Principles of successful communication in management. How to achieve a positive effect from communication? Accusations and complaints

Communication is an integral part of human life. Relationships with others, a person’s mood and style of behavior depend on his ability to communicate, express his thoughts, and on the atmosphere he creates around himself.

Why do we need to be able to communicate correctly?

The effectiveness of communication is reflected in mood and self-esteem and depends on how close each participant is to their goal in the process. To do this, you need to clearly formulate your goals and intentions. In addition, you need to be able to convey them to your interlocutor in a language he understands, as well as understand his position and find a compromise between your interests and the interests of your partner. To improve all these skills, there are special communication trainings that help a person find himself and achieve his goals.

With such effective communication, productive cooperation between interlocutors occurs. And even if any conflicts arise, their resolution is easy. After all, conflict occurs when a person chooses an inappropriate form for expressing his desires, or does not find it at all.

Achieving an effective level of communication using NLP

NLP has the most effective way of communication. Many of those who now have absolutely no communication problems and who know how to achieve their goals have become convinced of the effectiveness of these techniques.

A study of the behavior of successful communicators showed that they all use one common strategy, a sequence of steps. Despite the individual approach of each communicator, the sequence of steps remained approximately the same for everyone.

Example of an effective communication strategy, which is used not only by beginners, but by experienced communicators:

• calibration;
• adjustment;
• conducting.

Each situation in which communication occurs is unique. Calibration involves the process of detecting all, even the most insignificant, signs of the interlocutor’s state. This may include movements, changes in voice, intonation and rate of speech, and breathing.

The main principle of calibration is to try to detect three signs that are repeated three times in the interlocutor.

The adjustment is based on the fact that it is important for any person to feel unity with the interlocutor. It is important that you are in a state as close as possible to the state of your interlocutor. The more you have in common, the higher the degree of trust and the more effective the communication will be. By the way, here znauvse.com/trainings-on-negotiations-and-communications you can choose trainings that are suitable specifically for you.

Adjustment is a natural element of human behavior. The main task of adjustment in the communication process is maximum accuracy of coincidence with the state of the interlocutor.

After adjusting to your interlocutor, you begin to lead him. By changing your behavior, you change his behavior, because the interlocutor begins to follow you. For example, if you change the topic of conversation, the interlocutor will support the topic you proposed. If you laugh, then he will laugh too.

To ensure the result, the main thing is to try to consciously take all the necessary actions. You can try building your communication using this strategy. You will immediately notice changes in your interlocutor.

Basic principles of effective communication:

1. a clearly formulated goal;
2. tracking feedback during the dialogue process;
3. clear expression of your thoughts;
4. ability to identify priority values;
5. the ability to communicate in a language understandable to the interlocutor.

Effective communication differs from manipulation in that active interaction occurs on equal positions. Respect for the interlocutor is expected. Indeed, due to the fact that it can be difficult for people to clearly formulate their thoughts, many problems and conflicts arise.

Well-constructed communication is the main means of achieving goals. And it doesn’t matter between whom the interaction takes place: between a subordinate and a boss or a buyer and a seller. The main thing is that the participants take into account each other’s interests and strive to fully satisfy each other’s needs.

Such communication is necessary for effective business conversations, discussions, meetings, negotiations and any other forms of communication. It is important to understand that the achievement of all your goals directly depends on the degree of efficiency and literacy of organized interaction with partners, clients, colleagues and all other people.

Effective communication skills play a significant role at all stages of the development and formation of any organization. Many negotiation trainings are devoted to the formation of effective communication skills, as well as the acquisition of experience in mutually beneficial and fruitful communication.

Who will benefit from communication training?

Thanks to communication training, anyone can not only learn effective communication techniques, but also successfully apply all the knowledge gained in practice, achieving their goals in communication. And this is exactly what we all miss so much sometimes!

In addition, it is important to be able to listen to your interlocutor. Unfortunately, there are often situations when a person knows how to interest his interlocutor and instantly finds a common language with him, but absolutely does not know how to listen. Business communication training helps you master the successful communication skills that every person needs. Experienced communication trainers will reveal their unique materials to you.

You will learn to achieve your goals in communication. However, first you will need to work hard and put in a lot of effort. After all, to learn effective communication, it is not enough to simply attend training several times a month.

