anger, isolation, and deprivation.
Man is truly a public, social being, living in conditions of interaction and communication with people.
We can distinguish various forms of interpersonal interaction: affection, friendship, love, competition, care, pastime, surgery, play, social influence, submission, conflicts, ritual interaction, etc. Various forms of human interaction are characterized by specific positions.
Ritual interaction is one of the common forms of interaction, which is built according to certain rules, symbolically expressing real social relations and the status of a person in a group and society. Ritual acts as a special form of interaction, invented by people to satisfy the need for recognition. Ritual interaction comes from the “parent-Parent” position. Ritual reveals the values of the group; people express through ritual what touches them most, what constitutes their social value orientations.
Ritual actions are important for ensuring continuity between different generations in a particular organization, for maintaining traditions and passing on accumulated experience through symbols. Ritual interaction is both a kind of holiday that has a deep emotional impact on people, and a powerful means of maintaining stability, strength, continuity of social ties, a mechanism for uniting people, increasing their solidarity. Rituals, rituals, and customs are capable of being imprinted on the subconscious level of people, ensuring the deep penetration of certain values into group and individual consciousness, into ancestral and personal memory.
Ritual is a rigidly fixed sequence of transactions, with transactions being made from the Parent position and facing the Parent position, allowing people to feel recognized. If a person’s need is not fulfilled, then aggressive behavior begins to develop. The ritual is precisely designed to remove this aggression, to satisfy the need for recognition at least at a minimum level.
In the next type of interaction – operations – the transaction is carried out from the “Adult-Adult” position. We encounter operations every day: these are, first of all, interactions at work, school, as well as cooking, apartment renovation, etc. Having successfully completed an operation, a person confirms his competence and receives confirmation from others.
Labor interaction, distribution and performance of professional and family functions, skillful and effective implementation of these responsibilities - these are the operations that fill life.
Competition is a form of social interaction in which there is a clearly defined goal that must be achieved, all the actions of different people are correlated with each other taking into account this goal in such a way that they do not come into conflict; at the same time, the person himself does not come into conflict with himself, adhering to the attitude of another team player, but nevertheless, the person has an inherent desire to achieve better results than other team members. Since a person accepts the attitudes of other people and allows this attitude of others to determine what he will do in the next moment, taking into account some common goal, since he becomes an organic member of his group, society, accepting the morality of this society and becoming a significant member of it.
In a number of cases, a person, being with other people in the same room and performing seemingly joint activities, mentally remains in a completely different place, mentally talks with imaginary interlocutors, dreams about his own - such a specific interaction is called leaving. Caregiving is a fairly common and natural form of interaction, but it is still more often resorted to by people with problems in the area of interpersonal needs. If a person has no other forms of interaction left except care, then this is pathology-psychosis.
The next type of approved fixed interactions is pastime that provides at least a minimum of pleasant sensations, signs of attention, “stroking” between interacting people. Pastime is a fixed form of transactions designed to satisfy people's need for recognition. During such pastimes, partners and the prospects for developing relationships with them are assessed.
Sustainable interaction between people can be determined by the emergence of mutual sympathy - attraction. Close relationships that provide friendly support and feeling are associated with feelings of happiness. Studies have shown that close, positive relationships improve health and reduce the likelihood of premature death.
If two or more people have a lot in common, a factor of intimacy is formed; if their connections improve, they do nice things for each other, sympathy is formed; if they see merit in each other, recognize the right for themselves and others to be who they are, respect is formed. Forms of interaction such as friendship and love satisfy people's need for acceptance. Friendship and love are superficially similar to pastime, but there is always a clearly fixed partner for whom sympathy is felt. Friendship includes the factor of sympathy and respect; love differs from friendship by its enhanced sexual component.
A game is a distorted way of interaction, because all a person’s interpersonal needs are transformed into one - the need for control, and then the person resorts to force if he wants recognition, resorts to force if he wants acceptance. Regardless of the type of need and life situation, the game offers only a forceful solution. Games are a stereotypical series of interactions leading to a predetermined predetermined result; they are a series of manipulations that are designed to change the behavior of another person in the direction desired by the initiator of transactions, without taking into account the desires of this other person. Games, unlike all other types of interactions, are dishonest interactions because they include traps, tricks, and paybacks.
Games differ from other ways of structuring time in two ways: 1) ulterior motives, 2) the presence of winnings.
Social influence occurs if, as a result of interaction, a person’s repeated response to a certain problem is more similar to the answer of another person than to his own initial response, i.e. One person's behavior becomes similar to the behavior of other people.
In connection with the problem of social influence, one should distinguish between conformity and suggestibility. Conformity is a person’s exposure to group pressure, a change in his behavior under the influence of other people, a person’s conscious compliance with the opinion of the majority of the group in order to avoid conflict with it. Suggestibility, or suggestion, is a person’s involuntary compliance with the opinions of other individuals or a group.
A common form of social influence is obedience, submission to authority, and a person’s exposure to the influence of a person with a higher social status. Such an internal position of a person leads to uncritical, unconditional submission to the authority of persons with a higher social status; even the instructions of these “high-ranking persons” contradict the requirements of the law, morality, and even the very views and attitudes of a particular person.

