Presentation of the topic of verbal non-verbal communication. Presentation on the topic: Non-verbal means of communication. The structure of non-verbal communication

Introduction
Kinesika:
1. Gait
2. Pose
3. Gestures
4. Mimicry
5. Visual contact
Voice characteristics
Takeshika
Prosemica:
1. Distance
2. Orientation
Conclusion
Application

Introduction

Non-verbal communication is a "sign language", such forms
self-expression that does not rely on words and other
speech symbols. Australian specialist Allan Pease
claims that 7% of information is transmitted with the help of words,
sound means - 38%, facial expressions, gestures, posture - 55%. Those. not
so significant is what is said and how it is done.
Non-verbal communication is especially valuable because it
spontaneously and manifests itself unconsciously. Therefore, despite
that people weigh their words and control
facial expressions, it is often possible for hidden feelings to leak through
gestures, intonation and color of the voice. Ie, non-verbal channels
communication rarely provide false information, so
how they are less controllable than
verbal communication.

Kinesika

Kinesics - general motor skills of various
body parts displaying
emotional reactions of a person. TO
kinesics include expressive
movements manifested in gestures and
facial expressions, in pantomime (motor skills of all
bodies, including posture, gait,
posture, etc.), as well as visual
contact.

Gait

Gait is a person's movement style. Her
components are: rhythm, step dynamics,
amplitude of body transfer during movement, body weight. By
a person's gait can be judged about the state of health
person, his character, age. You can define
on gait, emotions such as anger, suffering,
pride, happiness.
To create an attractive appearance
the most preferable gait of a confident
person, correct posture is light, springy and
always straight. The head should be slightly
raised, and shoulders straightened.

Gait

It can be argued that people who walk fast
waving their arms, confident, have a clear purpose and
ready to implement it.
Those who always keep their hands in their pockets are most likely very
are critical and secretive, usually they like to suppress
other people.
A man holding his hands on his hips strives to achieve
their goals in the shortest possible time.
Problem solving people often walk in a pose
The "thinker": the head is down, the hands are clasped behind the back,
gait is very slow.
Smug, a few arrogant persons - high
raised chin, hands move emphatically
energetically, legs like wooden. Whole gait
forced, with the expectation of making an impression.

Pose

The human body is able to take about
1000 different stable positions (poses).
The main semantic content of the pose is
placing an individual of his body on
relation to the interlocutor. This placement
indicates either closeness or
disposition to communicate.
The best way to build rapport with
the interlocutor is to copy his pose and
gestures.

Pose

Arms crossed on the chest with upright
outstretched thumbs.
This pose sends a double signal first about negative or defensive.
relation (arms crossed) plus
sense of superiority (pronounced
thumbs). Man,
resorting to this gesture usually
plays with one or both fingers, and
standing position is characterized by
swinging in heels.
When the listener crosses his arms on
breasts, he not only folds
negative attitude towards
speaker, but he, moreover,
pays less attention to the fact that he
hears.

Pose
Typical, standard
crossing arms is
universal gesture, almost
defensively
or negative state
person.
If, in addition to crossing your arms on
chest, the man is still squeezing his fingers
into a fist - this speaks of him
hostile and offensive
position. This is often accompanied by
clenched teeth and reddened
person, and in this case may
follow verbal or
physical attack.

Pose
Incomplete crossing of arms, with
which one hand fits
across the body, fixing on
the other hand. This creates a barrier.
The person often uses the barrier
out of hands while in society
strangers, or when
lack of self-confidence.
Man holds himself for
arms. Such an incomplete barrier
used by people
facing a large
audience upon receipt
awards or when pronouncing
speech.

Pose
Crossing the legs is
a sign of negative or
defensive attitude of the person.
Crossing arms testifies
about a more negative attitude
human than crossing legs, and
crossed arms more clearly
are striking.
When crossed legs
accompanied by
crossing your arms over your chest is
means that a person
"disconnected" from the conversation.

Pose
Argumentative-opposing
pose.
Cross-legged with
fixing the leg with your hands. Man with
quick reaction, which is very
difficult to convince in an argument, often
sitting with his legs crossed and hugging
leg with hands. This is a sign of solid
stubborn person to whom you need
special approach to achieve
common language.

