Nonverbal and verbal communication. Verbal and non-verbal means of communication

Every person is a social being. We cannot live without communication. At birth, the child already finds himself in a social group consisting of medical staff and mother. Growing up, he communicates with family and friends, gradually acquiring all the necessary social skills. It is impossible to live a quality life without communication. But this is not as easy a process as it seems at first glance. Communication has a multi-level structure and features that must be taken into account when transmitting or receiving information.

Communication as a way to carry out life activities for a person

Well-known psychologists have determined that a person makes two types of contacts in his life:

1. With nature.
2. With people.

These contacts are called communication. There are many definitions for this concept. Communication is called:

• a special form of interaction between people and their interpersonal relationships;
• a friendly or business relationship between a person and another person;
• interaction of a group of people (starting from 2 people) for the exchange of information, knowledge of the surrounding world, which can be of an affective-evaluative nature;
• process of conversation, conversation, dialogue;
• mental contact between people, which manifests itself through a sense of community, performing joint actions, and exchanging information.

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How does communication differ from the concept of communication?

Communication covers all aspects of human contacts. These include contacts with nature, with neighbors, and at work. Communication is subject to certain requirements and rules. This concept presupposes specific goals for communication that at least one of the parties to the communication process has. Verbal communication (speech is its main means) is subject to strict rules, depending on its type. The communicator (a person who takes an active part in the communication process) has specific tasks that are designed to influence the other participant in the conversation. This process is more appropriate in business communication. That is why there is the concept of “verbal business communication,” which is applicable only in official communication and involves verbal exchange of information.

Rules for effective communication proposed by Keith Davis

Psychologist Keith Davis has created a number of rules to help people in the communication process. The professor advises you to pay attention to communication: stop talking, listen to your interlocutor, showing with all your appearance what you really need and are interested in. Create a relaxed, comfortable environment, remove irritants.

Advice! Empathize with the narrator, do not interrupt, do not rush, do not enter into conflict with him. Any quarrel will ruin the relationship. Ask questions about the topic, showing feedback.

Two main types of communication

The process of exchanging information and influencing all participants in communication is divided into two large groups. All functions of communication must be carried out in these groups, otherwise it will not be productive.

Verbal communication involves the verbal transfer of information. In this process, someone speaks and someone listens.

Nonverbal communication occurs through the implementation of an optikokinetic system of signs. Gestures, facial expressions, pantomime are appropriate here, special attention is paid to tone and intonation, and eye contact occurs. This method of communication outwardly expresses the inner world of a person, his personal development.

Verbal communication - what is it?

We use verbal communication almost every minute of our interaction with people. We constantly exchange information, teach someone, listen to the flow of words ourselves, and so on. Verbal communication involves listening and speaking. In the process of such communication, its own structure is determined, and the following take part in it:

• "What?" - message.
• "Who?" - communicator.
• "How?" — specific transmission channels.
• "To whom?" - object of communication.
• "What effect?" - the influence of interlocutors on each other, who pursue certain goals for communication.

You periodically rub your hands or squeeze them

Such gestures “say” that you are very uncomfortable at the moment, and you are very nervous about something. Some people may perceive your rubbing of your hands as a signal that you no longer doubt the complete success of the transaction and are practically counting your profits. Such behavior does not give your interlocutor the best impression of you.

Try to keep your hands in a normal, natural position, which depends on your posture - whether you are sitting or standing: your hands should be placed either on your knees or along your body. There is no need to put pressure on the knuckles, making them crunch - this is a typical gesture of a macho man who wants to attract attention.

Means of this type of communication

Verbal means of communication include speech, language, and words. Language, as a way for people to communicate and transmit information, appeared a very long time ago. It is a communication tool. A word in a language is a symbolic symbol that can have several meanings at the same time. Verbal communication cannot do without speech, which can be oral and written, internal and external, and so on. It should be noted that inner speech is not a means of transmitting information. She is not accessible to the people around her. Therefore, verbal speech communication does not include it in its system of means.

Speech helps a person encode certain information and transmit it to the interlocutor. It is through it that the informant influences his interlocutor, instilling in him his point of view. While the interlocutor can perceive it in his own way. This is where the basic functions and verbal means of communication begin to work.

Her forms

Forms of verbal communication include oral and written speech, as well as such forms of interaction as monologue and dialogue. Depending on the development of events, oral speech may acquire the characteristics of a dialogue or monologue.