Group interaction.
One of the general forms of social interaction is a social group in which the behavior and social status of each member is to a significant extent determined by the activities and existence of other members.
The interdependence of the parties in the interaction process may be equal, or one of the parties may have a stronger influence on the other - therefore, one- and two-way interaction can be distinguished. Interaction can cover both all spheres of human life (total interaction), and only one specific form or “sector” of activity. In independent sectors, people may not have any influence on each other.
The intensity of interaction characterizes the degree of dependence of life activity on relationships: it can fluctuate from maximum to minimum values. The more extensive or intense the sectors of interaction, the more dependent the life, behavior, and psychology of the interacting parties are.
The beginning of any interaction is the emergence of influence of one side on the behavior and psychology of the other. Interaction continues as long as this influence exists, and it does not matter whether individuals meet or not. Only when the memory itself or the thought of the existence of one side ceases to influence the behavior or psychology of the other, only when the process can be considered complete.
The direction of the relationship can be solidary, antagonistic or mixed. In solidary interaction, the aspirations and efforts of the parties coincide. If the desires and efforts of the parties are in conflict, then this is an antagonistic form of interaction; if they coincide only partially, this is a mixed type of direction of interaction.
We can distinguish organized and unorganized interactions: interaction is organized if the relations of the parties and their actions have developed into a certain structure of rights, duties, functions and are based on a certain system of values.
Unorganized interactions are when relationships and values are in an amorphous state, therefore rights, responsibilities, functions, and social positions are not defined.
The following types of social interaction are distinguished: an organized-antagonistic system of interaction based on coercion; an organized and solidary system of interaction based on voluntary membership; organized-mixed, solidary-antagonistic system. Which is partly controlled by coercion, and partly by voluntary support of an established system of relationships and values. Most organized social-interactive systems from family to church and state belong to the organized-mixed type. They can also be disorganized and antagonistic; unorganized-solidarity; unorganized-mixed type of interactions.
In long-existing organized groups, three types of relationships are distinguished: family type (interactions are total, extensive, intense, solidary in direction and long-lasting, characterized by internal unity of group members), contractual type (time-limited action of the parties interacting within the framework of the contractual sector, solidarity of relations selfish and aimed at obtaining mutual benefit, pleasure, or even getting “as much as possible for less”, while the other party is considered not as an ally, but as a kind of “tool” that can provide a service, bring profit, etc.) ; coercive type (antagonism of relationships, various forms of coercion: psychological coercion, economic, physical, ideological, military).
The transition from one type to another can occur smoothly and unpredictably. Mixed types of social interactions are often observed - partly contractual, familial, forced.
Social interactions act as sociocultural: three processes occur simultaneously: the interaction of norms, values, standards contained in the consciousness of an individual and a group; interaction of specific people and groups; interaction of materialized values of social life.
Depending on the unifying values, the following groups can be distinguished6
- “one-sided” groups built on one set of core values;
- “multilateral” groups built around a combination of several sets of values: family, community, nation, social class.
So, a group is presented as a collection of people who interact with each other in a certain way, are aware of their belonging to this group and are perceived by its members from the point of view of other people. The group has its own identity from the point of view of outsiders.
