Nonverbal communication presentation. Verbal communication presentation on the topic. Rapport and pacing - reflecting people in various ways

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People use written communication less often than oral communication. But with the advent of email, the importance of written communication has increased greatly.

Any written message has one undoubted advantage over oral communication. By composing it, you have the opportunity to think, put your thoughts in order and, if necessary, even rewrite it completely. However, it is necessary to note the disadvantages of written communication. A written message cannot convey the intonation of your voice and gestures. 6

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Verbal communication is the most studied type of human communication. In addition, this is the most universal way of transmitting thoughts. A message created using any other sign system can be ‘translated’ into verbal human language. For example, the red light signal is translated as ‘the passage is closed’, ‘stop’; a raised finger covered with the palm of the other hand, as ‘an extra minute break’ in sports competitions, etc. 7

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Nonverbal communication, better known as body language, includes all forms of human self-expression that do not rely on words. Psychologists believe that reading nonverbal signals is the most important condition for effective communication. Why are nonverbal cues so important in communication? about 70% of information a person perceives through the visual channel; Nonverbal signals allow you to understand the true feelings and thoughts of your interlocutor. 9

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The enormous importance of non-verbal signals in business communication is confirmed by experimental studies, which state that words (to which we attach so much importance) reveal only 7% of the meaning, sounds, 38% of the meaning are carried by sounds and intonations and 55% by postures and gestures.

Nonverbal communication includes five subsystems: 1. Spatial subsystem (interpersonal space).

2. Look.

3. Optical-kinetic subsystem, which includes: - appearance of the interlocutor, - facial expressions (facial expression), - pantomime (postures and gestures).

4. Paralinguistic or near-speech subsystem, including: - vocal qualities of the voice, - its range, - tonality, - timbre.

5. Extralinguistic or extra-speech subsystem, which includes: - rate of speech, - pauses, - laughter, etc. 10

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Head nods Head nods are a very good way to show the client that you are listening. Watching professionals at work, you are convinced of how therapeutic a simple head nod is, combined with good eye contact and reactions like “Uh-huh” and “I understand.”

Tone, tempo and volume of voice The voice is an important means of expressing a whole range of subjective feelings and meanings. The tone and pace of speech can say a lot about a person’s emotional state. As a rule, the rate of speech increases when the speaker is excited, agitated or worried. Someone who is trying to convince his interlocutor also speaks quickly. Slow speech often indicates depression, arrogance or fatigue. 14

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Summary of my presentation

Two main types of communication should be distinguished. In human society, communication can be carried out by both verbal and non-verbal means. Verbal communication for humans is the main and universal way of communication. Any other mode of interaction can be expressed through language. However, as already mentioned, everything can be expressed through the means of language. And the communicative function, as already mentioned in previous chapters, is one of the most important functions of language. The work was carried out by a 2nd year student of the Black Sea State Academy Azarov Yu.V. 15

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transmission of information through nonverbal means of communication (gestures, facial expressions, body movements, colors, spatial environment, etc.) Nonverbal communication -

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Expressive movements (body posture, facial expressions, gestures, gait). Tactile movements (handshake, pat on the back or shoulder, touching, kissing). The gaze is visually contact (direction of gaze, its duration, frequency of contact). Spatial movements (orientation, distance, placement at the table). Classification of nonverbal means of communication

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Expressive movements Open gestures and body postures (The interlocutor’s hands are turned palms up and spread wide to the sides. The head is straight, shoulders are straightened. The gaze is straight. Facial expressions are natural, without tension and stiffness.) Closed gestures and postures (Arms crossed at chests, crossed legs in standing and sitting positions - a classic gesture of closedness and inaccessibility. A person’s emotional status does not allow him to feel free and at ease.)

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Pointing gestures are directed towards objects or people in order to draw attention to them. Emphasizing (reinforcing) gestures serve to reinforce statements. Decisive importance is attached to the position of the hand. Demonstrative gestures explain the state of affairs. Touching gestures help establish social contact or receive a sign of attention from a partner. Types of gestures:

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Gestures of reflection and evaluation Concentration (Expressed by pinching the bridge of the nose with closed eyes, may rub the chin.) Criticality (The person holds his hand at the chin, with the index finger extended along the cheek, and the other hand supports the elbow, the left eyebrow is lowered) Positivity (Tilting the head slightly forward and a light touch of the hand to the cheek. The body is tilted forward.)