Forms of verbal communication include different types of dialogues:

• factual - exchange of information with the recipient for only one purpose - to support the conversation, sometimes this is perceived as a ritual (for example, when the question “how are you” does not involve listening to the answer);
• informational - an active process of information exchange, speech or discussion of any important topic;
• discussion - occurs when there is a contradiction in two or more points of view on the same problem, the purpose of such dialogue is to influence people to change their behavior;
• Confessional is a confidential type of dialogue that involves the expression of deep feelings and experiences.

Monologues in everyday life are not as common as dialogues. Verbal and nonverbal communication can be present in a monologue, when during a report or lecture a person not only provides information, but also accompanies it with facial expressions, gestures, a raised tone and changing intonation. In this case, both words and gestures become a specific code for the transmitted message. To effectively perceive these codes, it is necessary to understand them (it is difficult for a Russian person to understand a Chinese person, just as certain gestures are incomprehensible to the average person).

Verbalization of feelings

What is verbal communication if not a way to use words to express the whole gamut of experienced emotions for a closed person, incapable and unaccustomed to expressing feelings through affection? He can only express all the pent-up love, or jealousy, or even anger through words, and there is nothing wrong with that - sometimes the situation requires an explanation, and someone who does not know how to verbalize what is happening in his head may end up in a very sad situation .

Verbal communication allows you to establish communication not only with the help of the words themselves, but also by changing the tone of voice, volume, and speed of speech. When expressing emotions, an experienced interlocutor can hear the essence behind the words, recognize a lie by the too fast pace of words spoken, the slightest hesitation and slips of the tongue.

The ability to communicate using verbal communication is invaluable in our time, it helps not only in work, but also in improving family relationships, and mastering the skill of high-quality oral speech can significantly improve your life.

Types of Verbal Communication

Speech communication has its own types. We have already listed the main ones - speech in all its manifestations, dialogue, monologue. The peculiarities of verbal communication are that it also includes private types of communication.

1. A conversation is a verbal exchange of opinions, thoughts, and knowledge. This process can involve two or more people who communicate in a relaxed atmosphere. Conversation is used when an issue is highlighted or an issue is clarified.
2. An interview is a little different from a conversation in that it is formal. The topics of the interviews are narrow professional, scientific or social issues.
3. Dispute is a dispute on scientific or any socially important topics. This type is also included in the concept of “verbal communication”. Communication within the framework of a dispute between people is limited.
4. The discussion, in turn, is also public, but the result is important in it. Here different opinions on a specific issue are discussed, different points of view and positions are presented. As a result, everyone comes to the same opinion and solution to the controversial issue.
5. A dispute is a confrontation of opinions, a kind of verbal struggle in order to defend one’s opinion.

You literally never leave your smartphone, PDA or other similar handheld device

You look at him very carefully all the time, practically do not take your eyes off the screen, and your partner believes that the topic of the conversation is absolutely not interesting to you, not to mention the fact that such behavior is an act of elementary disrespect towards the interlocutor.

If you are really interested in a positive outcome of the negotiations, then any device that distracts you should be turned off and put away immediately.

In addition, you should not use it as an electronic notebook for your own notes during negotiations, since from the outside it seems to everyone present that you are currently actively corresponding with someone.

For notes, it is still better to use traditional objects - a notepad and pen. Even if you draw a portrait of your partner or a field of flowers in a notebook, while maintaining a smart and focused look, it will look much more impressive and preferable than actually using an electronic notepad on your smartphone.

Features of speech communication processes

Processes of verbal communication may occur with certain difficulties. Since two or more people take part in such communication, with their own interpretation of the information, unforeseen tense moments may arise. Such moments are called communication barriers. Both verbal and nonverbal means of communication are subject to such barriers.

1. Logical - a barrier at the level of logic of information perception. It occurs when people with different types and forms of thinking communicate. The acceptance and understanding of the information provided to him depends on a person’s intelligence.
2. Stylistic - occurs when the order of the information provided is violated and its form and content do not correspond. If a person starts the news from the end, the interlocutor will have a misunderstanding of the purpose of its presentation. The message has its own structure: first the interlocutor’s attention arises, then his interest, from there comes a transition to the main points and questions, and only then a conclusion from everything said appears.
3. Semantic - such a barrier appears when people from different cultures communicate, there is a discrepancy between the meanings of the words used and the meaning of the message.
4. Phonetic - this barrier arises due to peculiarities of the informant’s speech: unclear speaking, quiet intonation, shift in logical stress.