Main tasks of effective communication

As a result of learning competent communication, you will be able to:

• maintain and establish desired relationships;
• unleash your potential in the field of communication;
• establish contact in various communication situations;
• competently conduct self-presentation;
• develop criteria for one’s own effectiveness in communication;
• prioritize communication;
• ask the right questions and correctly answer the questions put to you.

Effective communication training will be of interest not only to managers, but also to everyone who strives to achieve their goals in communication.

The main thing is the willingness to make efforts to achieve your goals. And the result will not take long to arrive

Features of speech communication

Speech interaction

1) Features of speech communication

2) Principles of successful communication

3) Features of oral speech

4) Features of written speech

5) Speech etiquette

Communication or communication is a specific form of interaction between people in the process of their cognitive and work activities. RK – speech communication. The main goal of the Republic of Kazakhstan is the exchange of information of various kinds. In addition, in the process of communication mutual influence and empathy are realized. The Republic of Kazakhstan performs the following functions:

1) Informative (main)

2) Interactive (i.e. stimulating)

3) Perceptive (mutual understanding)

4) Expressive (transmission of emotions and feelings)

The communication process in modern conditions is a leading factor in achieving success. The most important function of speech is the function of expressing thoughts. To think means to operate with concepts, which in turn must be represented in a variety of speech embodiments. The following stages are distinguished in the implementation of speech:

1) Preparation (preparing goals, forecasting answers)

2) structuring the statement (construction)

3) transition (implementation) of external speech

The RK model is represented by three components: the sender, the message itself (which the sender transmits), and the addressee. The following qualities are important for the sender and the addressee as communicators: empathy (the ability to empathize), goodwill (of relationships), the ability to support another person.

To optimize the Republic of Kazakhstan, scientists created rules for its implementation:

Ι) Grice's rules of cooperation consist of 4 maxims (rules):

1) Maximum of completeness of information

2) Maximum information quality

3) Maxim does not deviate from the topic

4) Maxim of the way of expressing thoughts (briefly, clearly)

ΙΙ) Lich's rules of politeness, includes 6 maxims:

1) Maxim of tact (personal boundaries of the interlocutor)

2) Maxim of generosity

3) Maxim of approval (support)

4) Maxim of modesty

5) Maxim of agreement (you should not go into open conflict)

6) Maxim of sympathy

The character of the Republic of Kazakhstan is judged by feedback– an indicator of achieving the desired result, which is expressed by facial expressions, gestures, and responses. Optimal communication is hampered by communication (speech) barriers:

1) logical

2) stylistic

3) semantic barrier - speakers use different vocabulary (vocabulary), different culture of conversation, characteristic of different social and religious groups.

4) phonetic (sound).

The means by which RK is carried out can be verbal (from Latin verbal), non-verbal (gesture, facial expressions, posture, gaze, distance). Psychologists say that in the process of communication (CC), a person receives 55% of information through non-verbal signals. In War and Peace there are 97 smile options and 85 eye shades. An important factor in the RK of speech communication is interpersonal space. Traditionally, there are 4 communication zones:

1) intimate area from 15 to 50 cm – these are relatives, children

2) interpersonal distance from 50 to 1.2 m – communication between friends

3) social zone from 1.2 to 3.7 - zone of communication of strangers

4) from 3.6 m – public, in contact with a large audience

Communication (from the Latin Communico - making common) - in a broad sense - exchange of information. Based on materials from the site http://f-group.org/?page_id=324

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

Lasswell's model of the communication process includes five elements:
WHO? (transmits message) - Communicator
WHAT? (transmitted) - Message
HOW? (transfer in progress) - Channel
TO WHOM? (message sent) - Audience
WITH WHAT EFFECT? - Efficiency.

Effective communication is more than just conveying information. In order for communication to be effective, it is important not only to be able to speak, but also to be able to listen, hear and understand what the interlocutor is saying. Unfortunately, we were not taught the art of communication at school. They explained to us how to write and read, but they did not teach us how to listen and speak. Everyone develops these abilities independently, learning from the people who surround us (parents, teachers, peers). The communication style you adopted as a child may not always be effective.

Each of us, while communicating, can simultaneously learn to communicate, acquire and improve practical skills and abilities in the field of communication. In fact, the first and most important principle of effective communication is to really try to be heard by the people to whom the information needs to be conveyed. Pay attention for efficiency your attempts, not repeat unsuccessful steps and come up with new ways.

