Non-verbal means of business communication presentation. Non-verbal communication means - presentation. Body language, rapport and pacing

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Body language, rapport and pacing

Less than 10% of the impression you get from another person is determined by verbal communication, i.e. by the words he utters. Much more important is non-verbal communication, covering all means of communication, except for the words themselves and their direct meanings.

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Elements of non-verbal communication

timbre of voice and intonation rate of speech respiration rate posture facial expression eye contact eye movement pupil size distance (space) separating speakers gestures, body movements clothing status symbols, etc. used items choice of words / jargon

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The main elements of non-verbal communication are: body language (what you see) how you speak (what you hear)

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Features of body language of different nations

In some parts of India, a nod of the head means "NO" and a wiggle means "YES." cultures can find it difficult to understand their feelings and intentions, hidden behind a neutral facial expression. In some parts of the Romanesque world, young women lower their gaze when talking to men. Direct eye contact is regarded as an invitation to sexual relations.

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In some countries, men, like good friends, walk arm in arm along the street. In other countries, only women are allowed. French people often greet each other with a kiss on the cheek followed by a handshake. This can continue several times a day if they meet regularly. In England, it is customary to greet and introduce people to each other without touching each other In Scandinavia, body language is not rich and with a small amount of nuance

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Examples of lucid body language

Illustrations with the help of hands Raised clenched fist as a sign of threat Raised finger as a sign that a person wants to say something A finger applied to his lips and means: hush! The finger pointing to the clock, as a sign that it is time to finish The palm applied to the ear, shows: speak louder, it is hard to hear from behind

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Examples of unconscious body language

Pupil dilation with increasing interest Shoulders upturned when strained Dropped corners of the mouth when upset or angry A hand covering the nose or mouth when a person is unsure of something Head tilted to one side when there is interest

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What do these faces say

Eyes and mouth position 1. neutral 2. hostile, sarcastic 3. joyful 4. very angry 5. sad, displeased, gloomy 6. innocent - joyful 7. not in the mood 8. slightly angry 9. feigned joy 10. very sad, upset 11. doubting, skeptical 12. deep sadness, grief

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Rapport and pacing

These people "reflect" each other not only in body language. They speak with the same volume and speed, use the same words, jargon, turns, and even breathe in the same rhythm. They are in a rapport situation

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A rapport between two people is a close, trusting, open, free, reliable and pleasant relationship between them. Rapport - a relationship characterized by mutual agreement, mutual respect and deep mutual affection Rapport - unity, mood on the same wavelength, mutual sympathy

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Pacing (in a figurative sense) means: "holding a mirror in front of someone." Pacing is understood as the reflection of another person. Pacing (reflection) occurs completely unconsciously, but it can also be used consciously, as a special technique for achieving rapport, in a situation where people do not know well each other, closed, expectant or skeptical, being in a defensive or offensive position

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Rapport and pacing - reflecting people in different ways

Body language Sitting or standing posture, leg position, gesticulation, head position, gait, clothing, facial expression, breathing, touching Speech Voice timbre, speech rate, word set, tone, voice strength, jargon, use of foreign words, slang , professional expressions Feelings / mood Conviction, tolerance, enthusiasm, involvement, interest, respect for qualifications, character traits, experience of the interlocutor

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Dispacing

Example: The leader sees at the table and writes a report. An enthusiastic employee walks in and says: “ Good morning! I have a great idea for a new product that we will be launching on the market! " The leader continues for a while in silence, without raising his head, to write, and then says: “Idea? ... What? Shall we talk about this later? " Dispacing of this kind occurs every day around the world, dramatically reducing efficiency and inhibiting collaboration.

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Communication is a complex process of interaction between people, consisting in the exchange of information, as well as in 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 creature, but only at the human level does the communication process become conscious, connected by verbal and non-verbal acts. The person who transmits information is called a communicator, who receives it - a recipient. Communication is the process of establishing and developing between people.

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VERBAL COMMUNICATION Improving your verbal communication skills Oral speech is still the most common method of communication.

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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 such words so that your idea is correctly understood. If a person is 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. Work on oral speech you can start by expanding your vocabulary.

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People use written communication less often than oral communication. But with the arrival Email the importance of written communication has grown dramatically. Any written message has one undoubted advantage over an oral one. By composing it, you have the opportunity to think, put your thoughts in order and, if necessary, even rewrite them completely. However, the disadvantages of written communication should also be noted. A written message cannot convey your voice intonation and body language.

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Verbal communication is the most researched variety human communication... In addition, it is the most versatile way of transmitting thought. In verbal human language, you can ‘translate’ a message created with the help of any other sign system... For example, a red light signal translates as ‘passage closed’, ‘stop’; a finger raised up, covered with the palm of the other hand, like ‘I ask for an extra minute’ in sports, etc.