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Gestures of doubt and uncertainty Distrust (covering mouth with palm). Uncertainty (A nonverbal gesture such as scratching or rubbing the back of the ear or neck may indicate that the person does not fully understand what you want from him or what you mean in the conversation.)

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Gestures and postures indicating an unwillingness to listen Boredom (The interlocutor props his head with his hand.) Disapproval (Shaking off non-existent lint, straightening the folds of clothing, tugging at a skirt.) Willingness to leave (Dropping eyelids (loss of interest), scratching the ear (shut-off from the flow of speech ), pulling the earlobe (does not want to speak out), turning the whole body towards the door or pointing the leg in this direction also gives a signal to end the conversation.) Irritation (Rubbing the neck, unnecessary movements of the hands, pinching the lady’s purse. , mechanical drawing on paper.)

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Gestures of dominance Superiority (Hands lie behind the head, one leg on the other. Eyelids are barely closed or the corners of the eyes are slightly squinted, the gaze is directed downward - you see arrogance, disdain. Equality (A similar gesture is used by almost all men, much less so by women. The nature of the handshake can to say a lot, will first of all reveal the intentions of the other person. If at the moment of joining two hands one is higher with the back side, its owner demonstrates his leading position.)

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Tactile movements Hugs (This means of non-verbal communication such as hugs is more common among representatives of the stronger half of humanity; among women they are slightly less common. In adolescence, the frequency of hugs, both between boys and girls, is expressive in nature.)

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Tactile movements Handshake (Vary in the way they are performed, strength and duration. A strong, energetic shaking of the interlocutor’s hand speaks of the sincerity of the partner, his desire to continue the conversation. Wrapping your hand in the form of a “glove” also speaks of friendliness. A hand that is palm down in a handshake , indicates a desire to dominate another person. If, on the contrary, the palm is turned upward, its owner unconsciously recognizes himself as subordinate to the interlocutor.)

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Tactile movements Patting on the back or shoulder (Mainly characteristic of men. These non-verbal gestures are often interpreted as a manifestation of friendship, participation or encouragement. Patting seems to demonstrate masculine strength and the willingness of its owner to come to the rescue.) Touching (Touches of various types are an indicator of the partner’s unexpressed feelings. They can be tender, affectionate, light, strong, rude, hurtful, etc.)

The meaning and meaning of words, phrases Speech sound phenomena Expressive qualities of the voice 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. Structure of verbal communication

Research shows that in the daily act of human communication, words make up 7%, intonation sounds - 38%, non-verbal interaction - 53%. Kinestics Taxics Proxemics Nonverbal means of communication are studied by the following sciences: Facial expressions - the movement of facial muscles that reflect the internal emotional state - can provide true information about what a person is experiencing. Facial expressions carry more than 70% of information

GESTURES are specific human habits associated with hand movements (scratching, twitching) and are unique substitutes for words or phrases in communication. These 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. these are message gestures: pointers (pointing finger), pictographs, i.e., peculiar hand movements connecting imaginary objects. illustrators regulators adapters logos 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 4 groups:

Dialogue as a form of communication DIALOG Dialogue is a particularly striking manifestation of the communicative function of language. Dialogue is a natural form of communication with an interlocutor, which presupposes the presence of two equal participants in communication. Dialogue is the primary natural form of linguistic communication, a classic form of verbal communication. Dialogue implies the desire of interlocutors to hear and understand each other. In fact, the very principle of communication is built on this.

Types and techniques of listening to a communication partner In the process of speech interaction, information is transferred from one partner to another, which can be expressed in the following scheme: transfer of information understanding of information transfer of information - (the speaker encodes information in words) - (the listener decodes words, extracts information ) understanding of information.