Communication barriers

To summarize, it is worth paying attention once again to the fact that for successful communication it is important to adhere to certain rules of speech pronunciation. Even minor deviations from them will lead to the emergence of communication barriers, even with the skillful use of verbal means of communication. Briefly, these barriers can be characterized as follows:

Briefly, these barriers can be characterized as follows:

Phonetic - arises due to the nuances of the speaker’s speech (intonation, diction, accent, speed of speech). Logical - formed when the logic in the speaker’s speech is difficult for the listener, or seems erroneous to him. Semantic - associated with different understanding of the meaning of words by interlocutors. Stylistic - associated with a discrepancy between the speaker's speech style and the situation or state of the listener. It is important to follow a logical chain: draw attention to the message - arouse interest in it - give out the main text - discuss it and allow the interlocutors to draw conclusions.

Means of nonverbal communication

Nonverbal communication is an external form of manifestation of a person’s inner world. Verbal and nonverbal means of communication are correlated in one message to varying degrees. They can complement each other, accompany, contradict or replace. It has been proven that the transfer of information is carried out using words only 7%, sounds occupy 38%, and non-verbal means occupy 55%. We see that nonverbal communication occupies a very important place in people's communication.

The main means of communication without words are gestures, facial expressions, pantomime, eye contact systems, as well as a certain intonation and tone of voice. The main means of nonverbal communication also include human postures. For those who know how to interpret them, postures can say a lot about a person’s emotional state.

Features of nonverbal communication

In communication without words, everything is important: how a person holds his back (posture), at what distance he is, what gestures, facial expressions, postures, glances he has, and so on. There are certain areas of nonverbal communication that determine the effectiveness of communication.

1. Public - more than 400 cm from the informant; such communication is often used in classrooms and during rallies.
2. Social - 120-400 cm distance between people, for example, at official meetings, with people we don’t know well.
3. Personal - 46-120 cm, conversation with friends, colleagues, there is visual contact.
4. Intimate - 15-45 cm, communication with loved ones, you can speak quietly, tactile contact, trust. If this zone is forcibly violated, blood pressure may increase and the heart rate may increase. This phenomenon can be observed in a very full bus.

Verbal and nonverbal communication are processes that will help achieve effectiveness in negotiations if these zones are not violated.

Sign language

Gestures are usually called socially practiced movements that can convey a person’s emotional state. There are a very large number of gestures, and they are all classified according to the purpose of transmitting information by a person and his internal state. Gestures are:

• illustrators (complement the message);
• regulators (the person’s attitude is visible);
• emblems (common symbols);
• affectors (transmission of emotions);
• assessments;
• confidence;
• uncertainty;
• self-control;
• expectations;
• denial;
• location;
• dominance;
• insincerity;
• courtship.

By how a person behaves during a conversation, one can determine his internal state, how interested he is in the exchange of information, and whether there is sincerity.

Human facial expressions

Human facial expressions are also a way of informing. When the face is immobile, 10-15% of all information is lost. If a person is deceiving or hiding something, then his eyes meet the eyes of the interlocutor less than a third of the time of the entire conversation. The left side of a person's face is more likely to show emotions. Accurate messages about a person's condition are conveyed through the eyes or the curvature of the lips. This occurs due to the behavior of the pupils - their contraction and dilation is beyond our control. When we experience the emotions of fear or sympathy, the pupils characteristically change.

You literally try to avoid eye contact

If you look away during a conversation and try with all your might not to look your interlocutor in the eyes, then you are practically “screaming” that you yourself cannot be trusted under any circumstances. And strong eye contact established at the very beginning of communication will show your sincere interest in the subject of conversation.

Sometimes during business negotiations there is really little time to win the favor of the interlocutor and win him over to your side. But a wrong gesture can do its dirty work in just a few seconds and almost instantly destroy a positive impression of you, and then you will spend a very long time trying to understand why, how and at what specific moment everything went wrong, how you planned it from the beginning.

Losing good, promising clients because of a simple lack of control over your own body is truly a shame. Try to always remember these fairly simple rules and do not allow your own body to act against you. Work on yourself, and let your gestures and your behavior become your unconditional allies in this difficult matter.

© Elena Silenko, BBF.RU

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The main non-verbal means of communication include: Kinestics - considers the external manifestation of human feelings and emotions in the process of communication. This includes: - gestures; - facial expressions; - pantomime.

Gesture. Gestures are various movements of the hands and head. Sign language is the most ancient way of achieving mutual understanding. In different historical eras and different peoples there were their generally accepted methods of gestures. At present, attempts are even being made to create dictionaries of gestures. Quite a lot is known about the information that gestures convey. First of all, the amount of gestures is important. Different peoples have developed and incorporated into natural forms of expressing feelings different cultural norms for the strength and frequency of gestures. Research by M. Argyll, which studied the frequency and strength of gestures in different cultures, showed that within one hour, Finns gestured 1 time, the French - 20, Italians - 80, Mexicans - 180.