Primary groups consist of a small number of people between whom stable emotional relationships are established, personal relationships based on their individual characteristics. Secondary groups are formed from people between whom there are almost no emotional relationships, their interaction is determined by the desire to achieve certain goals, their social roles, business relationships and methods of communication are clearly defined. In critical and emergency situations, people give preference to the primary group and show devotion to the members of the primary group.
People join groups for a number of reasons:
the group acts as a means of biological survival;
as a means of socialization and formation of the human psyche;
as a way to perform certain work that cannot be done by one person;
as a means of satisfying a person’s need for communication, for an affectionate and friendly attitude towards oneself, for receiving social approval, respect, recognition, trust;
as a means of reducing unpleasant feelings of fear and anxiety;
as a means of information, material and other exchange.
Communication and interaction of people occurs in various groups. A group is a collection of elements that have something in common.
There are several types of groups: 1) conditional and real; 2) permanent and temporary; 3) large and small. Conventional groups of people are united according to a certain criterion (gender, age, profession, etc.). real individuals included in such a group do not have direct interpersonal relationships, may not know anything about each other, or even never meet each other.
Real groups of people that actually exist as communities in a certain space and time are characterized by the fact that its members are connected by objective relationships. Real human ones differ in size, external and internal organization, purpose and social significance. A contact group brings together people who have common goals and interests in one or another area of life and activity. A small group is a fairly stable association of people connected by mutual contacts.
A small group is a small group of people (from three to fifteen people) who are united by a common social activity, are in direct communication, contribute to the emergence of emotional relationships, the development of group norms and the development of group processes.
When there are a large number of people, the group is usually divided into subgroups. Distinctive features of a small group: spatial and temporal co-presence of people. This co-presence of people enables contacts that include interactive, informational, perceptual aspects of communication and interaction. Perceptual aspects allow a person to perceive the individuality of all other people in a group; and only in this case can we talk about a small group.
I – Interaction is the activity of everyone, it is both a stimulus and a reaction to everyone else.
II – The presence of a constant goal of joint activity.
The implementation of a common goal as a certain anticipated result of any activity contributes in a sense to the realization of the needs of everyone and at the same time corresponds to common needs. The goal as a prototype of the result and the initial moment of joint activity determines the dynamics of the functioning of a small group. Three types of goals can be distinguished:
short-term prospects, goals that are quickly realized in time and express the needs of this group;
secondary goals are longer in time and lead the group to the interests of the secondary team (the interests of the enterprise or the school as a whole);
long-term perspectives unite the primary group with the problems of functioning of the social whole. The socially valuable content of joint activities should become personally significant for each member of the group. What is important is not so much the objective goal of the group as its image, i.e. how it is perceived by group members. Goals and characteristics of joint activities cement the group into one whole and determine the external formal-target structure of the group.
III. The presence of an organizing principle in the group. It may be personified in any of the group members (leader, manager), or maybe not, but this does not mean that there is no organizing principle. It’s just that in this case the leadership function is distributed among group members and leadership is situationally specific in nature (in a certain situation, a person who is more advanced in a given area than others takes on the functions of a leader).
etc.............