Indeed, communication is a two-way activity where you cannot be understood and heard if the other party does not want or cannot understand you. However, this is not a reason to abdicate responsibility for the result of communication, asserting “they don’t understand...”, “he doesn’t want to listen...”, etc. If you want to convey any information, the effectiveness of communication becomes your responsibility.

Very often when communicating, for some reason we hear what we want to hear, and not what we are actually told. This applies to both you and the interlocutor. Therefore, there is a rule of three times repetition that is used when transmitting key information:

1. First, tell the other person exactly what you are going to say.
2. Then tell him what you were going to tell him.
3. Then tell him exactly what you told him.

Remember that even this does not guarantee that the meaning of what was said will reach the interlocutor.
Communications

Means of communication are methods of encoding, transmitting, processing and decoding information that. Information between people can be transmitted using the senses, speech and other sign systems, writing, technical means of recording and storing information. Usually verbal (using words, speech) and non-verbal (other) means of communication.

If a contradiction arises between two sources of information (verbal and nonverbal): a person says one thing, but his face says something completely different, then, obviously, nonverbal information deserves more trust. Australian specialist A. Pease claims that 7% of information is transmitted through words, sounds - 38%, facial expressions, gestures, postures - 55%. In other words, what is said is not so important, but how it is done.

Knowledge of sign language allows you to better understand the interlocutor and, if necessary, use non-verbal communication means in order to influence the interlocutor. It is important to pay attention not only to facial expressions - facial expressions, but also to gestures, since people control their facial expressions more than their posture and gestures. Below we will describe a number of the most typical gestures and ways to respond to them.

Gestures of impatience:
Tapping objects or fingers, fidgeting in a chair, swinging a leg, looking at a watch, looking “past” you. If a person sits on the edge of a chair, his whole body seems to be directed forward, his hands rest on his knees - he is in a hurry, or he is so tired of the conversation that he wants to end it as soon as possible.

Gestures of emotional discomfort:
Collecting non-existent lint, shaking off clothes, scratching the neck, taking off and putting on a ring indicate that the partner is experiencing internal tension. He is not ready to make decisions and take responsibility. Try to calm him down. Keep the conversation “about nothing” for a while or switch to a less significant topic. Be sure to listen to the answers even to routine questions; people do not like to feel that they are being communicated with “formally”, without being truly interested in their opinion.

Lie Gestures:
When a person wants to hide something, he unconsciously touches his face with his hand - as if “covering” the corner of his mouth with his palm, or rubs his nose. You should not show a person that you doubt his words and catch him in a lie. Better, ask him again (“That is, if I understood you correctly, then:..”), so as to leave him a path to retreat, so that it is easier for him to return into a constructive channel

Gestures of superiority:
An index finger pointed at you, a high raised chin, a figure in the form of “arms on hips”. Playing along with such an “important” person, slouching, nodding obsequiously and agreeing with his every word, or repeating all his movements, straightening his shoulders, raising his chin will not be very effective. The best thing to do when meeting such a pompous person is to emphasize his importance while saving your face. For example, say “You were recommended to me as an experienced, knowledgeable specialist,” or “What would you do in my place?” When asking such a question, of course, you must listen carefully to the answer, no matter how paradoxical it may seem to you.

Naturally, the external reactions of each person are different, so you should not unconditionally follow these recommendations, but rather study your interlocutor and try to better understand his individual reactions.
Communication channels

It is necessary to determine the “communication channels” available in each specific communicative act. When talking on the phone, such a channel is the organs of speech and hearing. The form and content of the text, information about the clothing, posture and gestures of the interlocutor are perceived through the visual channel. Handshake: a way of conveying a friendly greeting through a tactile channel. For example, when talking on the phone, you cannot use the visual channel, and must pay more attention to the clarity of speech, intonation, and word order in sentences.

Since verbal communication is still the basis of human communication, you may find it useful to know the techniques for proper listening described in Eastwood Atwater's book “I'm Listening to You. Advice to a manager on how to listen to your interlocutor correctly.”