The intensity of gesticulation can increase with the increase in a person’s emotional arousal, as well as with the desire to achieve a more complete understanding between partners, especially if it is difficult.

Facial expressions. Facial expressions are movements of the facial muscles, the main indicator of feelings. Studies have shown that when the interlocutor's face is motionless or invisible, up to 10-15% of information is lost. There are more than 20,000 descriptions of facial expressions in the literature. The main characteristic of facial expressions is its integrity and dynamism. This means that in the facial expression of the six basic emotional states (anger, joy, fear, sadness, surprise, disgust), all movements of the facial muscles are coordinated. The main informative load in facial expressions is carried by eyebrows and lips.

Eye contact is also an extremely important element of communication. Looking at the speaker not only shows interest, but also helps us focus on what is being said. Communicating people usually look into each other's eyes for no more than 10 seconds. If we are looked at a little, we have reason to believe that we are treated poorly or what we say, and if we are looked at too much, it can be perceived as a challenge or a good attitude towards us. In addition, it has been observed that when a person lies or tries to hide information, his eyes meet his partner's eyes for less than 1/3 of the conversation.

Partly, the length of a person’s gaze depends on what nation he belongs to. Southern Europeans have a high gaze rate that may be offensive to others, and the Japanese look at the neck rather than the face when speaking.

Pantomime is gait, posture, posture, general motor skills of the whole body.

Gait is a person's style of movement. Its components are: rhythm, step dynamics, amplitude of body transfer during movement, body weight. By a person’s gait one can judge a person’s well-being, his character, and age. In psychologists' studies, people recognized emotions such as anger, suffering, pride, and happiness by their gait. It turned out that a “heavy” gait is characteristic of people who are angry, and a “light” gait is characteristic of joyful ones. A proud person has the longest step length, and if a person suffers, his gait is sluggish, depressed, such a person rarely looks up or in the direction where he is going.

In addition, it can be argued that people who walk quickly and swing their arms are confident, have a clear goal and are ready to realize it. Those who always keep their hands in their pockets are likely to be very critical and secretive, as a rule, they like to suppress other people. A person with his hands on his hips strives to achieve his goals in the shortest way in the least amount of time.

Posture is the position of the body. The human body is capable of taking about 1000 stable different positions. Posture shows how a given person perceives his status in relation to the status of other persons present. Individuals with higher status adopt a more relaxed posture. Otherwise, conflict situations may arise.

Psychologist A. Sheflen was one of the first to point out the role of human posture as a means of nonverbal communication. In further research conducted by V. Schubz, it was revealed that the main semantic content of the pose consists in the individual’s placement of his body in relation to the interlocutor. This placement indicates either closedness or a willingness to communicate.

A pose in which a person crosses his arms and legs is called closed. Arms crossed on the chest are a modified version of the barrier that a person puts between himself and his interlocutor. A closed posture is perceived as a posture of distrust, disagreement, opposition, criticism. Moreover, approximately a third of the information perceived from such a position is not assimilated by the interlocutor. The easiest way to get out of this position is to offer to hold or look at something.

An open pose is considered to be one in which the arms and legs are not crossed, the body is directed towards the interlocutor, and the palms and feet are turned towards the communication partner. This is a posture of trust, agreement, goodwill, and psychological comfort.

If a person is interested in communication, he will focus on the interlocutor and lean towards him, and if he is not very interested, on the contrary, he will focus to the side and lean back. A person who wants to make a statement will stand straight, tense, with his shoulders turned; a person who does not need to emphasize his status and position will be relaxed, calm, and in a free, relaxed position.

The best way to achieve mutual understanding with your interlocutor is to copy his posture and gestures.

Takeshika - the role of touch in the process of nonverbal communication. Handshakes, kisses, stroking, pushing, etc. stand out here. Dynamic touch has been proven to be a biologically necessary form of stimulation. A person’s use of dynamic touches in communication is determined by many factors: the status of partners, their age, gender, and degree of acquaintance.

Inappropriate use of tactical means by a person can lead to conflicts in communication. For example, a pat on the shoulder is possible only under the condition of close relationships and equal social status in society.

Shaking hands is a multi-talk gesture known since ancient times. Primitive people, when meeting, extended their hands to each other with open palms forward to show their lack of weapons. This gesture has undergone changes over time, and its variants have appeared, such as waving the hand in the air, placing the palm on the chest and many others, including a handshake. Often a handshake can be very informative, especially its intensity and duration.

