BUSINESS CONVERSATION
Topic 2. Non-verbal communication in a person's professional activity
- Non-verbal behavior. Gesture etiquette.
Eye contact (sight). Types of views, their interpretation and recommended actions.
Prosemic features of non-verbal communication.
National characteristics of non-verbal communication.
- Prosemic features of non-verbal communication (continuation of the lecture)
1) do not talk, even with friends;
2) do not look directly at others;
3) do not show your emotions;
4) if you have a book or newspaper in your hands, immerse yourself in reading;
5) the tighter in transport, the more restrained your movements should be;
6) in the elevator, look at the floor sign above your head.
There are rules for interaction, they need to be known and followed, depending on what place at the negotiating table is occupied by the participants in the communication. Consider the placement of negotiators in a study at a standard rectangular table in four positions of your interlocutor:
1) angular arrangement;
2) the position of business interaction;
3) competitive and defensive position;
4) an independent position.
The angular arrangement is typical for people engaged in friendly, casual conversation. This position promotes constant eye contact and provides scope for gesticulation and the ability to observe the interlocutor's gestures. The corner of the table serves as a partial barrier in case of danger or threat from the interlocutor. With this arrangement, there is no territorial division of the table.
Positioning partners against each other usually creates an atmosphere of competition. This arrangement of the interlocutors contributes to the fact that each side will adhere to its own point of view. The table between them becomes a kind of barrier. People take this position at the table if they are in a competitive relationship or when one of them reprimands the other. In addition, if the meeting takes place in the office, then such an arrangement also indicates a relationship of subordination. It should be remembered that a competitive-defensive position makes it difficult to understand the point of view of the interlocutors and does not create a relaxed atmosphere. Greater mutual understanding can be achieved in the angular position and in the business interaction position than in the competitive-defensive position. A conversation in this position should be short and specific.
People who do not want to interact with each other at the table take an independent position, placing themselves diagonally.
Most often, this position is occupied by library visitors, relaxing on a park bench, or visitors to restaurants and cafes. This position indicates a lack of interest. It should be avoided when frank conversation or engaging negotiations are required.
The creation of the psychological climate is significantly influenced not only by the location of the interlocutors at the table, but also by the shape of the tables themselves. Thus, a square table contributes to the creation of a rivalry between people of equal status. Square tables are great for a short business conversation or to emphasize a chain of command. Here, a cooperative relationship is established more with the person who sits at the table next to you, and the person who sits on your right will be more attentive to you than the one on your left. The person sitting directly opposite you will have the most resistance. At a rectangular table at a meeting of people of the same social status, the dominant place is the place on which the person sits, facing the door. The round table creates an atmosphere of informality and ease, and it is best to hold conversations for people of the same social status.
In order for all partners to take an active part in the conversation, a simple but very effective technique should be used: when a talkative interlocutor asks a question, while answering, look first at him, and then turn your head towards the silent interlocutor, then again towards the talkative interlocutor, and then again - towards the silent one. This technique allows the low-spoken interlocutor to feel that he is also involved in the conversation, and you - to win the favor of this person (this means that you can get support from him if necessary),
Thus, a square (or rectangular) table, which is usually a work table, is used for business conversations, negotiations, briefings. The Roundtable is most often used to create a relaxed, informal atmosphere and is good for when you need to reach an agreement.
You should not only choose the right shape of the table, but also be able to seat your interlocutor at it so as to create maximum psychological comfort. This is especially important when you invite him to a gala dinner at your home or restaurant. Try to get the person you are talking to sit with their backs to the wall.
- National characteristics of non-verbal communication
The meaning of the handshake
Despite the fact that a handshake is the only acceptable form of bodily contact in the business world, known and accepted by everyone, still one precaution does not hurt - when a person first meets someone in Asia, it is advisable not to reach out first, so how to cause inconvenience by imposing contact. It is necessary to wait for the interlocutor to extend his hand. In any case, this is the prerogative of the greeter or the boss.Touches
People in some parts of the world, especially in Asia, are very sensitive to touch. The misconception that you need to greet the Japanese with both hands is not true. You can't grab your wrist and elbow and put your hand on your shoulder. Americans take offense when change in Asian stores is put on a platter, and not given in hand, as if they are avoiding contact. In fact, they are showing respect and good breeding in this way. You need to treat business representatives from Latin America differently - they are very open and communicative. There, people who just got to know each other at a meeting use a longer handshake, hug each other, can touch the interlocutor's hand, elbow or shoulder during negotiations, especially in the emotional phase. In the Middle East, especially Muslims, they avoid physical contact with the opposite sex. Our and the Western version of the handshake - strong and short - will be a virtue in the West and a little offensive in the East. Therefore, if you are committed to the Western option, make sure that with your Eastern partners your hand does not pull back with visible disgust.
Smile signals
Almost all over the world, a smile carries a positive message: a person is happy or pleasantly surprised, wants friendship or just to be liked. But there are countries where a smile during business contacts is considered disrespectful, it is acceptable only during informal meetings. In addition, for the representatives of Latin America at a business meeting, a smile means "excuse me, please."Eye contact
Some features are inherent in eye contact.The Western habit of looking "eye to eye", and especially the American habit of looking "point-blank" in the eyes of the interlocutor, is not always perceived with a bang and is even considered rude. In some countries, avoiding eye contact is, on the contrary, considered respectful. For example, in America, this leads to misunderstandings: in some cities, there has even been friction between American shoppers and the national staff of Korean stores, as Americans perceived the refusal to look at them as an insult. Likewise, the local teachers thought that the Korean students were inattentive because they did not look at them during the lectures.
International Sign Language Etiquette
At first glance, familiar and harmless gestures inherent in us can offend others and cause trouble during business visits and travel abroad. Gestures are used to emphasize certain words, as well as to enhance the expressiveness of messages to others, but sign language is fluid and varies from country to country. For example, in Russia it is customary to raise your right hand up to help you find yourself in a large group of people and to bow your head slightly to identify yourself. For the same, the American will show his chest, and the Chinese will show himself. In order to give a sign that some person is stingy and greedy, in Colombia they will just lightly scratch their elbow with their fingers.The main gestures that can be misunderstood abroad are:
Point at someone or something with your index finger.
Lift up thumb up, closing the rest into a fist (Russian "vo!").
Form a circle with your thumb and forefinger, straightening the rest (American "o" key).
Make an inviting gesture with your index finger (like "come here").
In some countries, you can see some locals clap their hands, or raise their hand, or snap their fingers to call someone from the service staff - but foreigners are not always appropriate to use such gestures.
In England it is not necessary to show the "Victory" sign, or the "two" sign with the same fingers, with the palm facing you, but with the palm facing the interlocutor - it is quite acceptable. It is believed that in Russia, in no case when talking or other communication, you should not cross your arms over your chest, and also stand "on your hips" or with your hands in your pockets.
Topic 3. Psychological aspects of conducting a business conversation
- The essence of a business conversation.
Criticism in a business conversation: prerequisites, types of reactions, features of behavior.
Refusal in a business conversation: techniques of polite refusal, their scope.
Psychological methods of disposing of the interlocutor.
Methods of persuading the interlocutor.
- The essence of a business conversation
Business conversations are confused with business negotiations.
Business conversation involves the exchange of views, points of view, opinions.
Business negotiations are called upon to find a solution to a problem of mutual interest.
Business conversation can be used in the relationship "boss - subordinate", "employees of the organization - business partners", "employee of the organization - client", etc.
When studying this topic, we will focus on the most significant psychological aspects that arise in the course of a business conversation - criticism and rejection, and also consider certain techniques and methods of "soft" influence on the interlocutor.
- Criticism in a business conversation: prerequisites, types of reactions, features of behavior
The reasons for the situations when we are criticized:
- make comments and point out mistakes in work - the responsibility of the manager,
- “the client is always right,” therefore he is often dissatisfied and rude,
- seniors love to instruct and teach us,
- poorly educated people assert themselves by humiliating others,
- people tend to pay more attention to mistakes than to dignity, and to make comments to others.
There are 4 types of responses to criticism. Most people obey natural animal instincts and react like our distant ancestors: at the moment of danger, they run away, attack or freeze. Hence the first three types of reaction to criticism: justification, counterattack, and silence.
- JUSTIFICATION. Escape tactics. "Don't hit me - I'm good." It occurs in 60% of cases. In response to criticism, a person begins to say that the remark is unfair, he is not guilty, he is good, and begins to give numerous arguments in his defense. This type of reaction has several disadvantages. Firstly, because, making excuses, we take a humiliated position, similar to that of a child. Secondly, our excuses are often not needed by anyone, they are not expected and they do not want to listen. If a person has been waiting for you for half an hour in the rain, then he is not interested in your explanations of the reasons for being late.