1. Understand your listening habits. What are your strengths? What mistakes are you making? Maybe you judge people hastily? Do you often interrupt your interlocutor? What communication interference is most likely in your answers? Which ones do you use most often? Knowing your listening habits better is the first step in changing them.
2. Don't go from responsibility for communication. If it is not clear to you what the interlocutor is talking about, you must let him understand it. How can someone know that you don't understand them until you say so yourself?
3. Be physically alert. Make sure your posture and gestures indicate that you are listening. Remember that the speaker wants to communicate with an attentive, lively interlocutor, and not with a stone wall.
4. Focus on what the other person is saying. Because focused attention can be short-lived (less than one minute), listening requires conscious concentration.
5. Try to understand not only the meaning of the words, but also the feelings of the interlocutor. Remember that people communicate their thoughts and feelings "coded" - in accordance with socially accepted norms. Listen not only to the information, but also to the feelings conveyed.
6. Watch for non-verbal the speaker's signals. Watch the speaker's facial expression, tone of voice, and speed of speech.
7. Maintain an approving attitude towards your interlocutor. The more the speaker feels approved, the more accurately he will express what he wants to say. Any negative attitude on the part of the listener causes a defensive reaction, a feeling of insecurity and alertness in communication.
8. Try to express understanding. Use reflective listening techniques to understand what in reality the interlocutor feels and what he is trying to say.
9. Listen to yourself. Listening to yourself is especially important for developing the ability to listen to others. When you are preoccupied or emotionally agitated, you are least able to listen to what others are saying. If someone's message affects your feelings, express them to your interlocutor: this will clarify the situation and help you listen to others better.
10. Respond to requests with appropriate action. Remember that often the interlocutor's goal is to get something tangible, for example, information, or change an opinion, or force someone to do something. In this case, adequate action is the best response to the interlocutor.

The focus of improving your listening habits should be on positive suggestions, but it is also helpful to be aware of common pitfalls. When listening to your interlocutor, never:

1. Don't mistake silence for attention. If the interlocutor is silent, this does not mean that he is listening. He may be lost in his own thoughts;
2. don't pretend what are you listening to? It's useless: how would you neither pretended lack of interest and boredom will inevitably show in facial expressions or gestures. It’s better to admit that you can’t listen at the moment, citing, for example, being busy;
3. don't interrupt unnecessarily. If you need to interrupt someone in a serious conversation, then help restore the interlocutor's train of thought that you interrupted;
4. Don't jump to conclusions. Remember, such assessments are a barrier to meaningful communication;
5. Don’t let yourself be “caught” in an argument. When you mentally disagree with a speaker, you tend to stop listening and wait for your turn to speak. And when you start arguing, you get so carried away with justifying your point of view that sometimes you no longer hear your interlocutor;
6. don't ask too many questions. It is useful to ask a question to clarify what has been said. An excessively large number of questions, to a certain extent, suppresses the interlocutor, takes away his initiative and poses a challenge. into a defensive position;
7. never tell your interlocutor: “I understand your feelings well.” In this case, you should let the interlocutor know that you are listening to him by asking, for example, the following empathic question: “Are you disappointed in something?” or “I feel like someone offended you,” or any other remark appropriate to the situation;
8. Don't be overly sensitive to emotional words. When listening to a very excited interlocutor, be careful and do not be influenced by his feelings, otherwise you may miss the meaning of the message;
9. Don't give advice unless asked. Unsolicited advice, as a rule, is given by someone who will not help himself;
10. don't hide behind listening as a refuge. Don't be afraid of disapproval or criticism.

Principles of Effective Communication

In our opinion, good principles of effective communication are described in missyinchains’ book “Effective Communications: The Basis for a Successful Relationship”

Two-way communication
Effective communication is a two-way street, in other words, you are one and communicator and recipient of communication. The person receiving the message must always confirm verbally, in writing, by gesture, or in some other way that he has accepted and understood the information. Without this component, communication cannot be considered effective. The responsibility to maintain effective communication lies with both parties. Excuses in the style of “I didn’t hear”, “I didn’t understand” are unacceptable - this is simply an attempt to relieve oneself of responsibility for a failure in communication.

Listen and hear
Listening is not enough. To understand and realize what is being said, you need to hear. How often we are told that they are listening to us, while we know that we are not being heard. This can be easily checked by asking the listener to repeat what was just said, or even better, to retell it in his own words.