IN There are three interconnected aspects of communication: communication side communication consists V exchange of information between people; interactive side consists in organizing interaction between people, for example, you need to coordinate actions, distribute functions or influence the mood, behavior, beliefs of the interlocutor; perceptual side communication includes the process of communication partners perceiving each other and establishing mutual understanding on this basis.

Communication- the process of interaction between people, social groups, communities, in which information, experience, abilities and results of activities are exchanged.

The following types of communication are distinguished:

1) “Mask contact”- formal communication, when there is no desire to understand and take into account the personality characteristics of the interlocutor, the usual masks are used (politeness, severity, indifference, modesty, compassion, etc.) - a set of facial expressions, gestures, standard phrases that allow one to hide true emotions, attitude towards to the interlocutor. In the city, the contact of masks is even necessary in some situations, so that people do not “touch” each other unnecessarily, in order to “distance themselves” from the interlocutor.

2) Primitive communication, when they evaluate another person as a necessary or interfering object: if necessary, then they actively engage V contact, if it interferes, they will push you away or aggressive, rude remarks will follow. If they get what they want from their interlocutor, they lose further interest in him and do not hide it.

3) Formal-role communication, when both the content and means of communication are regulated and instead of knowing the personality of the interlocutor, they make do with knowledge of his social role.

4) Business communication, when the personality, character, age, and mood of the interlocutor are taken into account, but the interests of the matter are more significant than possible personal differences.

5) Spiritual, interpersonal communication Friends, when you can touch on any topic and don’t necessarily resort to words, your friend will understand you by facial expression, movements, and intonation. Such communication is possible when each participant has an image of the interlocutor, knows his personality, and can anticipate his reactions, interests, beliefs, and attitudes.

6) Manipulative communication is aimed at extracting benefits from the interlocutor, using various techniques (flattery, intimidation, “showing off”, deception, demonstration of kindness) depending on the personality characteristics of the interlocutor.

7) Social communication. The essence of secular communication is its pointlessness, i.e. people say not what they think, but what they are supposed to say V similar cases; this communication is closed, because people’s points of view on a particular issue do not matter and do not determine the nature of communications.

Business Communication Code different: 1) the principle of cooperation - “your contribution should be such as is required by the jointly accepted direction of the conversation”; 2) the principle of sufficiency of information - “say no more and no less than is required at the moment”; 3) the principle of information quality - “don’t lie”; 4) the principle of expediency - “don’t deviate from the topic, manage to find a solution”; 5) “express your thoughts clearly and convincingly for your interlocutor”; 6) “be able to listen and understand the necessary thought”; 7) “be able to take into account the individual characteristics of your interlocutor for the sake of the interests of the matter.”

Specifics business communication is due to the fact that it arises on the basis of and in relation to a certain type of activity associated with the production of a product or business effect. At the same time, the parties to business communication act in formal (official) statuses, which determine the necessary norms and standards (including ethical) of people’s behavior. Like any type of communication, business communication is historical in nature; it manifests itself at different levels of the social system and in various forms. Its distinctive feature is that it does not have a self-sufficient meaning, is not an end in itself, but serves as a means to achieve some other goals. In business communication, the subject of communication is business .

The peculiarities of business communication are that the partner in business communication always acts as a person significant to the subject; communicating people are distinguished by good mutual understanding in matters of business. The main task of business communication is productive cooperation.

The pragmatic J. Rockefeller, well understanding the importance of communication for business activities, said: “The ability to communicate with people is the same commodity bought for money, like sugar or coffee. And I am willing to pay more for this skill than for any other product in this world.”

But what does it mean to be able to communicate? This means being able to understand people and build your relationships with them on this basis, which presupposes knowledge of the psychology of communication. In the process of communication, people perceive each other, exchange information and interact.

Structure and means of communication

The communication procedure includes the following stages:

1. The need for communication (it is necessary to communicate or find out information, to influence the interlocutor, etc.) encourages a person to come into contact with other people.

2. Orientation for communication purposes, in a communication situation.

3. Orientation in the personality of the interlocutor.

4.Planning the content of his communication, a person imagines (usually unconsciously) what exactly he will say.

5. Unconsciously (sometimes consciously) a person chooses specific means, speech phrases that he will use, decides how to speak, how to behave.