Pose
Expression
readiness for
a sedentary person.
Aggressive pose
readiness,
Human
opens
heart area and
throat, showing
non-verbally
fearlessness. This is
posture can be
more strengthened,
if a person
arranges
legs wide or
squeezes fingers in
fists.
Ready poses signaling
wanting to end a conversation or meeting,
are expressed by giving the body forward, at
both hands are on the lap, or both
hands hold the side edges of the chair.
If any of these poses appear during
talk time, it would be wise with your
parties take the initiative and
be the first to offer to end the conversation.

Pose
Laying hands behind the head -
“Maybe someday you
become the same
successful like me. " Man
not only feels his own
superiority over others, but also
tends to argue.
Laying hands behind the head "You and I are absolutely equal."

Pose

Typical pose
critical appraisal -
“I don’t like that
you speak and I am with you
disagree. "

Gestures

Gestures are a variety of hand and head movements.
There are also microgests: eye movement, redness
cheeks, increased blinking, lip twitching and
etc.
All cultures have basic similar gestures, among
which can be distinguished: communicative (gestures
greetings, goodbyes, attracting attention, prohibitions,
affirmative, negative, interrogative and
etc.); modal, i.e. expressing appreciation and attitude
(gestures of approval, satisfaction, trust and distrust and
etc.); descriptive - those that only make sense in
the context of a speech utterance.

Gestures
Collecting nonexistent
villi. When a person disagrees with
opinions or attitudes of others
people, but hesitates to express
his point of view, he makes
gestures called
by gestures of displacement, i.e. they
manifest due to
restraining your opinion.
There are three main points
heads. The first is a straight head. This is
head position is typical for
a person who is neutral towards
what he hears. When the head
leans to the side, it speaks of
the fact that the person has aroused interest.
If the head is tilted down, it says
that the attitude of the person
negative and even judgmental.

Gestures
Placement of the frame arch in the mouth.
Used when thinking
your decision. People wearing
glasses, can still enjoy
one way giving them
the opportunity to gain time is constant removal and
putting on glasses, wiping
lenses.
The hand covers the mouth and the thumb is pressed to
cheek while the brain is subconscious
sends signals to contain the spoken words.
Sometimes it can only be a few fingers
at the mouth or even a fist, but the meaning of the gesture remains
same.
If this gesture is used by a person at the moment
speech, this indicates that he is speaking
not true. However, if he covers his mouth with his hand in
the moment when you speak and he listens is
means he feels like you are lying!

Gestures
Touching the nose. When bad thoughts
penetrate into consciousness, subconsciousness commands
cover your mouth with your hand, but at the very last
moment, out of a desire to disguise this
gesture, the hand pulls away from the mouth, and
a light touch on the nose is obtained.
Another explanation could be that in
time of lies, ticklish urges appear
on the nerve endings of the nose, and I really want
scratch your nose to get rid of them.
Rubbing the century. This gesture
caused by the fact that in the brain
there is a desire to hide
from deception, suspicion or lies,
that he faces,
or a desire to avoid looking into
eyes to the person to whom he
is not telling the truth.

Gestures
Scratching and rubbing the ear.
The gesture indicates that
the person has heard enough and
wants, perhaps, to speak.
Scratching the neck. In that
case man scratches
right index finger
place under the earlobe or
the same side of the neck. This
the gesture speaks of doubt and
insecurity of a person. "I do not
I'm sure I agree with you. "

Gestures
Collar pull-back. Desmond
Morris noticed that lies cause
itchy sensation in tender muscle
tissues of the face and neck, and it is required
scratching to calm these
Feel. It looks like it is
an acceptable explanation of why
some people delay
collar when they lie and
suspect their deception has been exposed.
Fingers in the mouth. Fingers in the mouth
talk about internal
need for approval and
support. That's why when
this gesture appears,
need to support
person or assure him
guarantees.

Gestures
When a person starts with you
be frank, he usually
reveals to the interlocutor
palms in whole or in part. How
and other body language gestures,
it is completely unconscious
gesture, it tells you that
the interlocutor is talking at the moment
the truth.
One of the least visible and at the same time
the most significant non-verbal signals,
is the signal transmitted by the palm of a person.
The position of the open palm up is
confidential, non-threatening gesture. When the palm
turned down, in your gesture immediately
a shade of bossiness will appear. Gesture
"pointing finger" is one of the most
annoying, used by humans in the process
speech, especially if it coincides in meaning with
with the words spoken.

Gestures
The shrug gesture is
a good example of a universal
gesture that indicates that
the person does not know or does not understand, oh
than speech. It's a complex gesture
consisting of three components:
unfolded palms raised
shoulders raised eyebrows.
Rubbing the palms. Through
rubbing palms people
non-verbally convey their
positive expectations.