KOHTRATAKA. Retaliation tactics. “I’m like that myself!”, “I hear it from that”, “Look at yourself!”. In response to criticism, a person himself attacks with criticism. This is how they react in about 20% of cases. Many people remember the saying: "The best defense is attack." We agree that it is better to attack yourself than to make excuses, on the other hand, a counterattack always provokes a conflict. And the conflict is, in including, wasted nerves and broken relationships. An outburst of anger, if it provides temporary relief, burns bridges to a normal resolution of the problem. Emotional outbursts often cause further depression.
Many people think that silence disarms the critic, calms him down. But in fact, silence in response to violent emotions is very annoying for certain people.
4. CONSISTENT METHOD. It is a method of dignified response to criticism developed by leading experts in the field of human relations. Its essence is to agree that it is fair - "the sword does not cut the guilty head." The main strategy: get out of a stressful situation as quickly as possible without conflict.
It is believed that phrases such as: "Until you calm down, I will not talk to you" or "Do not shout at me, please" only try to "plug" the valve of a boiling boiler. Such a "cauldron" will explode sooner or later, so it is better to let it boil over.
Within the framework of the conciliatory method, there are 3 types of criticism and, accordingly, 3 ways of a worthy response to each of them.
THE FIRST type of criticism is COMPLETELY UNFAIR. These are name-calling, insults ("Dumb", "Slob", "Incompetent", "Clueless" and so on) and generalized criticism ("Ugliness!", "What do you allow yourself?"). The abusive person is usually under the influence of emotion, not reason. This means that it is necessary to calm him down and make him think, not shout. In pursuing these goals, it is necessary to calmly and kindly ask the critic a few questions so that he concretizes his remarks and moves from emotion to reflection. Unfortunately, one question is never enough, since it is easy for a person to shout, but hard to think. Experts suggest asking the following types of questions sequentially.
Clarifying questions. "What do you mean?" or "What do you mean by that?" Almost always, after such a question, an irritated person is not able to immediately calm down and formulate his remark in a concrete form. He will answer approximately the following: "Don't you yourself know?" or "I mean, you can't work like that (you are a bad specialist, this is a disgrace, and so on)." That is, he will again apply a completely unfair type of criticism. We will patiently, calmly and kindly ask other questions until he says specifically.
Factual questions. "Please name the facts" or "Give examples." If on these questions you do not receive a specific formulation of remarks, but hear something like the following: “There are a lot of facts” or “There are more than enough examples,” then proceed to the next type of questions.
Alternative questions. "Don't you like this, this or that?" For example, "Do you dislike the way I talk to clients, or the way I write reports, or the fact that I'm late for work?" That is, you help the critic formulate specific comments. Here, most likely, he will already be able to correctly indicate your specific words or deeds that caused his dissatisfaction. For example: "You are 5 minutes late today." If you hear specific and fair comments, take note of them and ask the last type of questions.
Devastating questions. List all of his comments and ask if there are any more. “You don’t like the way I write reports, the way I talk on the phone, and the way I am dressed. What else do you dislike? " These questions are necessary in order for the critic to lay out everything at once that he is not happy with.
This is the most difficult way of reacting, but the criticism was formulated in the most unfair form. It is possible that your leading questions, when asked in a calm and benevolent tone, will surprise and even irritate the critic. It should be so. This means that he felt your superiority in this situation. He is used to pitiful excuses, counterattacks, or submissive silence, and you calmly try to sort out and take into account specific and fair comments as soon as you hear them. Surprise and annoyance on his part will soon give way to respect for you. Henceforth, he will criticize you specifically or in general, at the moment of irritation, he will bypass you.
THE SECOND type of criticism is PARTLY FAIR. When they criticize your habits, character or express their opinion (he has the right to think so). For example: “You’re always late (arguing, saying stupid things, and so on)” or “You like to poke fun at others (sleep, gossip, etc.),” or “You misbehave (dressed, talking, writing, etc.) ) ".
The critic does not call names, but points out a certain flaw of yours, but still too generalizes the area of criticism. It is impossible to fully recognize such a remark, but there is a fair part in it (at least his right to think so).
The way to adequately respond to this type of criticism is to recognize only the fair part of the criticism, and not to react to the rest. Be sure to start the answer with "yes" in order to reassure the interlocutor, win him over and demonstrate his readiness for mutual understanding.
For example, you were told: - You are always late.
A worthy answer: - Yes, today I was late.
Or:
- You are always wrong in spelling.
-Yes, in this report I have two-morphographic errors.
You can also respond to criticism such as "You have bad manners" or "You are poorly dressed":
- Yes, not everyone likes my manners - or:
- Yes, it may seem so.
THIRD type of criticism - COMPLETELY FAIR. This is specific criticism. They point you to your words or deeds, that is, they say that you said or did something wrong. Admit it right away, start again with yes:
- Yes, you are right - or:
- Yes, that's right, I'm sorry about that.
If you applied all three types of criticism at the same time, for example: “You are a bad worker. You cannot be entrusted with anything. You're always late. Today we were 20 minutes late. This is not the way to deal with the matter, "then it is also necessary to agree with what is completely fair, and not react to the rest. In the given example, the best answer is: "Yes, I was late today."
Two rules to follow when responding to any type of criticism.
1) Calmness. The tone of voice when responding to criticism should be calm, friendly, and interested. A malicious, aggressive, or annoyed tone can ruin everything.
2) Count the words. The answer should be as short as possible. About 5 words and not a single superfluous one, otherwise you will only add fuel to the fire. You should not say: "Yes ... but", because "but" means "no" and causes another wave of criticism. And brevity is needed precisely in order not to give the critic a new reason for comments, so that he could not "catch" on your own words.
- Refusal in a business conversation: polite refusal techniques, their scope
Consider three failure techniques.
Outright rejection
Primarily , the refusal must be legally justified. Otherwise, in the eyes of the client, it will look unconvincing and illegal. Reference to instructions, rules, legal regulations is a strong argument in case of refusal. However, it is impossible to regulate all the subtleties of relations in the business sphere by laws and office instructions. Sometimes it may be appropriate to refer to, say, the traditions of a firm like “this is not accepted in our country”.In any case, an explanation of the reason for the refusal is one of the requirements of business etiquette, an important psychological technique and a necessary condition for maintaining good relations with the visitor, a kind of "preventive remedy" against all kinds of troubles.
This can also be facilitated by the principle of psychological and emotional support in case of refusal. Such etiquette formulas as: “I understand you”, “I sympathize with you”, “I’m sorry that it happened”, “I am upset that I cannot meet you halfway”, etc., will allow not to look callous in the eyes of visitors and heartless. People with disabilities, elderly people who have suffered mental trauma are especially in need of emotional empathy. Understanding the problems of customers and visitors, an employee of the organization, in turn, receives the moral right to their indulgence in the event of his own mistake.
There are enough expressions in Russian that can be used to make a refusal polite and soften its categorical nature: "unfortunately, I can't," "I would love to, but ...", "I'm afraid I can't help you", etc. But simply “it’s not allowed”, “it’s not supposed to”, “I don’t think so” will sound rude and disrespectful.
Indirect rejection
Politeness can be achieved using the "indirect refusal" technique. In the etiquette culture of many peoples, it is most widespread. So, English etiquette in a situation of refusal does not recognize too categorical, straightforward forms. And by means of the English language it is difficult to convey such well-known negative exclamations as: “this is absolutely impossible”, “for the life of me, I can’t”, “no and no again”, “flatly refuse”, “for no money”, etc. .d.But Japanese etiquette is especially sophisticated in the technique of indirect refusal. The well-known journalist and publicist Vsevolod Ovchinnikov writes about this in the book "The Sakura Branch": "In conversations, people in every possible way avoid the words" no "," I can not "," I do not know ", as if these are some kind of curses, something that cannot be to say directly, but only allegorically and bluntly.
Even refusing a second cup of tea, the guest, instead of “no, thank you,” uses an expression that literally means “I'm already fine”.
If a Tokyo friend says, “Before answering your question, I must consult with my wife,” you should not think that this is a champion of women's equality. This is just one of many ways not to say no to a person.
Western marketing specialist Elmer Wheeler, author of How to Present Yourself to Others, also notes: “Know how to tactfully refuse something. They asked you to borrow money, do not say that you have not, that you cannot give. Better say: "I would gladly give if there were." Avoid conflict between you and the other person. Say that you agree with him, but a third party, usually impersonal, prevents you from meeting him halfway. "
Permanent refusal
Sometimes you have to deal with people who, in achieving their goal, literally go ahead. They blackmail, threaten with complaints.In such cases, politeness must be combined with firmness and integrity. A missed visitor can be put in place with the help of correctness - strict, formal, emphasized politeness. At the same time, no one will accuse us of overstepping the bounds of decency.