6. Perception and assessment of the interlocutor’s response, monitoring the effectiveness of communication based on establishing feedback
no connection.

7. Adjustment of direction, style, communication methods.

If any of the links in the act of communication is broken, then the speaker will not be able to achieve the expected results of communication - it will turn out to be ineffective. These skills are called “social intelligence”, “practical-psychological intelligence”, “communicative competence”, “communication skills”.

Communication Strategies: 1) open - closed communication; 2) monologue-dialogue; 3) role-based (based on the social role) - personal (heart-to-heart communication).

Open communication is the desire and ability to fully express one’s point of view and the willingness to take into account the positions of others. Closed communication is the reluctance or inability to clearly express one’s point of view, one’s attitude, or available information. The use of closed communications is justified in the following cases: 1) if there is a significant difference in the degree of subject competence and it is pointless to waste time and effort on raising the competence of the “low side”; 2) in conflict situations, revealing one’s feelings and plans to the enemy is inappropriate. Open communications are effective if there is comparability, but not identity of subject positions (exchange of opinions, plans). “One-sided inquiry” is semi-closed communication in which a person tries to find out the position of another person, and at the same time does not reveal his own position. “Hysterical presentation of a problem” - a person openly expresses his feelings, problems, circumstances, without being interested in whether the other person wants to “enter into other people’s circumstances” or listen to “outpourings”.

Communication tactics - the implementation in a specific situation of a communication strategy based on mastery of techniques and knowledge of the rules of communication. Communication technique is a set of specific communicative skills of speaking and listening skills.

Positions in communication The following are distinguished: 1) a friendly attitude of acceptance of the interlocutor; 2) neutral position; 3) a hostile position of non-acceptance of the interlocutor; 5) dominance or “communication from above”; 5) communication “as equals”; 6) subordination or position “from below”. Communication as interaction can be viewed from the perspective of control orientation and understanding orientation.

Control orientation involves the desire to control, manage the situation and behavior of others, which is usually combined with the desire to dominate in interaction.

Focus on Understanding involves seeking to understand the situation and behavior of others. It is associated with the desire to interact better and avoid conflicts, with ideas about the equality of partners in communication and the need to achieve mutual, rather than one-sided, satisfaction.

Communication is a specific form of human interaction with other people as members of society. Social relationships between people are realized in communication.

Communication is a process of interaction between people, social groups, communities, in which information, experience, abilities and results of activities are exchanged.

There are three interconnected sides in communication:

1. The communicative side of communication consists of the exchange of information between people (information function).

2. Interactive side is to organize interaction between people. For example, you need to coordinate actions, distribute functions, or influence the mood, behavior, beliefs of your interlocutor ( regulatory function).

3. Perceptual side of communication includes the process of communication partners perceiving each other and establishing mutual understanding on this basis (communicative function relationships).

The following are distinguished: types of communication :

"Contact of masks"- formal communication, when there is no desire to understand and take into account the personality characteristics of the interlocutor. The usual masks are used (politeness, severity, compassion), a set of facial expressions, gestures, standard phrases that allow one to hide true emotions and attitude towards the interlocutor.

In the city, “contact masks” is even necessary in some situations, so that people do not “touch” each other unnecessarily, in order to “dissociate themselves” from the interlocutor.

2. Primitive communication– when they evaluate another person as a necessary or interfering object: if necessary, they actively come into contact, if it interferes, they push away, sometimes using aggressive, rude remarks. If they get what they want from their interlocutor, they lose further interest in him and do not hide it.

3. Formal-role communication, when both the content and means of communication are regulated. Instead of knowing the personality of the interlocutor, they make do with knowledge of his social role.

4. Business communication– when the personality, character, age, and mood of the interlocutor are taken into account, but the interests of the matter are more significant than possible personal differences.

5. Spiritual communication– interpersonal communication (confidential-informal) between friends, when you can touch on any topic and do not necessarily resort to words. A friend will understand you by facial expression, movements, and intonation. Such communication is possible when each participant has an image of the interlocutor, knows his personality, interests, beliefs, attitude to certain problems, and can anticipate his reactions.