Gestures
Clasped fingers. Gesture
denotes disappointment and desire
hide your negative
attitude.
This gesture has three options:
fingers crossed raised on
face level, hands are on the table, on
knees when sitting or
down in front of you in a standing position.
There is addiction
between hand position and strength
negative feelings
experienced by man, then
is, it is more difficult with a person
will agree in case
if his hands are up.

Gestures
Spire-like position of the hands. This
the gesture has two options: hands
spire up and hands spire down.
The first position is usually
accepted when the speaker
expresses his opinion or expresses
your ideas. Second position
used when a person is not
speaks and listens.
Laying hands behind the back.
The "hands behind the back" gesture. It allows a person with
unconscious fearlessness to open their
vulnerable areas of the body such as stomach, heart, throat.
Gesture "laying hands behind the back with a grip on the wrist"
which indicates that the person is upset and
trying to pull himself together. In this case, one hand
grips the wrist as tightly as it does
trying to keep her from striking.
The person shows more effort for self-control,
if it grasps the forearm, and not just the hand.

Gestures
Extending the thumbs
hands speaks of authority,
superiority and even
human aggressiveness.
Also, lovers of this gesture
often stand on tiptoe to
become taller.

Gestures
The person takes the appraisal
pose if he props his cheek
fingers clenched into a fist, and
forefinger rests
in the temple.
When the index finger is pointing
vertically to the temple, and the thumb
supports the chin, it indicates
that the listener is negative or
is critical of the lecturer or
the subject of his message. Often
the index finger may rub or
pull the eyelid as
negative thoughts thicken.

Gestures
Stroking gesture
chin "means that
man is trying to accept
solution.

Facial expressions

Facial expressions - movements of the muscles of the face, it is
the main indicator of feelings. Counts,
that when stationary or invisible
the face of the interlocutor is lost up to 10-15%
information. The literature notes
more than 20,000 descriptions of facial expressions.

Facial expressions

A smile, like all non-verbal communication, expresses many
shades of experiences: there is a friendly, ironic,
mocking, contemptuous, ingratiating and other types of smiles.
Some psychologists are of the opinion that we do not smile.
just because we are happy about something, but also because a smile helps
we feel happier and more confident. Smile when you meet
relieves the alertness of the first minutes and contributes to more
confident and calm communication.

6.
7.
8.
Following the rhythm of the interlocutor is essential
a means for establishing mutual understanding. Never
speak faster than your interlocutor. Faster speech rate
creates a sense of pressure and control in people. Speed
speech coincides with the speed of the brain. Talk to
the same speed as the interlocutor, or slightly slower.
Copy intonation and tone of voice.
If you notice that every time you move forward
the interlocutor retreats, keep the distance. Your
the interlocutor unconsciously maintains distance,
necessary for him to feel comfortable.
Touch the interlocutor exactly as many times as he does
to you. If the other person doesn't touch you, do the same.

Conclusion

9.
10.
11.
Bridging is a technique that helps maintain
conversation and avoid situations in which you will speak
too much and your partner too little. As
"Bridges" you can use the expressions: "You want
say .. "," For example? .. "," So what? .. "," And then you .. "," So
way? .. "
Most people never really think about nods
Is the most powerful persuasion. The nod is very
contagious. If I nod to you, you will definitely nod back
- even if you don't agree with what I'm saying. Nods are great
a means to achieve agreement and cooperation.
In addition to nods, you can end questions with verbal
confirmations such as: "Isn't it?", "Really?", "After all
So?".
When the other person talks, encourage them to continue.
conversation using minimal encouragement. To such phrases
can be attributed: "I understand ..", "Yeah ..", "Really? .."

Conclusion

11.
12.
Using mirroring,
can influence
the results of your conversation with
eye to eye with another person.
Copying his gestures and posture
will help you arrange this
person to himself, because he
sees that you understand and
share his point of view.
Never copy those
feelings that, according to you
felt
companion.

Application

Peer
carefully into these
drawings and try
define shades
smiles of a man.
1 - Sincere smile. It is given only by the cheekbones
muscles, muscles of the lower part of the face are not involved.
2 - Scared smile. The corners of the lips are stretched along
towards the ears so that the mouth acquires
rectangle shape.
3 - Contemptuous smile. Muscles contract in
corners of the lips, causing a slight upward bend, clearly
expressed on one side.
4 - Pathetic smile. The main difference from
restrained - lack of all signs
muscle tension around the eyes.
5 - Chaplin's smile. Arched lip lift
much more powerful than a sincere smile.
6 - Fake smile. More asymmetrical than
sincere. Accompanied by muscle movement
around eyes.