The dominant handshake is the most aggressive form of it. With a dominant (powerful) handshake, a person communicates to another that he wants to dominate the communication process.

A submissive handshake is necessary in situations where a person wants to give the initiative to another, to allow him to feel like he is the master of the situation.

A gesture called the “glove” is often used: a person clasps the hand of another with both hands. The initiator of this gesture emphasizes that he is honest and can be trusted. However, the “glove” gesture should be applied to people you know well, because at first acquaintance it can have the opposite effect.

A strong handshake, even cracking your fingers, is a hallmark of an aggressive, tough person.

A sign of aggressiveness is also shaking with an unbent, straight hand. Its main purpose is to maintain distance and prevent a person from entering your intimate area. Shaking the fingertips serves the same purpose, but such a handshake indicates that the person is not confident in himself.

When communicating, it is also important to pay attention to vocal characteristics related to nonverbal communication. Prosody is the general name for such rhythmic and intonation characteristics of speech as pitch, volume of the voice, and its timbre.

Extralinguistics is the inclusion of pauses and various non-morphological human phenomena in speech: crying, coughing, laughter, sighing, etc.

The flow of speech is regulated by prosodic and extralingual means, linguistic means of communication are saved, they complement, replace and anticipate speech utterances, and express emotional states.

you need to be able not only to listen, but also to hear the intonation structure of speech, evaluate the strength and tone of voice, the speed of speech, which practically allow us to express our feelings and thoughts.

The voice contains a lot of information about the owner. An experienced voice specialist will be able to determine the age, place of residence, health status, character and temperament of its owner.

Although nature has endowed people with a unique voice, they themselves give it color. Those who tend to change the pitch of their voice sharply tend to be more cheerful. More sociable, more confident, more competent and much nicer than people who speak in a monotone.

The feelings experienced by the speaker are reflected primarily in the tone of voice. In it, feelings find their expression regardless of the words spoken. Thus, anger and sadness are usually easily recognized.

The strength and pitch of the voice provides a lot of information. Some feelings, such as enthusiasm, joy and disbelief, are usually conveyed in a high-pitched voice; anger and fear are also conveyed in a rather high-pitched voice, but over a wider range of tonality, strength and pitch. Feelings such as grief, sadness, and fatigue are usually conveyed in a soft and muffled voice with a decrease in intonation towards the end of each phrase.

Speed ​​of speech also reflects feelings. A person speaks quickly if he is excited, worried, talks about his personal difficulties, or wants to convince or persuade us of something. Slow speech most often indicates depression, grief, arrogance or fatigue.

By making minor mistakes in speech, for example, repeating words, choosing them uncertainly or incorrectly, breaking off phrases mid-sentence, people involuntarily express their feelings and reveal their intentions. Uncertainty in word choice occurs when the speaker is unsure of himself or is about to surprise us. Typically, speech impediments are more pronounced when nervous or when a person is trying to deceive his interlocutor.

Since the characteristics of the voice depend on the work of various organs of the body, their condition is also reflected in it. Emotions change the rhythm of breathing. Fear, for example, paralyzes the larynx, the vocal cords become tense, and the voice “sits down.” In a good mood, the voice becomes deeper and richer in shades. It has a calming effect on others and inspires more confidence.

There is also a reverse connection: with the help of breathing you can influence emotions. To do this, it is recommended to sigh noisily, opening your mouth wide. If you breathe deeply and inhale a large amount of air, your mood improves and your voice involuntarily decreases.

It is important THAT in the process of communication a person trusts the signs of non-verbal communication more than verbal ones. According to experts, facial expressions carry up to 70% of information. When expressing our emotional reactions, we are usually more truthful than in the process of verbal communication.

It should also be taken into account that a person usually expresses only 80% of the information that he wanted to share. The interlocutor perceives 70% of what was said and understands 60% of what he heard, and after 5 hours, an average of 10 to 25% of the perceived information remains in his memory.

Sources used:

• https://training-partner.ru/staty/neverbalnaya-kommunikaciya-v-delovom-obshhenii.html
• https://razvivaysebya.ru/uspeh-rabota-karernyj-rost/verbalnye-i-neverbalnye-kommunikatsii
• https://zhazhda.biz/base/osobennosti-neverbalnogo-delovogo-obshheniya
• https://bbf.ru/magazine/2/5683/
• https://studopedia.ru/3_11705_neverbalnie-sredstva-v-delovoy-kommunikatsii.html