The listener's reactions and listening techniques are as follows: Emotions (wow, ah, great, laughter, mournful expression) Mirror - repetition of the interlocutor's last phrase with a change in the word order. Clarifying questions (What did you mean? Assessments, advice. Echo reaction - repetition of the interlocutor’s last word. Paraphrase - conveying the content of the partner’s statement in other words. Assenting (yeah, uh-huh, yes, yes, well, nodding the chin) Deaf silence (apparent absence reactions).

Communication is a process of establishment and development between people. Communication is a complex process of interaction between people, consisting of the exchange of information, as well as the perception and understanding of each other by partners. The subjects of communication are living beings, people. In principle, communication is characteristic of any living beings, but only at the human level does the process of communication become conscious, connected by verbal and non-verbal acts. The person transmitting information is called a communicator, and the person receiving it is called a recipient. Communication is a complex process of interaction between people, consisting of the exchange of information, as well as the perception and understanding of each other by partners. The subjects of communication are living beings, people. In principle, communication is characteristic of any living beings, but only at the human level does the process of communication become conscious, connected by verbal and non-verbal acts. The person transmitting information is called a communicator, and the person receiving it is called a recipient. 12

VERBAL COMMUNICATION Improving verbal communication skills Improving verbal communication skills Oral speech remains the most common method of communication. Oral speech remains the most common method of communication. 13

To be understood, it is not enough to have good diction. You must be clear about what you are going to say. In addition, you must choose words so that your idea is correctly understood. If a person has to speak in front of a large audience, he formulates theses for himself or otherwise prepares for the report. But in everyday life, oral communication requires spontaneity, and this can cause anxiety, uncertainty and even fear in a person. You can start working on oral speech by expanding your vocabulary.

People use written communication less often than oral communication. But with the advent of email, the importance of written communication has increased greatly. Any written message has one undoubted advantage over oral communication. By composing it, you have the opportunity to think, put your thoughts in order and, if necessary, even rewrite it completely. However, it is necessary to note the disadvantages of written communication. A written message cannot convey the intonation of your voice and gestures. 17

Verbal communication is the most studied type of human communication. In addition, this is the most universal way of transmitting thoughts. A message created using any other sign system can be translated into verbal human language. For example, a red light signal is translated as the passage is closed, stop; a raised finger covered with the palm of the other hand, as if asking for an extra minute of a break in sports, etc. 18

Nonverbal Communication Nonverbal communication, better known as body language, includes all forms of human self-expression that do not rely on words. Psychologists believe that reading nonverbal cues is essential to effective communication. Why are nonverbal signals so important in communication? about 70% of information a person perceives through the visual (visual) channel; Nonverbal signals allow you to understand the true feelings and thoughts of the interlocutor. 19

The enormous importance of non-verbal signals in business communication is confirmed by experimental studies, which state that words (to which we attach so much importance) reveal only 7% of the meaning, sounds, 38% of the meaning are carried by sounds and intonations, and 55% by postures and gestures. Nonverbal communication includes five subsystems: 1. Spatial subsystem (interpersonal space). 2. Look. 3. Optical-kinetic subsystem, which includes: - appearance of the interlocutor, - facial expressions (facial expression), - pantomimics (postures and gestures). 4. Paralinguistic or near-speech subsystem, including: - vocal qualities of the voice, - its range, - tonality, - timbre. 5. Extralinguistic or extra-speech subsystem, which includes: - rate of speech, - pauses, - laughter, etc. 20

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Facial expression Facial expression is the most important source of information about a person, especially about his feelings. The most noticeable expression is the smile, which, without being overused, is a good positive stimulus. A smile typically conveys friendliness, but excessive smiling often reflects a need for approval... A forced smile in an unpleasant situation conveys feelings of apology and concern... A smile accompanied by raised eyebrows conveys compliance, while a smile with lowered eyebrows conveys superiority Visual contact Eyes are known to be the mirror of the soul, so visual contact. It can be identified as a separate specific skill. Direct eye contact is another way to say: I'm with you, I want to hear what you have to say 22