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

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The great importance of non-verbal cues in business communication is supported by experimental research, which states that words (to which we attach such great importance) reveal only 7% of the meaning, sounds, 38% of the meanings carry sounds and intonations, and 55% - poses and gestures. Non-verbal communication includes five subsystems: 1. Spatial subsystem (interpersonal space). 2. Look. 3. Optical-kinetic subsystem, which includes: - appearance interlocutor, - facial expressions (facial expression), - pantomime (postures and gestures). 4. Paralinguistic or near-speech subsystem, including: - vocal qualities of a voice, - its range, - tonality, - timbre. 5. Extra-linguistic or non-speech subsystem, which includes: - speech rate, - pauses, - laughter, etc.

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Facial Expression Facial expression is the most important source of information about a person, especially about their feelings. The most visible expression of facial expressions is a smile, which, without being overused, is a good positive stimulus. “Smiling usually expresses friendliness, but excessive smiling often reflects the need for approval ... A forced smile in an unpleasant situation betrays feelings of apology and anxiety ... A smile accompanied by raised eyebrows expresses a willingness to obey, and a smile with drooping eyebrows expresses superiority Visual contact The eyes are known to be the mirror of the soul, therefore, visual contact. It can be distinguished as a separate specific skill. Direct eye contact is another way of saying, “I'm with you, I want to hear what you have to say.

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Head nods Head nods are very good way show the client that you are listening to him. Watching the professionals work, you can see how therapeutic a simple head nod is, combined with good eye contact and reactions like “Uh-huh” and “I understand.” Voice tone, tempo and volume The voice is important tool expressions of a whole range of subjective feelings and meanings. The tone and pace of speech can tell a lot about a person's emotional state. Typically, speech speed increases when the speaker is agitated, agitated, or anxious. The one who is trying to convince his interlocutor also speaks quickly. Slow speech often indicates depression, arrogance, or fatigue.

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Summary of my presentation There are two main types of communication. In human society, communication can be carried out both verbal and non-verbal means. Verbal communication for a person is the main and universal way of communication. Any other way of interaction can be expressed by means of language. However, as already mentioned, everything can be expressed by means of language. A communicative function, as mentioned in previous chapters, is one of the most important functions of the language. The work was carried out by a 2nd year student of the Black Sea State Academy Yu.V. Azarov

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Secrets of non-verbal communication.

There are two groups of ways in which interaction between people can be carried out: verbal and non-verbal methods of communication.

Speech is considered a verbal means of communication. Verbal communication is a conversation at the level of words that are understandable to all interlocutors.

Non-verbal communication is an external form of manifestation inner peace person. Verbal and non-verbal means communications are related in one message to varying degrees. They can complement each other, accompany, contradict or replace. Verbal communication means 20-40% of all perceived information. The rest of the communication is non-verbal.

Experts believe that many gestures are innate in nature, as they are used by the blind and deaf.

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Non-verbal behavior - body reactions that complement the main content of speech, conveyed through language.

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All non-verbal means of communication are divided into groups:

1) visual - visually perceived movements of another person (posture, gesture, facial expressions, gaze, gait, direction of movement, distance);

Non-verbal communication in the pedagogical process

Completed by: Boldyreva N.I.

Non-verbal communication is “sign language,” forms of self-expression that do not rely on words and other speech symbols. In non-verbal communication, the means of transmitting information are non-verbal signs (postures, gestures, facial expressions, intonation, views, spatial location, etc.). Non-verbal communication is especially valuable because it is spontaneous and manifests itself unconsciously. Therefore, despite the fact that people weigh their words and control their facial expressions, it is often possible for hidden feelings to leak through gestures, intonation and color of the voice. That is, non-verbal communication channels rarely deliver false information, since they are less controllable than verbal communication.

Non-verbal communication is carried out in the process of verbal communication in parallel with verbal communication and is the most important means of communication and mutual understanding of people (I.N. Gorelov, G.V. Kolshansky, V.P. Morozov, K.F. . Sedov, V.A. Labunskaya, etc.). Man speaks with his whole being. Psychologists have found that in the process of communication with the help of verbal means, only 20-40% of information is transmitted and received. The rest of the communication is carried out through non-verbal means.

Non-verbal means of communication facilitate mutual adaptation to each other and create an opportunity to coordinate joint actions. The ability to non-verbal means of expressing one's intentions, feelings and states depends on the culture of the person. N.I. Shevandrin identifies the following types of non-verbal means of communication:

1. Visual: a) kinesics: movements of the arms, head, legs, trunk, gait; expression of the face, eyes; posture, posture, head position; direction of gaze, visual contacts; skin reactions (redness, paleness, sweating, etc.); b) proxemics (spatial and temporal organization of communication): distance to the interlocutor, angle of turn to him, space of communication; c) auxiliary means of communication: emphasizing or hiding the characteristics of the body of addition (signs of gender, age, race); d) means of transforming the natural physique: clothes, hairstyles, cosmetics, glasses, jewelry, mustache, beard, small objects in hands.

2. Acoustic: a) paralinguistic (voice quality, its range, tone): loudness, timbre, rhythm, pitch; b) extralinguistic: speech pauses, laughter, crying, hee hee, clapping.

3 ... Tactile (takeshika): touch, hug, kiss.

4 ... Olfactory: pleasant and unpleasant odors the environment; natural and artificial human odors.