There is also a type of visitor who understands perfectly well that he is denied reasonably. Nevertheless, trying to achieve what he wants, he uses various tricks, flattery, compliments. He appeals to sympathy, humanity, swears that his fate, business, career and even life itself depend on the fulfillment of the request. In such cases, a "permanent failure" technique can be used. We unambiguously, clearly and concisely formulate what we cannot do. We do not allow ourselves to be sidetracked, we do not support side themes. We share the motivation of the other side, we agree with everything that our interlocutor says. And only in one thing we continue to pursue our line - intelligibly and clearly say that we cannot meet him halfway.
It is good if the circumstances allow us to partially satisfy the request of the visitor, to offer some other service in return or to fulfill the request later. Sometimes this transfer by itself solves the problem.
4. Psychological methods of disposing of the interlocutor
During communication with a partner, our senses receive a huge number of signals. But not all of them are realized. For example, you are talking to a person, but you cannot, closing your eyes, name the color of his tie. A signal that affected our senses, but was not recorded, may disappear for you without a trace, or it may not disappear. It all depends on how significant this signal is for a given personality, whether it carries a sufficient emotional charge for her. Bypassing consciousness, an emotionally significant signal remains in the sphere of the unconscious and from there exerts its influence, which manifests itself in the form of an emotional attitude.
If, in the process of communication, you send signals to your partner in such a way that, firstly, the signal has sufficient emotional significance for the partner, secondly, so that this meaning is positive for him, and thirdly, so that the partner is not aware of this signal, then there is such an effect: the communication partner will assert that “this communication was somehow pleasant”, “there was something in it that was pleasant”. If you repeat this more than once, then the partner will develop a fairly stable emotional-positive attitude. Having thus disposed a person to himself, it is more likely to achieve acceptance by him of his position, his inner agreement with it.
With the help of these techniques, you cannot convince anyone of anything and prove anything to anyone, but you can only win over the interlocutor.
Reception "proper name".
It is based on saying aloud the name (or name-patronymic) of the person with whom you are talking. And this is not only politeness. The sound of one's own name evokes in a person a feeling of pleasantness that is not always realized by him. There are several reasons for this:
1. The name assigned to this person accompanies him from the first days of life to the last. Name and personality are inseparable.
2. When a person is addressed without calling him by name, this is an “impersonal” address. In this case, the speaker is not interested in a person as a person, but only as a bearer of certain official functions. When a person is addressed and at the same time his name is pronounced (and the name is a symbol of personality), then, willingly or unwillingly, they show attention to his personality.
3. Each person claims to be a person. When these claims are not satisfied, when someone infringes upon us as a person, we feel it.
4. If a person receives confirmation that he is a person, then this cannot but cause him a sense of satisfaction.
5. The feeling of satisfaction is always accompanied by positive emotions, which are not necessarily realized by a person.
6. A person always strives for who (what) causes him positive emotions.
7. If someone evokes positive emotions in us, then he involuntarily attracts, disposes.
Meeting in the morning with your colleagues or subordinates and welcoming them, adding to the phrase "good morning" (psychologically more pleasant than the word "hello") the name and patronymic of each of them, you can call to yourself, albeit not pronounced, not realized, but positive emotions. When talking with a person, from time to time you should refer to him by name and patronymic. It is necessary to use this technique not from time to time, but constantly, having the interlocutor to yourself in advance, and not when you need something from him.
Reception "mirror of the relationship."
There are two tools in the arsenal of this technique - a smile and complements.
A slight smile involuntarily attracts people, because:
1. Most people smile sincerely and kindly at their friends, not enemies.
2. If, when communicating with us, a person has a kind and pleasant expression on his face, a soft, welcoming smile, then most likely this is a signal: "I am your friend."
3. A friend in the truest sense of the word is a like-minded person in some important issues for us.
4. One of the leading human needs is the need for safety and security. It is the friend who enhances this security, i.e. satisfies one of our most important needs.
5. Positive emotions make a person feel satisfied.
6. A person always strives for who (what) causes him positive emotions.
7. If someone evokes positive emotions, then he, willingly or unwillingly, forms an attraction.
It should be noted that the effect of this mechanism does not depend on whether your partner wants or does not want to have these positive emotions. The important thing is who will use this technique.
Compliments are words containing a slight exaggeration of the merits that the interlocutor wants to see in himself. In this sense, we will consider a compliment as one of the methods of forming attraction in business relations.
Of course, each of us is pleased to hear compliments addressed to us. At the same time, we realize that what has been said is, albeit small, but still an exaggeration.
If a person often repeats: "You are smart" or "You are great at this", although in fact this is not entirely true, then after a while he will really believe in his abilities and will strive to realize his potential.
In the effect of suggestion, there is, as it were, an absentee satisfaction of dreams, desires, needs of a person to improve some of his traits. In fact, the need in this case will not be fully satisfied, but the feeling of its satisfaction, the emergence of positive emotions on this basis, will be real.
A compliment differs from flattery precisely in that it contains a slight exaggeration. The flatterer greatly exaggerates the dignity of the interlocutor.
A compliment should be short, contain one or two thoughts, and should not contain teachings. It is necessary to avoid ambiguous phrases. Compliments should be spoken as often as possible. It is through practice that lightness and ease in a compliment is achieved, which makes it natural and irresistible. A compliment begins with the desire to say it. Find what you personally like about the interlocutor that you would like to borrow from him.
Reception "patient listener".
It takes a lot of time to patiently and attentively listen to the interlocutor. not everyone knows how to concisely and clearly express their thoughts. In addition, we have to listen to statements that are irrelevant. If you still listen to your subordinate, then he will satisfy his needs, receive positive emotions, linking it with you against his will. Since you were the source of these positive emotions, they will be "returned" to you in the form of a slight increase in sympathy for you.
Reception "personal life".
Each person, along with professional interests, has personal interests, hobbies and personal life. In empirical observations, it was noticed that if a conversation is conducted with a person in line with his expressed personal interest, then this will cause him increased verbal activity, accompanied by positive emotions.
5. Methods of persuading the interlocutor
1) The method of strong arguments
Strong arguments do not evoke criticism, they cannot be refuted, destroyed, not taken into account. This is primarily:
- precisely established and interrelated facts and judgments arising from them;- laws, statutes, governing documents, if they are implemented and correspond to real life;
- experimentally verified conclusions;
- expert opinions;
- quotes from public statements, books of recognized authorities in this area;
- testimony of witnesses and eyewitnesses of the events;
- statistical information, if it is collected, processed and summarized by professional statisticians.
2) Socrates method
This rule has existed for 2400 years. To get a positive decision on an important issue for you, put it in third place, preceding it with two short, simple questions for the interlocutor, to which he will surely answer you “yes” without difficulty. The fact is that when a person says the word "yes", endorphins ("pleasure hormones") enter his bloodstream, and, having received two portions of "pleasure hormones", the interlocutor tunes in favorably and it is psychologically easier for him to say "yes" than " No".
3) Image method
The persuasiveness of arguments largely depends on the image and status of the persuader. A high official or social position, competence, authority, support of the team increase the status of a person and the degree of persuasiveness of his arguments.
4) Method of attracting intermediaries
Involving, for example, in a dispute an additional interlocutor who has the same or similar opinion to yours provides a psychological "numerical advantage" in a business conversation.
5) The method of "decomposing the question on the shelves"
It is listed what the interlocutor loses by remaining at his own opinion, and what he gains if he accepts a different point of view.
Topic 4. Business negotiations: organization, conduct, evaluation of results
- Development of a negotiation plan.
Choosing a strategy for business negotiations.
Negotiation tactics.
National characteristics of the negotiation style.
Development of a negotiation plan
At the same time, the plan should be sufficiently specific and flexible, which allows the negotiator, ascertaining the opinion of the other party on the main provisions, to make the necessary changes to it.
In such an abstract way, making a plan can seem simple. However, experience suggests otherwise. When developing a plan, the negotiator is busy looking for all the new information, he gets acquainted with a large number of different papers, maintains relationships with colleagues who are associated with negotiations, etc.
The first stage of drawing up a plan consists in defining the most general provisions, the main ideas of the position in the upcoming negotiations. It is necessary, first of all, to define the area of negotiations and find out your interests. It is advisable to jot it down on paper. The best place to start is by answering questions about the other party: what is it doing, what is its position, where it is, what you know about its leaders, what it expects from the negotiations and what you need to learn more about it. Such an analysis allows you to activate the thought process, to think over the main ideas in detail.
The next stage is preparation of abstracts. In the most general form, the result is determined that you expect to get as a result of the negotiations. Example: "Company" Interoil ". Establish good business relationships, find out their capabilities, set the optimal price for the supplied products. "
Such theses should be extremely simple and short, no more than 20 words, so that they are always in mind during negotiations. If it is not possible to limit the thesis to this volume, then additional analysis and specification of goals is required.