6. Manipulative communication is aimed at extracting benefits from the interlocutor, using various techniques (flattery, intimidation, deception, demonstration of kindness) depending on the personality characteristics of the interlocutor.

7. Social communication. The essence of secular communication is its pointlessness, that is, people say not what they think, but what is supposed to be said in such cases. This communication is closed, because people’s points of view on a particular issue do not matter and do not determine the nature of communication.

Business Communication Code:

The principle of cooperativity– the partner’s contribution should be such as is required by the jointly accepted direction of the conversation.

Principle of sufficiency of information– say no more and no less than is required at the moment.

Principle of information quality– don’t lie.

The principle of expediency– don’t deviate from the topic, manage to find a solution.

Express your thoughts clearly and convincingly to your interlocutor

Know how to listen and understand the desired thought

Know how to take into account the individual characteristics of your interlocutor for the sake of the interests of the matter.

The rules of communication must be agreed upon and followed by both participants.

Specifics of business communication is due to the fact that it arises on the basis of and in relation to a certain type of activity associated with the production of a product or business effect.

At the same time, the parties to business communication act in formal (official) statuses, which determine the necessary norms and standards (including ethical) of people’s behavior.

Business communication manifests itself at different levels of the social system and in various forms. Its distinctive feature is that it does not have a self-sufficient meaning, is not an end in itself, but serves as a means to achieve some other goals. In business communication, the subject of communication is case.

Communication is a specific form of human interaction with other people as members of society, in communication the social relationships of people are realized.

There are three interconnected sides in communication:

1) communication side communication consists of the exchange of information between people;
2) interactive side consists in organizing interaction between people, for example, you need to coordinate actions, distribute functions or influence the mood, behavior, beliefs of the interlocutor;
3) perceptual side communication includes the process of communication partners perceiving each other and establishing mutual understanding on this basis.

In communication as a communicative process, there is an active exchange of information between people, as a result of which not just mutual information is achieved, but an understanding of the information, and a common meaning is developed. "Communication" translated from Latin means "common shared with all." If mutual understanding is not achieved, then communication has failed.

The model of the communication process includes five elements: communicator – message (text) – channel for transmitting information – audience (listener, recipient) – feedback. With the help of speech, encoding and decoding of information is carried out: the communicator - the “speaker” first has a certain plan (intention), his understanding, his thought (meaning), which he formalizes verbally in internal speech, and then translates from internal speech into external speech, expresses , embodies meaning in a system of signs, words, in text, i.e. in the process of speaking encodes information - this transfer of information, and the recipient, in the process of listening, decodes this information, reveals its meaning, and understanding information, but already at its own level. At each stage there are loss of information, its distortions(Fig. 5.1). The communicator himself cannot always fully and accurately translate his thought into verbal forms, as the Russian poet F. Tyutchev figuratively said: “A thought expressed is a lie.”

Rice. 5.1.

The listener can often distort the communicator's statements. In any statement there are two content levels: the informational level and the emotional level. If the listener is unable to decipher all sides of a message, or reacts to the wrong side of it, then misunderstanding occurs. Often they perceive not the substance of the matter, but the attitude, and react precisely to it. To ensure the success of communication, you need to have feedback on how people understood you, how they perceive you, and how they relate to the problem. Feedback can also be of two types: reflection of information and reflection of the speaker’s feelings.

The exchange of information is possible only when the person sending the information (communicator) and the person receiving it (recipient) have a single or similar system of codification and decodification, “speaking the same language.” Language is a system of words, expressions and rules for combining them into meaningful statements used for communication. Words and the rules for their use are the same for all speakers of a given language, this makes communication through language possible: if I say “table”, I am sure that any interlocutor of mine associates the same concepts with this word as I do - this the objective social meaning of a word can be called a sign of language. But the objective meaning of a word is refracted for a person through the prism of his own activity and forms its own personal, “subjective” meaning - therefore, we do not always understand each other correctly. Communication, being a complex socio-psychological process of mutual understanding between people, is carried out through the following main channels: speech (verbal - from the Latin word “oral, verbal”) and non-speech (non-verbal) channels of communication. Speech as a means of communication simultaneously acts as both a source of information and a way of influencing the interlocutor.