Head Nods Head nods are a very good way to show the client that you are listening. Watching professionals at work shows how therapeutic a simple head nod can be, coupled with good eye contact and reactions like Uh-huh and I see. Tone, tempo and volume of voice The voice is an important means of expressing a whole range of subjective feelings and meanings. The tone and pace of speech can say a lot about a person's emotional state. Generally speaking, speech rate increases when the speaker is excited, agitated, or anxious. One who is trying to convince his interlocutor also speaks quickly. Slow speech often indicates depression, arrogance or fatigue. 23

Summary of my presentation Two main types of communication should be distinguished. In human society, communication can be carried out by both verbal and non-verbal means. Verbal communication for humans is the main and universal way of communication. Any other mode of interaction can be expressed through language. However, as already mentioned, everything can be expressed through the means of language. And the communicative function, as already mentioned in previous chapters, is one of the most important functions of language. 24

Kinesics (body posture, facial expressions, gestures, gait). Tactile behavior (shaking hands, patting the back or shoulder, touching, kissing). Gaze (direction of gaze, its duration, frequency of contact). Proxemics (orientation, distance, table placement)

Closed gestures and postures Arms crossed on the chest, legs crossed in standing and sitting positions. A person’s emotional status does not allow him to feel free and at ease. Hands palms up and spread wide to the sides. The head is straight, the shoulders are straightened. The look is direct. Facial expressions without tension or stiffness. Open gestures and body postures

Pointing gestures are directed Pointing gestures are directed towards objects or people in order to draw attention to them. Emphasizing gestures are used to Emphasizing gestures are used to reinforce statements. Decisive importance is attached to the position of the hand. Demonstrative gestures explain the state of affairs. Demonstrative gestures explain the state of affairs. Touching gestures help establish Touching gestures help establish social contact or receive a sign of attention from a partner.

Boredom: the interlocutor props his head with his hand. The more your head rests on your hand, the more bored your interlocutor becomes. Disapproval: shaking off non-existent lint, straightening the folds of clothing, tugging at a skirt. Readiness to leave: drooping eyelids (loss of interest), scratching the ear (blocking speech), pulling the earlobe (does not want to speak), turning the whole body or foot towards the door. The gesture of removing glasses also gives a signal to end the conversation. Irritation: rubbing the neck, unnecessary hand movements, pinching a lady's purse, mechanical drawing on paper.

They differ in the method of their implementation, strength and duration. A strong, energetic shaking of the interlocutor’s hand speaks of the partner’s sincerity and his desire to continue the conversation. Wrapping your hands in the form of a “glove” also speaks of friendliness. They differ in the method of their implementation, strength and duration. A strong, energetic shaking of the interlocutor’s hand speaks of the partner’s sincerity and his desire to continue the conversation. Wrapping your hands in the form of a “glove” also speaks of friendliness. A hand that is palm down in a handshake indicates a desire to dominate the other person. If, on the contrary, it is turned palm up, its owner unconsciously recognizes himself as subordinate to the interlocutor. A hand that is palm down in a handshake indicates a desire to dominate the other person. If, on the contrary, it is turned palm up, its owner unconsciously recognizes himself as subordinate to the interlocutor.

Social gaze - the eyes are directed towards the area of ​​the person's face in the area of ​​the mouth, nose and eyes. It is typical in situations of casual communication with friends and acquaintances. Intimate gaze - passes through the line of the interlocutor’s eyes and drops to a level below the chin, neck and other parts of the body. Pupil dilation is characteristic, as an anticipation of pleasure. A sideways glance is used to convey interest or hostility. If accompanied by slightly raised eyebrows or a smile, it means interest. If it is accompanied by downturned eyebrows, a furrowed brow, or downturned corners of the mouth, it denotes a suspicious, hostile, or critical attitude.

Imagine that there is a triangle on the forehead of your interlocutor. By directing your gaze towards this triangle, you create a serious atmosphere and the other person feels that you are in a businesslike mood. Never lower your gaze below the other person's eyes. Otherwise, you will not be able to control the progress of negotiations with your gaze. Can have a strong impact on the recipient and show that you are very serious.