The next step is to develop a negotiation plan and a mission statement at the start of negotiations. The plan should be as short as possible so that during negotiations it is always in front of you and can be captured at a glance. It is convenient to use keywords for this purpose.
The plan should define the following basic provisions:
a) a common platform for negotiations, determined taking into account your needs and desires;
b) main goals;
c) the strengths and weaknesses of your organization in these negotiations;
d) a similar assessment of the strengths and weaknesses of the counterparty's platform, as well as the position that he is likely to take. A dossier with all the information necessary for negotiations should be attached to the plan.
It is advisable to identify issues on which agreement can be reached from the outset, and those on which your positions differ. This will provide an opportunity to establish an existing community of interest, which will help facilitate bridging gaps.
- Choosing a business negotiation strategy
Cooperation strategy
The main type of strategy is a strategy of cooperation, aimed at ensuring that through interaction to obtain optimal results for both parties. It is equally important that the cooperation strategy gives the participants the opportunity not only to share what is available, but also to significantly increase it. Only on a reciprocal basis can reliable business relationships be built, and the agreements reached can be consistently implemented.Leaders of large corporations have repeatedly stated that the partner should be treated even better than themselves. President of United Technology Corporation K. Krapek says that his corporation “has a golden rule: you need to treat your partner better than you treat yourself. And if both partners adhere to this rule, then there is no better basis for successful cooperation. " One cannot but pay attention to the last provision. Indeed, a high level of attention to the interests of a partner is possible only on the basis of reciprocity.
As a general principle, this is all correct. However, life introduces significant diversity in the application of the principle. Therefore, it is important to understand the understanding of mutual benefit, mutual benefit.
Respect for the interests of the other party must be demonstrated from the outset. If she is convinced that the negotiations have no prospects for her, then she will simply leave them. Both sides lose. It should be borne in mind that your winning does not mean the other side is losing. You should achieve your main goal and yield to your partner that which does not contradict her.
Experience shows that there is no need to strive for complete victory. One can be content with partial success in these negotiations and create favorable conditions for subsequent ones. You can achieve a solution to an issue that is especially acute for you at this time, leaving less acute issues for future negotiations. Moving towards a goal in stages is not the worst strategy. Moreover, there is a situation when in the name of the future it is worth agreeing with a not very profitable option, of course, if this does not affect your fundamental interests.
Partnership relations require the ability to look into the future, to determine the prospect of interaction. When developing a strategy aimed at reaching a partnership agreement, it is necessary to carefully analyze its pros and cons. For all its positive features, it can turn out to be less profitable than a series of individual short-term trades.
Thus, a partnership relationship can bring significant benefits to both parties. However, given the length and complexity of the relationship, special negotiation skills are required to ensure that all the many details are in your best interest. Therefore, the parties present their best teams for such negotiations. In general, all negotiation requirements remain valid. But every factor in your negotiation skills gains added value given the longevity and importance of the agreement.
The features of partnership negotiations include the following:
a) the ultimate limitation of the possibility of using tricks, tricks;
b) a higher level of openness and decency;
c) the sincerity of the desire to do business, to achieve mutually beneficial results;
d) a higher level of negotiators.
Fight strategy
Elements of struggle are inherent in any strategy. In this case, we mean a strategy that is entirely focused on struggle as a means of achieving an end. In such negotiations, the stake is placed on a complete victory over the other side. The fact that this is not the best strategy is evidenced by all the previous presentation, not to mention the experience of business negotiations. However, it makes sense to highlight the negative aspects of this kind of strategy.It is incompatible with the basic principles of negotiations, from the very beginning it eliminates the possibility of good faith interaction between the parties; denies the possibility of developing mutually beneficial relationships in the future; provokes the other side not only to resist, but also to retaliate, as a result of which the instigator may ultimately lose; having imposed an agreement on the other side, one can hardly expect that it will fulfill it in good faith. All of this is so significant that experienced negotiators, even with the best balance of power for them, prefer to avoid it.
Nevertheless, such a strategy has to be faced. For example, it is used in cases when it comes to a separate transaction and the parties are not interested in further relations. Another case - one of the parties occupies an absolutely dominant position and is not very interested in reaching an agreement with this partner. For example, a large corporation that has a broad opportunity to purchase the same product from competing suppliers. In such cases, we are generally talking about concluding a deal in accordance with the presented ultimatum.
The fighting strategy is based on dominance. It proceeds from the premise that the goal of negotiations is victory, and the main instrument for achieving the goal is strength. All this determines the nature of tactical techniques and behavior of the negotiator. He is fully focused on resolving substantive issues as quickly as possible, and does not attach importance to how his actions are perceived by others. With his tactics and behavior, he achieves a consolidation of the position of strength. For these purposes, a variety of techniques are used, characterized by the following:
constant striving for victory in every issue and at every stage of negotiations;
the use of forceful methods, for example, the imposition of a high pace of negotiations and issues to be discussed, and at the same time the unwillingness to make concessions.
To resist such actions, it is advisable to keep in mind a number of provisions. In such cases, the initial phase of negotiations loses its meaning; there is no way to create a favorable atmosphere, agree on a work plan, find out mutual interests.
The main thing, perhaps, is to prevent the development of the struggle from the very beginning. For these purposes, you can use the following methods:
a) reject the questions asked at the opening;
b) try to support the first period when communication is being established;
c) not answer questions aimed at understanding your capabilities;
d) prevent the assertion of the leading role of the other side, primarily in the initial period.
Don't give in to pressure. Information is provided only in return for information comparable in value; any even minimal concession must be compensated for by a comparatively equivalent one. In case of an outburst, the best remedy is to take a break. Even if this outbreak is artificially caused, it interferes with the perception of what is being said by the other side.
Remain calm under all conditions. This makes it possible to assess the situation more soberly and, in addition, chills the ardor of the other side, hinders its desire to harden the discussion. This is not an easy matter. These kind of negotiators do not hesitate to touch upon personal moments, to influence you as a person, for example, raising their voice, showing a condescending attitude, etc. In extreme cases, they leave the negotiations in order to give the other side the opportunity to cool off and assess the situation they have created.
3. Tactics of negotiations
Within the framework of negotiation tactics, there are horizontal and vertical approaches to negotiations, as well as approaches to resolving contradictions in the positions of the parties.
With a horizontal approach, the discussion goes on a wide front, they make some progress on all issues, then return to them again for further progress, and again on all issues.Vertical tactics are characterized not by breadth, but by depth of approach. They start with one question and discuss it thoroughly. Then they move on to discussing the next question in the same way, and so on.
In the course of the negotiations, discrepancies and contradictions in the positions of the parties are revealed. There are two approaches to their settlement. In one case, one side or the other takes the initiative, plays the role of a leader, and the other follows it, for example, one side expresses its position, and the other focuses on its critical analysis.
In the second approach, the parties act in parallel. One side expresses its position, the other finds out the details of interest to it and makes sure that it correctly understands the stated position. After that, the second side presents its own position, while not expressing an opinion about the position of the first side.
The choice of which approach depends on the specific conditions and under certain circumstances can be significant. Leadership leads to controversy on every issue. A parallel approach makes it possible to get to know each other's positions and focus on jointly resolving issues to be resolved.
- Techniques used in business negotiations, and methods of countering them.
The partner proposes to discuss certain issues "outside the protocol". The goal is to get more information. Countermeasures - if appropriate, you can accept the offer, but this obliges you to disclose additional information.
Reception "snowball".
Before starting negotiations, the partner provides a large amount of material that needs to be studied in a short time. The goal is to create a situation in which the partner may overlook some important issues. The method of counteraction is to ask the partner to sort the material according to the degree of importance, using leading questions, specifying the details of interest.
Accept "my final proposal".
At a certain stage in the negotiation process, the partner says: "And this is my final proposal." The goal is to “fix” with this phrase the previous agreements that suit him. The method of counteraction - if these agreements suit you too, then the negotiations can be ended, if not, then the negotiations continue until all the questions of interest are clarified.
Reception "good and evil".
In the team of negotiating partners, one plays the role of "evil" (threats, accusations, aggressive behavior), the other - "good" (calmness, benevolence, constructivism). The goal is to play in contrast. Method of counteraction - even if it is possible to continue to negotiate without the participation of the "evil" (suggesting a truncated composition of participants), one should be careful not to disclose confidential information.
Reception "absurd start".
The partner starts negotiations by making completely absurd theses. The goal is to transfer the initiative to the opposite side, so that the partner was the first to start "revealing his cards." The method of counteraction is to give out information of a general informative nature instead of the “absurd beginning”, thereby showing a conscious desire to negotiate in a more constructive manner.