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 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 and others). 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 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 the 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 like 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 during 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.

In the process pedagogical communication dominates the role of language as a functional sign system compared to 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 (unit of language) 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.

Communication is a complex process of interaction between people, consisting in the exchange of information, as well as in the perception and understanding of partners of each other. 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. 2

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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 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. 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: - 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. 10

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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 very good way show the client that you are listening to him. 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 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, 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. BUT 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. fifteen

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Views verbal communication: speaking, writing, listening. Oral speech: dialogue as one of the forms of verbal communication. Types of dialogue: informational, phatic, manipulative, polemical. Communication barriers of misunderstanding and ways to overcome them. TO verbal means communications include written and oral speech, listening and reading. Oral and written speech are involved in the production of the text (the process of transferring information), and listening and reading - in the perception of the text, the information contained in it. One of the main means of transmitting information is speech. In speech, language is realized and through it through utterances performs its communicative function. The main functions of the language in the process of communication include: communicative (function of information exchange); constructive (formulating thoughts); appellative (impact on the addressee); emotive (immediate emotional reaction to a situation); phatic (exchange of ritual (etiquette) formulas); metalanguage (interpretation function. It is used when it is necessary to check whether the interlocutors use the same code). The function that language performs in the process of communication is determined by the type of utterance and the selection of words. Depending on the goals that the communication participants pursue, the following types of statements are distinguished: message, opinion, judgment, recommendation, advice, criticism, compliment, proposal, conclusion, summary, question, answer.

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Speech is divided into external and internal. Inner speech is understood as a person's communication with himself. But such communication is not communication, since there is no exchange of information. External speech includes dialogue, monologue, oral and written speech... The problem of dialogue is the main one for studying the process of communication. Dialogue is a type of speech characterized by dependence on the situation of the conversation, conditioned by previous statements. The following types of dialogue are distinguished: informative (the process of transferring information); manipulative (hidden control of the interlocutor). The speech means of manipulation are: emotional impact, use of social norms and ideas, linguistic substitution of information; polemical; phatic (maintaining contact). In the process of communication, communication barriers may arise: Logical barrier - arises for partners with a different type of thinking. Depending on what types and forms of thinking prevail in the intelligence of each partner, they communicate at the level of understanding or misunderstanding. The stylistic barrier is the discrepancy between the form of information presentation and its content. Occurs when the message is not properly organized. The message should be built: from attention to interest; from interest to fundamentals; from the main provisions to objections and questions, answers, conclusions, summarizing. Semantic (semantic) barrier - arises when the linguistic vocabulary does not match with semantic information, as well as due to differences in the speech behavior of representatives of different cultures. Phonetic barrier - obstacles created by the peculiarities of the speaker's speech (diction, intonation, logical stress, etc.). It is necessary to speak clearly, distinctly, loudly enough.

Interrupting the interlocutor

Quickly conclusions.

Hasty objections

Unsolicited advice

Non-reflective listening is the ability to be attentively silent without interfering with the interlocutor's speech with your remarks.

Reflexive listening is the process of deciphering the meaning of messages through reflexive responses (clarification, paraphrasing, reflecting feelings, summarizing).

It is used when the interlocutor expresses such deep feelings as anger or grief, is eager to express his point of view, wants to discuss painful issues. Answers should be kept to a minimum such as "Yes!", "Well, well!", "Continue", "Interesting", "I understand", etc.

Clarification is an appeal to the speaker for clarifications using key phrases such as: "I did not understand", "What do you mean? Please clarify this."

When summarizing, the main ideas and feelings of the speaker are summed up, for which the phrases are used: "Your main ideas, as I understand, are ...", "If we now summarize what you said, then ...". Summing up is appropriate in situations when discussing disagreements at the end of a conversation, during a long discussion of an issue, at the end of a conversation.

When reflecting feelings, the emphasis is on reflecting to the listener the emotional state of the speaker with the help of phrases: "You probably feel ...", "You are somewhat upset ...", etc.

Paraphrasing - The speaker's own formulation of a message to test its accuracy. Key phrases: "As I understand you ...", "Do you think that ...", "In your opinion ...".