The structure of speech communication includes:

1. The meaning and meaning of words and phrases (“A person’s intelligence is manifested in the clarity of his speech”). The accuracy of the use of the word, its expressiveness and accessibility, the correct construction of the phrase and its intelligibility, the correct pronunciation of sounds and words, the expressiveness and meaning of intonation play an important role.
2. Speech sound phenomena: speech rate (fast, medium, slow), voice pitch modulation (smooth, sharp), voice pitch (high, low), rhythm (uniform, intermittent), timbre (rolling, hoarse, creaky), intonation , speech diction. Observations show that the most attractive in communication is a smooth, calm, measured manner of speech.
3. Expressive qualities of the voice: characteristic specific sounds that arise during communication: laughter, grunting, crying, whispering, sighs, etc.; separating sounds are coughing; zero sounds - pauses, as well as nasalization sounds - “hmm-hmm”, “uh-uh”, etc. In addition, intonation and emotional expressiveness can give different meanings to the same phrase. Therefore, even knowing the meanings of the same words, people may understand them differently: social, political, emotional, age characteristics may be the reason for this.

A. Pease in his book “Body Language” notes that, as research shows, in the daily act of communication, the transfer of information occurs through verbal means (words only) by 7%, sound intonations - by 38%, and through non-verbal interactions - by 55%.

Nonverbal means of communication: facial expressions, posture, gaze, gestures of the interlocutor can strengthen, complement or refute the meaning of the phrase. Facial expressions - movements of the facial muscles that reflect the internal emotional state - can provide true information about what a person is experiencing, i.e. a person's eyes, gaze, and face can say more than spoken words. There are more than 20 thousand descriptions of facial expressions in the literature. Thus, it has been observed that a person tries to hide his information (or lies) if his eyes meet his partner’s eyes for less than 1/3 of the conversation time.

By its specificity, the gaze can be: businesslike, when it is fixed in the area of the interlocutor’s forehead, this implies the creation of a serious atmosphere of business partnership; secular - when the gaze drops below the level of the interlocutor’s eyes (to the level of the lips), this helps create an atmosphere of secular, relaxed communication; intimate - when the gaze is directed not at the eyes of the interlocutor, but below the face - at other parts of the body to chest level. Experts say that this view indicates a greater interest in each other’s communication; a sideways glance indicates a critical or suspicious attitude towards the interlocutor.

Forehead, eyebrows, mouth, eyes, nose, chin - these parts of the face express basic human emotions: suffering, anger, joy, surprise, fear, disgust, happiness, interest, sadness, etc. In this case, positive emotions are most easily recognized: joy, love, surprise; Negative emotions – sadness, anger, disgust – are more difficult for a person to perceive. It is important to note that the main cognitive load in the situation of recognizing a person’s true feelings is borne by eyebrows and lips.

Gestures when communicating carry a lot of information; in sign language, as in speech, there are words and sentences. The rich “alphabet” of gestures can be divided into six groups.

1. Illustrative gestures are message gestures: pointers (“pointing finger”), pictographs, i.e. figurative paintings ("this size and configuration"); kinetographs - body movements; "beat" gestures ("signal" gestures); ideographers, i.e. peculiar hand movements connecting 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 arm level mean in many cases “hello”, and hands raised above the head mean “goodbye”.
4. Adantor gestures are specific human habits associated with hand movements. These could be:
- a) scratching, twitching of individual parts of the body;
- b) touching, spanking a partner;
- c) stroking, fingering individual objects at hand (pencil, button, etc.).
5. Affective gestures – gestures that express certain emotions through body movements and facial muscles.