5. National characteristics of the negotiation style
Although there has been a recent trend towards internationalization and standardization of the style and procedure of international business negotiations, the peculiarities of national culture still affect the behavior of the negotiators. Therefore, it is advisable to at least briefly dwell on the features of national styles.USA. The American style is becoming more and more influential. It is to him that most of the world literature is devoted, representatives of a different nationality are striving to master it. Personal qualities are emphasized. The negotiator must be highly professional and, moreover, able to create an atmosphere of sincerity and warmth. He tends to be open about his feelings and actively participate in social gatherings. Negotiations begin confidently, seeking confirmation of his point of view.
The Americans are striving to move as quickly as possible to a discussion of substantive issues. In doing so, they proceed from the assumption that other participants must play by the same rules. Show respect for worthy opponents, but also actively take advantage of the weaknesses of the other side. Are prone to a style aimed at obtaining one-sided benefits, and in general expect the same from a partner. The Americans widely use "package" deals, in which the problem is solved in a complex by means of mutual concessions.
Great Britain. Interestingly, the closest relatives of Americans, the British, differ significantly from them in style. Usually they are credited with the following traits: a) amateurs, in contrast to American professionals; b) often do not attach due importance to preliminary preparation; c) soft to handle, pleasant to talk to; d) flexible and willing to respond to new initiatives.
etc.................
Non-verbal communication in professional activity civil servant.
Yumasheva E.M.,
Assistant at the Department of Humanities and
socio-economic disciplines
The emergence of a new Russian statehood, fundamental changes in all spheres of the life of society, the use of new forms of organization of economic and political structures, an orientation towards new social strata and groups make high demands on the professional training of management personnel.
Of great importance in these processes are issues of culture, moral education of managers, business communication in the field social management and public service.
A manager spends a significant part of his time on communicating, collecting, processing and sending information. According to some reports, senior managers spend up to 70% of their time on information roles and communication functions 1. However, despite the existence of various means of transmitting and receiving messages, the most valuable (and most often confidential) information for making management decisions is transmitted and processed through direct communication. Such communication is called complete. How is it different from incomplete communication? In the latter case, the sender of the message expects from the recipient only an acknowledgment of receipt. Full communication is typical for conversations, negotiations, briefings, etc. And it is with full communication that non-verbal communication channels function most effectively.
The importance of non-verbal signals in the implementation of managerial communications can hardly be overestimated. According to some reports, in the process of communication between people, from 60 to 80% of organizational communications is carried out through non-verbal means of transmitting information, and only 20-40% of information is transmitted using words 2.
Non-verbal communication accompanies the performance of civil servants of their main functions: decision-making, coordination of the work of subordinates, establishing relations with the external environment of the organization, applying disciplinary procedures and motivating employees, resolving conflicts, receiving and transmitting information, holding meetings, meetings and negotiations. At the same time, it is easy to see that all the activities of a civil servant involve communication as an essential element of achieving success. It is also clear that non-verbal communication skills and experience determine art and its performance.
An important role in official communication is played by the phenomena involved in the sound organization of speech, as well as kinesic means: gestures, facial expressions and postures of the participants in communication. They can duplicate the lexical and syntactic means of the language or contradict them; accompany the statement, supplement it, emphasizing individual words; they can even be used instead of words. Therefore, often the sound of a voice, a gesture, a person's gaze can say more than the phrase he uttered.
Consider the means of sound design of speech and the actual non-verbal means of communication used in the professional activities of a civil servant.
Sound organization of speech. The sound features of speech constitute the phenomenon that is called the beauty, melody, musicality of a particular language. Even in ancient rhetoric, the requirement for a euphony (euphony) of speech was formulated. Aristotle argued that what is written should be easy to pronounce.
Euphoniousness involves the use of such a combination of sounds that is convenient for pronunciation and pleasing to the ear. Ideas about the euphony of a language have national specifics. For native speakers of the Russian language, in business communication, you should, if possible, avoid difficult-to-pronounce sounds, alternate short and long words.
A few words about intonation, its components, functions in the language and the possibilities of using it in business communication.
The special role of intonation in communication has been recognized by people for a long time. According to contemporaries, the ancient Greek philosopher Socrates expressed his opinion about a person only after he heard his voice. We do not always think with what intonation we need to pronounce a phrase and how, thanks to intonation, the meaning of the statement changes. Take, for example, the words "yes" and "no" as responses in dialogue. “Yes” can express agreement with the interlocutor, surprise, delight, doubt, denial ... “No” - categorical disagreement, reflection, doubt ... Bernard Shaw very subtly remarked: “There are fifty ways to say“ yes ”and five hundred ways to say "No" and only one way to write it. "
The term "intonation" comes from the Latin verb intonare (to pronounce loudly), but the modern concept of "intonation" has nothing to do with the etymology of this word. Intonation is a set of sound means of a language: various ratios of tonal pattern (melody), intensity (loudness), duration (tempo) and phonation (timbre).
In an utterance, intonation performs various functions: communicative (with its help, the main types of utterance are realized: question, narration, motivation), excretory, associated, in particular, with logical stress and emotional. In addition to the listed functions of intonation, one can note its great role in expressing the modality of the utterance, expressing the speaker's attitude to the content of the utterance, its significance, the degree of its expectation and desirability, and its subtext (meaning that is not equivalent to the content expressed by the lexical series).
Let us dwell on some intonation mistakes that are encountered in oral business speech.
First of all, this concerns the melody of the phrase. The fact is that recently, fashionable intonations that imitate English have spread. They are typical not only for the youth environment, "greedy" for everything Western, but are also found in the speech of some TV commentators and public figures. For example, the use of an ascending tone on the stressed syllable of the last word in narrative statements is not characteristic of the intonation of the Russian language. Emotionally neutral information, when pronounced in this way, acquires inappropriate expressiveness.
There are other shortcomings of speech associated with melody. Often the speaker's speech is too monotonous, and, therefore, inexpressive. She "lulls" the interlocutor.
Therefore, you need to strive for the melodic variety of speech. It is also important to pay attention to the fact that, according to the laws of etiquette, we have no right to seize the initiative in a conversation while we hear the intonation of incompleteness from the interlocutor. Otherwise, we distract, interrupt him.
Intensity (from the French intensif - intensified, tense) is also a very important component of intonation. As for business communication, for him, for example, loud speech is completely inappropriate: it is not customary to speak loudly in public places. Loud speech is usually emotional, but well-mannered people do not give free rein to their emotions in a business setting.
A too quiet voice is also undesirable in business communication. Others will consider the owner of a quiet voice a timid, insecure person or will constantly ask him again. If a person does not want his words to be heard by strangers, he should communicate in private with the interlocutor of interest, but not whisper with him in front of other colleagues.
Tempo (from Italian. Tempo from Latin. Tempus - time), or the speed of speech, corresponds to the temperament and the so-called tempo of a person's life. The researchers believe that the rate of speech is difficult to adjust, at best it can be done for a short time. Speaking too quickly indicates that the person is very agitated. It takes a lot of effort from the listeners to follow the content of the speech, they quickly get tired. A too slow pace of speech indicates that the speaker either has difficulty choosing words or does not want to talk about something.
A pause (from Latin pausa from Greek pausis - cessation) is a temporary stop of sounding, a short break. Informal business communication is characterized by both short and long pauses. The more solemn the speech, the more official, the more lengthy pauses there are, for example: the final speech at the court, the official statement, the final speech at the scientific conference, etc.
The timbre of the voice (from French timbre - color, character of sound) is a kind of "sound gesture", often considered as an extra-linguistic (paralinguistic) means. It is very individual and depends on what overtones accompany the main tone of the speaker. The success of many famous people is to some extent attributed to the timbre of their voice.
It is believed that a high, piercing tone of voice, if it prevails in the speaker, is annoying, too low is tiring. But in general, a low voice is often found in people who are calm, independent, self-sufficient, self-confident. It is unlikely that the owner of a "squeaky", childish voice will be taken seriously as a business partner.
So, the sound organization of a civil servant's speech is worth serious work on.
In official communication, it is necessary to monitor the tempo and volume of speech, use the full style of pronunciation (not "swallow", that is, pronounce the words clearly), observe the rules of the euphony of speech; control your voice, which should sound businesslike, confident, but at the same time friendly.
It should be remembered that the intonation characteristics of the speaker's speech are different in a public speech in front of a large audience and in a small group, in strictly official and semi-official communication.
Sloppy, colloquial intonations indicate inattention to their speech. And the abuse of paraphonisms (mmm ..., uh-uh ..., O-o ...) speaks of a low speech culture of the speaker and has a negative impact on the audience.
A pleasant, melodic voice, correct, appropriate intonation emphasize professionalism, and an unpleasant voice, colloquial intonation can negate many of a person's dignity, because those around him will suspect that the interlocutor is not a very cultured person who does not work on himself. The voice is an integral part of the charisma of a statesman, an important instrument of his professional activity.