The main tasks of non-verbal communication are as follows: creation and support of psychological contact, regulation of the communication process; giving new semantic shades to the verbal text, correct interpretation of words; expression of emotions, assessments, roles, meaning of the situation .

Non-verbal movements, as V.A. Labunskaya, in different ways correlate with speech: 1) express the same as speech; 2) anticipate the values transmitted by speech; 3) express meanings that contradict the content of speech; 4) can fill in or explain periods of silence, indicating the speaker's intention to continue his reply, to search for a suitable word; 5) may change individual words or phrases; 6) can regulate the flow of speech, accentuate one or another part of verbal communication

Gestures are reproducible significant movements of the hands and head, postures calculated for the perception of recipients, designed to transmit emotional and intellectual information, having a socially fixed form. In the "language" of gestures used in everyday communication of people, two types of sign systems can be distinguished. The first system is formed by sign gestures, i.e. intentionally reproducible movements or postures of the hands and head, designed for someone's perception and intended to convey information. The second system includes gestures-signals that are involuntary, unconscious and not reckoned on someone's perception (although they are important for an experienced observer). The choice of a gesture is determined by personal characteristics, relationships between communication partners, and the situation of communication.

Pantomime - aggregate expressive body movements accompanying speech and emotions (posture and posture, body movements, which play an important role in a person's appearance). People with poor pantomime are not able to clearly express their emotional state, to perceive non-verbal information of the interlocutor, which complicates the process of communication.

The norms of spatial and temporary organization communication deals with the science of chemistry, which its author E. Hall called "spatial psychology." E. Hall proposed 4 categories of spatial communication, four distinct spatial zones that surround each other as concentric circles on the water. 1. Intimate area (from 15 to 45 cm). Of all the zones, this is the most important, since it is the person who guards it as if it were his property. Only those persons who are in close emotional contact with him are allowed to enter this zone. These are children, parents, spouses, lovers, close friends and relatives.

2 ... Personal area (45 to 120 cm). This distance is used in everyday communication with familiar people. This distance usually separates us when we are at receptions, formal evenings and friendly parties.

3 ... Social area (from 120 to 400 cm). At such a distance, we communicate at official meetings with strangers, that is, such a distance is accepted when communicating with people whom we do not know very well.

4. Public, or public, area (more than 4 m). When communicating with large groups of people, it will be more convenient for both the lecturer and the audience to transmit and perceive information at such a distance from each other.

During pedagogical communication dominates the role of language as a poly functional sign system in comparison with non-verbal systems. The semantics of the word, the meaning of the grammatical categories of the language are outside personal, but in speech the same linguistic units can be perceived by the listener in different ways - depending on the speaker's intonation, on the good (or mocking) smile, from an unexpected gesture. This is due to the fact that the perception of a word-sign (language unit) is enunciated by the simultaneous complex perception of signs of another system - non-verbal. The ability to “decode” non-verbal information is an important condition for effective communication and a special skill that is professionally necessary for a teacher.

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Communication is the process of establishing and developing between people.

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3 VERBAL COMMUNICATION Improving your verbal communication skills Oral speech is still the most common method of communication.

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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 such words so that your idea is correctly understood. If a person is 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.

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Examples of verbal communication

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People use written communication less often than oral communication. But with the advent of e-mail, written communication has grown in importance. Any written message has one undoubted advantage over an oral one. By composing it, you have the opportunity to think, put your thoughts in order and, if necessary, even rewrite them completely. However, the disadvantages of written communication should also be noted. The written message cannot convey your voice intonation and gestures. 6

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Verbal communication is the most researched type of human communication. In addition, it is the most versatile way of transmitting thoughts. It is possible to 'translate' a message created with the help of any other sign system into verbal human language. For example, a red light signal translates as ‘passage closed’, ‘stop’; a finger raised up, covered with the palm of the other hand, as ‘for an extra minute of a break’ in sports, etc. 7

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Non-verbal communication

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

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

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One of the first types of communication of our ancestors

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Facial Expression Facial expression is the most important source of information about a person, especially about their feelings. The most visible manifestation of facial expressions is a smile, which, without being overused, is a good positive stimulus. “Smiling usually expresses friendliness, but smiling too often reflects a need for approval ... A forced smile in an unpleasant situation betrays feelings of apology and anxiety ... A smile accompanied by raised eyebrows expresses a willingness to obey, and a smile with drooping eyebrows expresses superiority. Visual contact Eyes - this is, as you know, the mirror of the soul, therefore, visual contact. It can be distinguished as a separate specific skill. Direct visual contact is another way of saying: “I am with you, I want to hear what you have to say 13

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Head nods Head nods are a very good way to show the client that you are listening. Observing the work of professionals, you are convinced that just nodding your head is therapeutic, combined with good visual contact and reactions like “Uh-huh” and “I understand”. Voice tone, tempo and volume Voice is an important means of expressing a range of subjective feelings and meanings. The tone and pace of speech can tell a lot about a person's emotional state. Typically, speech speed increases when the speaker is agitated, agitated, or anxious. The one who is trying to convince his interlocutor also speaks quickly. Slow speech, on the other hand, often indicates depression, arrogance, or fatigue. fourteen

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Summary of my presentation

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

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