There are also microgestures: eye movements, reddening of the cheeks, increased number of blinks per minute, lip twitching, etc.

When communicating, the following types of gestures often arise:

– assessment gestures – scratching the chin, extending the index finger along the cheek; standing up and walking around, etc. (a person evaluates information);
– gestures of confidence – connecting fingers into a pyramid dome, rocking on a chair;
- gestures of nervousness and uncertainty - intertwined fingers, pinching the palm, tapping the table with fingers, touching the back of the chair before sitting on it, etc.
– gestures of self-control – hands are brought behind the back, one at the same time squeezing the other, the pose of a person sitting on a chair and clutching the armrest with his hands, etc.;
– waiting gestures – rubbing palms; slowly wiping wet palms on a cloth;
– gestures of denial – folded arms on the chest; body tilted back; crossed arms; touching the tip of the nose, etc.;
– positional gestures – putting your hand to your chest; intermittent touching of the interlocutor, etc.;
– gestures of dominance – gestures associated with showing thumbs, sharp strokes from top to bottom, etc.;
– gestures of insincerity – the gesture of “covering your mouth with your hand”, “touching your nose” as a more subtle form of covering the mouth, indicating either a lie or doubt about something; turning the body away from the interlocutor, “running gaze”, etc.

The ability to understand popular gestures (gestures of ownership, courtship, smoking, mirror gestures, bowing gestures, etc.) will allow you to better understand people.

Communicative competence is the ability to establish and maintain necessary contacts with other people. Effective communication is characterized by: achieving mutual understanding between partners, a better understanding of the situation and the subject of communication (achieving greater certainty in understanding the situation helps resolve problems, ensures the achievement of goals with optimal use of resources). Communicative competence is considered as a system of internal resources necessary for building effective communication in a certain range of situations of interpersonal interaction.

Reasons for poor communication may include:

a) errors in the construction of statements: incorrect choice of words, complexity of the message, poor persuasiveness, illogicality, etc.; those. semantic, stylistic, logical misunderstanding arises; phonetic misunderstanding due to inexpressive speech, unclear diction;
b) barriers of socio-cultural differences: cultural, religious, political, professional differences lead to different interpretations of the same words and concepts used in the communication process;
c) stereotypes - simplified opinions regarding individuals or situations, as a result there is no objective analysis and understanding of people, situations, problems;
d) “preconceived notions” - the tendency to reject everything that contradicts one’s own views, that is new, unusual (“We believe what we want to believe”). We rarely realize that another person's interpretation of events is as valid as our own;
e) bad relationships between people, because if a person’s attitude is hostile, then it is difficult to convince him of the validity of your view;
f) lack of attention and interest of the interlocutor, and interest arises when a person realizes the significance of the information for himself: with the help of this information one can obtain the desired or prevent an undesirable development of events;
g) neglect of facts, i.e. the habit of drawing conclusions in the absence of a sufficient number of facts;
h) incorrect choice of communication strategy and tactics.

Communication Strategies:

1) open – closed communication;
2) monologue – dialogic;
3) role-based (based on the social role) – personal (heart-to-heart communication).

1) if there is a significant difference in the degree of subject competence and it is pointless to waste time and effort on raising the competence of the “low side”;
2) in conflict situations, revealing one’s feelings and plans to the enemy is inappropriate. Open communications are effective if there is comparability, but not identity of subject positions (exchange of opinions, plans). “One-sided inquiry” is semi-closed communication in which a person tries to find out the position of another person and at the same time does not reveal his own position. “Hysterical presentation of a problem” - a person openly expresses his feelings, problems, circumstances, without being interested in whether the other person wants to “enter into other people’s circumstances” or listen to “outpourings”.

Communication tactics – implementation in a specific situation of a communication strategy based on mastery of techniques and knowledge of the rules of communication. The rules of communication must be agreed upon and followed by both participants. Communication technique is a set of specific communicative skills of speaking and listening skills.

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