Kinematic means of communication. Another essential non-verbal tool in interpersonal contact that enhances the effect of speech is kinesics as a set of gestural and facial capabilities of a person. Pose, gesture, facial expression, smile, look - these are often the basis of the first impression of a person, which can be very difficult to change. A large number of books have been written about kinesics, many universities in the world teach this discipline, major politicians and businessmen are taught sign language and facial expressions.
For a civil servant, understanding and using non-verbal language is a prerequisite for a culture of business behavior. Each gesture in a business communication situation carries certain information to the interlocutor, which must be correctly deciphered.
For example, a handshake as a mandatory sign attribute of business and friendship is a traditional and ancient form of greeting, as well as a symbol of concluding an agreement, a sign of trust and respect. It is no coincidence that the German philosopher I. Kant called the hand "the visible part of the brain." The intensity and duration of the handshake testifies to a lot: a short or sluggish handshake is a sign of indifference, too long can cause irritation, superiority is expressed by the hand on top, informal relationships are emphasized by a two-handed handshake and only a slightly elongated handshake along with other non-verbal means (smile, look ) demonstrates friendliness and willingness to cooperate.
During communication, the widest range of gestures is observed, expressing not only a specific action, but also the internal state of a person: confidence, discontent, surprise, indifference, embarrassment, and many other feelings: banging your fist on the table, slapping your forehead, turning your back, shaking shoulders, spread your arms, point to the door, lower your hands, shake your finger at others.
When speaking from the rostrum, a civil servant should pay attention not only to the sound and content of his message, but also to those illustrative gestures that he uses to explain what has been said. With the help of such gestures, certain points of the message are reinforced. According to prominent theorists of oratory, expressive gestures should correspond to the meaning and meaning of a phrase or a single word. This is the only way gestures are able to "liven up speech", to enhance its emotional sound. However, not all of the speaker's gestures have a beneficial effect on the audience.
Too frequent, mechanical, fussy or abrupt movements distract from the main content, irritate the audience and dislike the speaker. We must try to give up bad habits, manifested in unjustified gestures: twirl glasses or a button on a jacket in our hands, touch ourselves by the ear or nose, walk too fast during a performance, or waving your arms excessively. During a business conversation, as well as during a speech, you should not abuse gestures, as they distract the attention of the listener, interfere with the perception of sounding speech. The intensity of gesticulation may indicate the employee's lack of confidence in himself and his knowledge, about his nervousness and emotional instability.
Scientific research in the field of linguistics has shown that there is a direct relationship between social status, power, prestige of a person and his vocabulary. In other words, the higher a person's social or professional position, the better their ability to communicate in words and phrases. Research in the field of non-verbal communication has identified a relationship between a person's eloquence and the degree of gesture a person uses to convey the meaning of their messages. This means that there is a direct relationship between a person's social status, his prestige and the number of gestures and body movements that he uses. A person at the top of the social ladder or professional career may use the wealth of their vocabulary in the process of communication, while a less educated or less professional person will more often rely on gestures rather than words in the process of communication.
So, the role of non-verbal means of communication in the professional activities of civil servants is extremely great. A person cannot speak while remaining motionless: without gesticulating or changing facial expressions. Ignoring these kinetic elements deprives speech of emotionality, destroys its logical course, and makes it meaningless in certain cases. Therefore, when communicating, ignorance of the characteristic foundations of non-verbal behavior complicates mutual understanding, leads to misunderstandings, and the competent speech behavior of a modern manager (primarily oral speech), supplemented by correct non-verbal behavior, is an indicator of the success and effectiveness of his activities.
1 Hitt M.A., Viddlemist R.D., Mathis R.L. Management: concept and effective practice. N.Y., ect. 1983. P. 221.
2 Pease A. Body language. - M., 1992.S. 5.
Non-verbal communication
Non-verbal communication, better known as the language of posture and sign language, includes all forms of human expression that do not rely on words. Psychologists believe that reading non-verbal cues is essential condition effective communication.
The most significant non-verbal means are kinetic means - the visually perceived movements of another person, performing an expressive - regulatory function in communication. Kinesics include expressive movements, manifested in facial expressions, posture, place, gaze, gait. A special role in the transmission of information is assigned to facial expressions - the movements of the muscles of the face. Look, or eye contact, which is an extremely important part of communication, is very closely related to facial expressions. When communicating, people strive for reciprocity and feel discomfort if facial expressions are absent.
Information is carried by such movements of the human body as posture, gesture, gait.
Pose is the position of the human body, typical for a given culture, an elementary unit of spatial human behavior. The pose clearly shows how this person perceives his status in relation to the status of other persons present.
Communication gestures carry a lot of information. The specific meaning of individual gestures differs from culture to culture. However, all cultures have similar gestures, among which are:
- - communicative (gestures of greeting, goodbye, attracting attention, prohibitions, satisfactory, negative, interrogative, etc.); social non-verbal communication counseling
- - modal, that is, expressing an assessment and attitude (gestures of approval, dissatisfaction, trust, distrust, confusion, etc.);
- - descriptive gestures that make sense only in the context of a speech utterance.
By the person's gait, that is, the style of movement, one can recognize his emotional state.
Prosody is the general name for such rhythmic and intonational aspects of speech as pitch, loudness of a voice tone, timbre of a voice, stress strength.
The extralinguistic system is the inclusion of pauses in speech, as well as various kinds of psychophysiological manifestations of a person: crying, coughing, laughing, sighing, etc.
Prosodic and extralinguistic means regulate the flow of speech, save linguistic means of communication, they complement, replace and anticipate speech utterances, express emotional states.
The taxic means of communication include dynamic touching in the form of a handshake, patting, and kissing. Handshakes, for example, are divided into three types:
- - dominant (hand on top, palm turned down);
- - submissive (hand below, palm turned up);
- - equal.
Such a tactical element as a pat on the shoulder is possible under the condition of close relationships, equality of social status of the communicants.
To a greater extent than other non-verbal means, the tactical means of communication perform in communication the functions of an indicator of status-role relations, a symbol of the degree of intimacy of the communicators. Inadequate use by a person of taxicum means can lead to conflicts in communication. E. Hall described the norms of approaching a person to a person - the distance characteristic of North American culture. These norms are defined by four distances:
- - intimate distance (from 0 to 45 cm) - communication of the closest people;
- - personal (from 45 to 120 cm) - communication with familiar people;
- - social (from 120 to 400 cm) - preferably when communicating with strangers and during official communication;
- - public (400 to 750 cm) - when performing in front of various audiences.
Violation of the optimal communication distance is perceived negatively.
Non-verbal remedies communication is needed in order to:
- 1) regulate the course of the communication process, create psychological contact between partners;
- 2) to enrich the meanings conveyed by words, to guide the interpretation of the verbal text;
- 3) express emotions and reflect the interpretation of the situation.
Non-verbal means of communication, as a rule, cannot accurately convey meanings on their own (with the exception of some gestures). They usually turn out to be somehow coordinated with each other and verbal texts. The totality of these means can be compared with a symphony orchestra, and the word with a soloist against its background. The mismatch of certain non-verbal means significantly complicates interpersonal communication. Unlike speech, non-verbal means of communication are not fully understood by both speakers and listeners. No one can completely control all of their non-verbal means.
Non-verbal means of communication are divided into: visual, acoustic, tactile-kinesthetic and olfactory.
1. Visual means of communication:
Kinesika - movement of arms, legs, head, torso; ... direction of gaze and eye contact;
- * expression of the eyes;
- * facial expression;
- * posture (in particular, localization, changing poses relative to the verbal text);
Skin reactions (redness, sweating);
- * distance (distance to the interlocutor, angle of rotation to him, personal space);
- * communication aids, including physique features (gender, age) and means of their transformation (clothing, cosmetics, glasses, jewelry, tattoo, mustache, beard, cigarette, etc.).
- 2. Acoustic (sound) means of communication:
- * paralinguistic, i.e. speech-related (intonation, volume, timbre, tone, rhythm, pitch, speech pauses and their localization in the text);
- * extralinguistic, i.e. not related to speech (laughter, crying, coughing, sighing, gnashing of teeth, sniffing, etc.).
- 3. Tactile-kinesthetic means of communication:
- * physical impact (leading a blind person by the hand, contact dance, etc.);
- * Takeshika (shaking hands, slapping on the shoulder).
- 4. Olfactory means of communication:
- * pleasant and unpleasant smells of the environment;
- * natural and artificial human odors.
Each specific culture leaves a strong imprint on non-verbal means, therefore there are no common norms for all of humanity. The non-verbal language of another country has to be learned in the same way as the verbal one.
Event in the specialty on the topic: "Non-verbal communication"
Prepared by the teacher of the Russian language and literature, DOSH №133 Smolenskaya Anna Mikhailovna
Target: 1) to familiarize students with the concept of "Non-verbal communication", to update and replenish basic knowledge about communication, to realize the connection between written and oral broadcasting, between verbal and non-verbal communication;
2) develop the ability to draw current conclusions based on the behavior of others, be attentive to aggressive people; to form a tolerant attitude towards interlocutors;
3) foster communication etiquette, respect for others, interlocutors.
Lesson type: Combined.
Equipment: Handouts (cards), presentation, illustrative material.
During the classes.
Teacher's word: Do you know what non-verbal communication is? Okay, let's get to know each other together.
An important element of human life and relationships is psychological contact and communication. The need for contact with others like you exists in the animal world, but communication is a huge gift, the property of human social being. Thanks to communication, a person learns the world, his own spirituality, maintains a psychological connection with other people through mass communication and direct relationships, without which it is difficult to maintain an emotional life status.
Communication - a multifaceted process of establishing and developing contacts between people, which provides for the exchange of information, certain tactics and strategy of interaction, perception and understanding of the subjects of communication of each other.
It has historically developed in the process of joint activities of people, where at first it played an auxiliary role: it organized and accompanied certain actions.
With the increasing complexity of activity, it acquires relative independence, begins to perform the specific function of transferring forms of culture and social experience to the next generations.
Human communication is supported by certain means. A person is able to express and consolidate his feelings and thoughts in words and gestures, giving a communicative space in which her inner world and the external, objective world unite, coexist. Such means that a person uses in his communication are verbal (verbal) and non-verbal means (facial expressions, pantomime, expressive body movements).
Verbal communication uses language as a sign system - the most universal means of human communication, which provides a meaningful aspect of interaction and mutual understanding in the process of joint activity. The accuracy of the listener's understanding of the content of the utterance can become obvious to the communicator only when the “communicative roles” change, that is, when the recipient becomes the communicator and by his utterance will let him know how he revealed the content of the information.
One of the means of communication is non-verbal (non-verbal) communication. These are various body movements (gestures, facial expressions, pantomime), other means of external non-verbal transmission of a person's emotional states (for example, redness, paleness, changes in the rhythm of breathing, etc.), which serve as means of information exchange between people. Sometimes they talk about a person's non-verbal behavior. In this case, we are talking about the forms of his behavioral activity, not related to language, but those that perform a communicative function (for example, the placement of a person in space, the manner of holding some objects, etc.).
Is it clear what is verbal and non-verbal communication? Good! Let's try to independently determine the behavior and intentions of people by postures, facial expressions and gestures? We divide into groups (students receive cards).
While you work, I will tell you a few cases related to non-verbal communication.
More than two thousand years ago, the Chinese sage Lu Wang accidentally met an unfamiliar young man, with whom he hurried to establish friendly relations, moreover, he married his daughter to him. One can only wonder at the sage's perspicacity: a few years later, an unknown young man proclaimed himself the ruler of the Celestial Empire, the first emperor of the Han dynasty. The happy father-in-law claimed that he read the young man's features and a great future.
It is known, for example, that in a circus, performers talk to each other with the help of gestures and some body movements. Sometimes the life of a person who works under the dome depends on how accurately his gestures are understood by those people who insure him below. This sign language is understood by all circus performers, regardless of nationality and language.
There are such non-verbal signals that one nation carries one information, and another - another. So, for example, the majority of European peoples convey consent by shaking their heads from top to bottom. Bulgarians, on the other hand, convey their disagreement with this gesture, while the Japanese only confirm that they are listening to the interlocutor attentively. The use of such gestures often causes misunderstandings, and if the exact meaning of gestures in the culture of a particular people is unknown, then it is better not to use them when communicating with foreigners.
Our compatriots, who now live and work in the United States of America, say that one of the basic rules that they had to specially learn there is the rule to smile always and in all cases. But, observing the American principle of constantly smiling, one should not forget that the smile should be adequate to the situation and not irritate the interlocutor.
A. Makarenko admitted that he felt like a teacher only when he could give the same order in twenty different intonations.
In the media we find material about an Italian actor, while on tour in Poland, he read a monologue. It seemed to the listeners that it was a monologue of a terrible criminal who repents of his deed and sincerely asks for forgiveness. Many of the listeners had tears in their eyes. Then it turned out that the actor had not prepared a spare number and simply italian pronounced numbers from one to a hundred, but with different intonations and gestures.
No less interesting fact, in my opinion, is that Vladimir Vysotsky, with his hoarse voice and high emotionality, turned simple words into a heartbreak, forcing other people to look around him differently.
I hope you are finished by now. We are ready to listen to your options and analyze them. We start with the first group (while the students are answering and analyzing their answers, we are preparing the presentation for viewing).
I thank you for your work, you were quite attentive to the assignment and gave many correct answers. Now we will clarify the interpretation of the images, which turned out to be difficult. Attention to the screen (teacher's story behind the presentation).
Closing remarks from the teacher: Unfortunately, lack of time does not allow us to consider all means of non-verbal communication, so if you are interested in the topic of our event, please contact me. I would be happy to advise you on interesting literature on this matter. Now, I am sure, you will no longer make mistakes and correctly determine the reaction of interlocutors to your words and carefully monitor the behavior of the people around you.
Thank you for attention. Goodbye.
Non-verbal communication is a non-verbal form of communication that includes gestures, facial expressions, postures, visual contact, timbre of voice, touch and conveying imaginative and emotional content1.
The language of non-verbal communication components: primary languages of the non-verbal system: a system of gestures that differs from the language of the deaf and dumb, pantomime, facial expressions, etc .; secondary languages of the non-verbal system: Morse code, music, programming languages.
Non-verbal language is a type of communication when words are not used: facial expressions, gestures, intonations are the most important part of communication. At times, much more can be said with these means than with words. A specialist in "body language" A. Pease claims that 7% of information is transmitted with the help of words, sound means (including tone of voice, intonation, etc.) - 38%, facial expressions, gestures, posture (non-verbal communication) - 55% 2. In other words, we can say that what is important is not what is said, but how it is said.
1. THEORETICAL ASPECTS OF STUDYING PECULIARITIES OF NON-VERBAL COMMUNICATION 3
1.1. Non-verbal communication. 3
1.2. The meaning of non-verbal communication. 5
2. COMMUNICATIVE MEANS OF COMMUNICATION - MIMICS, POSITIONS, GESTURES 10
2.1. Human facial expressions. 10
2.2. Pose and its details. sixteen
2.3. Gestures and body movements. nineteen
CONCLUSION 25
REFERENCES 26
The work contains 1 file
1. THEORETICAL ASPECTS OF STUDYING PECULIARITIES OF NON-VERBAL COMMUNICATION
1.1. Non-verbal communication.
Non-verbal communication is a non-verbal form of communication that includes gestures, facial expressions, postures, visual contact, timbre of voice, touch and conveying imaginative and emotional content 1.
The language of non-verbal communication components: primary languages of the non-verbal system: a system of gestures that differs from the language of the deaf and dumb, pantomime, facial expressions, etc .; secondary languages of the non-verbal system: Morse code, music, programming languages.
Non-verbal language is a type of communication when words are not used: facial expressions, gestures, intonations are the most important part of communication. At times, much more can be said with these means than with words. A specialist in "body language" A. Pease claims that 7% of information is transmitted with the help of words, sound means (including tone of voice, intonation, etc.) - 38%, facial expressions, gestures, posture (non-verbal communication) - 55% 2. In other words, we can say that what is important is not what is said, but how it is said.
It plays an important role in the exchange of emotions both between humans and between animals, including between humans and their trained pets. Observations show that in communication processes 60% - 95% of information is transmitted precisely with the help of the non-verbal system 3.
It consists of: tone of voice, timbre, pitch, speed, intonation and other various characteristics of the non-verbal, song, your appearance, your clothes, your posture, your facial expression, your smile or lack thereof, your look, your movements, dancing, your gait, depth and speed of your breathing, your gestures during conversation, nodding and shaking your head, direction of arms and legs, applause, touching during conversation, shaking hands and hugs, behavior. As well as actions: confidence during a conversation, the absence of aggressiveness or its presence. Mimicry is an imitation of the behavior of your interlocutor. Preserving the personal space of the interlocutor.
On the one hand, during communication, conversations, negotiations, you need to be able to control your own movements, your own behavior and facial expressions, on the other hand, to be able to read information from the non-verbal means of communication of your conversation partners, therefore, the language of non-verbal communication must be studied by everyone who is interested in positive and effective negotiations, conversations. However, "reading information" of gestures, postures and other means of non-verbal communication is not always unambiguous, in each specific situation a specific approach to this process is required. The following 4 sciences study non-verbal communication:
a) kinesics (gestures, facial expressions, gait, posture, eye contact);
b) prosody and extralinguistic (intonation, volume, timbre, pauses, sigh, laughter, crying, i.e. intonation characteristics of the voice);
c) tokesika (tactile interactions);
d) proxemics (orientation, distance, i.e. the spatial organization of communication).
Most researchers share the opinion that the verbal channel is used to convey information, while the non-verbal channel is used to “discuss” interpersonal relationships, and in some cases is used instead of verbal messages. Non-verbal communication is valuable in that it manifests itself, as a rule, unconsciously and spontaneously and is conditioned by the impulses of our subconscious; that is, the inability to fake these impulses allows us to trust this language more than the verbal channel of communication. In the process of communication, it is necessary to take into account the general atmosphere of the conversation, its content, the general mood and atmosphere. The components of non-verbal communication are also very significant in the very first seconds of acquaintance. At the time of acquaintance, not a single word has yet been uttered, and the first assessment of the interlocutor has already been obtained by "reading information" components of non-verbal communication, such as your gait, your general appearance, facial expressions, and subsequently this assessment of non-verbal communication will change quite problematic.
Researchers believe that the first four minutes of the meeting are important, during which a general portrait of the interlocutor is formed, and it is in this short period of time that you should make a positive impression on your interlocutor, and the basis for this will be just the non-verbal 5.
First, it is necessary to show your interest in the upcoming conversation, your willingness to cooperate, your openness to new ideas and suggestions. When communicating, you should pay attention to posture, gaze, gestures - as these are the most obvious methods of non-verbal communication. Your behavior should be natural, not tense, should not force your interlocutor to tense up and wait for a catch.
When communicating with an interlocutor, you should not take a pose that shows your closeness to communication and aggressiveness: these are frowned eyebrows, elbows set wide apart on the table, fingers clenched into fists or clasped together, crossed legs and arms. Do not wear glasses with tinted lenses, especially when meeting for the first time, if there is no urgent need for it - bright sun, strong wind, because, not seeing the eyes of a communication partner, your interlocutor may feel embarrassed, since a significant amount of information turns out to be for him closed, and the person begins to involuntarily strain. As a result of all this, the atmosphere of direct communication can be disrupted.
1.2. The meaning of non-verbal communication.
Gestures, postures, facial expressions, intonation are non-verbal components of communication, they sometimes mean much more than what is said in speech (i.e., verbally). It is very important for a person to properly control his body and transmit with the help of facial expressions and gestures exactly the information that is required in a given situation 6.
In psychology and pedagogy, usually, firstly, communicative means of non-verbal communication are distinguished, that is, those that are perceived and understood by one of the partners in accordance with the intention of the other, and, secondly, informative means of non-verbal communication, understanding by them those that Are "read" by the second partner in addition to the desire of the first. By carefully observing a person's behavior, you can learn a lot about their true intentions. Psychologists have found that in the process of interpersonal communication, from 60 to 80% of information about the interlocutor, we draw from the so-called non-verbal means of communication - gestures, facial expressions, glances, gestures, body movements, intonation, the choice of a certain distance between partners. A person controls his gestures and postures much less than his words; that is why they can tell more about him than direct statements.
Non-verbal communication is communication through non-verbal sign systems. Non-verbal communication is usually represented by the following systems: visual, acoustic, tactile, olfactory 7.
The visual communication system includes:
- gestures, gestures;
- facial expressions, postures;
- skin reactions (redness, blanching, sweating);
- spatio-temporal organization of communication;
- eye contact (eye contact);
- auxiliary means of communication, including: emphasizing or hiding the features of the physique (signs of gender, age, race), the use of means of transforming the natural physique (clothes, hairstyle, cosmetics, glasses, beard, small objects in the hands), etc.
This general motor skills of different parts of the body reflects the emotional reactions of a person, thanks to which communication takes on nuance.
The speaker system is subdivided into the following aspects:
- paralinguistic system (vocalization system, i.e. the tempo of the voice, its range, tonality);
- extralinguistic system (including pauses in speech, as well as other means, such as: coughing, laughing, crying, speech rate).
Tactile system - touching, shaking hands, hugging, kissing.
Olfactory system - pleasant and unpleasant smells of the environment, natural and artificial human smells.
There are the following main functions of non-verbal communication 8:
- expression of interpersonal relationships;
- expression of feelings and emotions;
- management of the processes of verbal communication (conversation);
- exchange of rituals;
- regulation of self-presentation.
A feature of non-verbal communication is that its appearance is due to the impulses of the human subconscious, and a person who does not possess the technique of controlling his non-verbal means of expression cannot fake these impulses, which allows him to trust this language more than the usual verbal communication channel. It is believed that it is practically impossible to fake or copy gestures and other non-verbal signs, since for a long time it is impossible to control their entire set and at the same time the spoken words. Knowledge of non-verbal language allows you not only to better understand the interlocutor, but also (more importantly) to anticipate what reaction the hearing has caused even before the interlocutor speaks, to feel the need for changes to achieve the desired result. Non-verbal communication allows you to show that you understand the signals sent by others and the responses to them; test your own assumptions about signals being suppressed by others; give feedback signals. A number of factors can be identified that affect non-verbal language and its individual elements 9:
- nationality (for example, the same gestures can mean different things for different nations);
- state of health (in a person in a sick state, the look, the sound of the voice change, gestures are usually more sluggish, although there are diseases accompanied by increased excitability, emotionality);
- a person's profession (a weak handshake is not always a manifestation of weakness: maybe the profession requires you to take care of your fingers);
- the level of culture, which affects the composition of gestures, the idea of etiquette, correct upbringing;
- the status of a person (the higher he stands on the hierarchical ladder, the more stingy with gestures, more in terms of words; gestures become more refined);
- belonging to a group (group traditions, norms, rules can significantly modify the pantomime of a group member);
- acting skills (many can play not only with words, but also with non-verbal signs);
- age (in early age the same state can be expressed by different gestures; in addition, age often plays the same role as status. Movement speed may decrease with age);
- a combination of non-verbal signs (usually the state is transmitted not by one, but by several elements of pantomime. If the harmony between these elements is disturbed, an impression of insincerity is formed; the same applies to the coordination of words and gestures);
- the ability to manifest and perceive non-verbal means of communication (a physical barrier between partners makes it difficult to fully perceive them, for example, when talking on the phone).
So, we can conclude that although verbal symbols (words) are our main means of encoding ideas intended for transmission, we also use non-verbal symbols to broadcast messages. In non-verbal communication, any symbols other than words are used. Often, non-verbal transmission occurs simultaneously with the verbal one and can enhance or change the meaning of words. Glances, facial expressions such as smiles and expressions of disapproval, raised eyebrows in bewilderment, live or fixed gaze, look with an expression of approval or disapproval are all examples of non-verbal communication.
2. COMMUNICATIVE MEANS OF COMMUNICATION - MIMICS, POSITIONS, GESTURES
2.1. Human facial expressions.
Most often, the main object of research is the person's face. The study of the basic mimic states, such as joy, anger, fear, disgust, surprise, suffering, has developed a unit of facial expression analysis - a mimic sign. The totality of these features forms the structure of various facial expressions. Let's consider the most typical emotional states 10.
The first and often the main impressions of a person can be formed from observing the grimaces of his face. Pleasure - arises when savoring a gustatory experience. The most pronounced facial expressions occur in those people who have developed kinesthetic perception abilities. A testing grimace (lips are extended forward, can be slightly opened or not closed tightly) arises during assessment, examination. Protest (the corners of the mouth are slightly raised, the mouth may be slightly open) is often accompanied by wide open eyes.
Surprise - the mouth is open as much as possible. If this grimace is accompanied by wide-open eyes, eyebrows raised upward, horizontal folds on the forehead, it expresses the highest degree of surprise - stupefaction.
Concern (lips are stretched out in a "tube") is often accompanied by an appraising look, staring into emptiness. An open mouth ("drooping" jaw) means not only surprise, but also the inability to this moment make a decision, inability to volitional efforts. This grimace can express relaxation and passivity. A clearly closed mouth (tense) indicates firmness of character, often a lack of desire to continue the conversation, and denial of the possibility of a compromise. A pursed mouth (often whitened lips are drawn in, the line of the mouth is narrow) means rejection, denial, stubbornness and even cruelty, stubbornness and annoyance. An "elongated" face occurs when the hanging corners of the lips are relaxed. Such relaxation speaks of disappointment, sadness, longing, lack of optimism. The degree of relaxation, complemented by dull eyes, an open mouth, vertical folds on the forehead, speaks of the depth of such an emotional state, up to and including suffering. The lowered corners of the lips with a tense mouth (the gap between the lips is closed) characterize an active-negative position, anger, neglect, disgust, annoyance, ridicule, mockery.