Brevity and clarity
This means that you should not hide the meaning of the message. for nonessential information. The more repetitions and explanations you add, the more you go into detail, the less effective your communication will be, because it is difficult for the listener to follow your thought and, therefore, understand you.

Be open and honest
This factor is closely related to trust and respect in relationships. Trying to hide something or lie to others, a person risks losing trust and respect. You should also not put off discussing important issues until later or try to avoid such a discussion. Of course, there are situations when, due to external circumstances, immediate conversation is impossible.

Trust and respect
Trust: a strong belief in honesty, integrity, reliability, fairness, etc. another person. Respect: high praise, recognition. Trust and respect are the most important characteristics of any relationship. At first, a certain minimum level of them may exist as if automatically, by default. But for the most part, respect and trust must be earned, won, and this process is long.
Trust and respect that is damaged, including by ineffective communication, is very difficult to restore, no matter what the person then says or does.

Privacy or secrecy?
Everyone, to one degree or another, values ​​privacy and the inviolability of their private life. But the line separating privacy from secrecy is thin. Secrecy begins when information about something that has a direct impact on another person is not communicated. on relationships. An effective communication system involves identifying the areas in which information needs to be communicated and the areas that are not so significant, taking into account what is important to the partner. One should not rely entirely on one's own ideas about privacy and secrecy, since each person is dealing with another person whose concepts and criteria may differ from his own.

Objectivity
It is sometimes very difficult to be objective in communications. Under objectivity refers to the ability to look at things from another person's point of view. An objective approach can be hampered by many factors: emotions, ideas about life, a person’s own inclinations and paradigms, the ability to listen and hear, etc. The better a person can see a particular situation through the eyes of another person, the better, the more objective his communications will be.

Emotions
Emotions can block objectivity, logic, and a sense of reality. Blinded by emotions, people risk saying things they didn't mean at all, or exaggerating the significance of events. Correcting what was said under the influence of anger, fear and similar feelings is difficult, sometimes impossible.
When dealing with a person overwhelmed by feelings, you should remember that the information he communicates is skewed and distorted. But it would be a mistake to write off what he says completely.

Assumptions and feelings
To do anything without full knowledge of the situation, motives, intentions, beliefs, needs, feelings of another person is to invite disaster.

About getting personal
The easiest way to kill effective communication is by attacking your partner’s self-esteem, reputation, and personal qualities. It is not always easy to understand whether a comment addressed to you was personal in nature. Until you are absolutely convinced of this, do not react. When participating in discussions, avoid language that may call into question the competence of the interlocutor. When asserting something, accompany the phrase with introductory words such as “in my opinion,” “I heard,” “I came to a conclusion,” etc., and, accordingly, do not disparage the interlocutor’s opinion with assessments in the spirit of “complete nonsense.” or “it’s not like that at all.”
Another good way to conduct a conversation without getting personal is to formulate your statements in the form of questions: “please explain the reason for ...”, “what do you think about ...”, "hasn't it happened you read/see…”, “what is your opinion”, etc. At the same time, keep in mind that sometimes the interlocutor may be offended by a series of questions if it seems to him similar to an interrogation, and then the rhetoric will need to be structured differently.

Patience and tolerance
Tolerance for another person's needs, desires, beliefs, and opinions is another key to effective communication. You may not agree with them, but you must recognize their right to exist and their importance to him at a given moment in time. Creating an environment that is hostile to them will not be beneficial, but it may cause pain or distress. Patience and tolerance also imply that there is no need to make mountains out of molehills and inflate the importance of something that is actually insignificant. Separate what is worth “sorting things out” for from little things that are better left unnoticed. By concentrating too much on the little things, you may miss the main thing and not see the forest for the trees.

Forgive and forget
People are sometimes ready to “get into knots” over something very small and unimportant. Experiences, worries, nervous breakdown are associated with the expenditure of energy that could be directed to something positive, and not to the useless and repeated chewing of the created unpleasant situation. If you are wrong - apologize if your partner says he was wrong and asks for forgiveness - forgive and move on. Alas, too often a feeling of resentment distorts the real subject of the conflict, inflates its importance, and a minor glitch in a relationship suddenly becomes very serious. Revenge, of course, is sweet, but is a momentary victory worth a significant defeat? Even when some problems are so deep that it is possible to completely eliminate them, you always choose between minimal and maximum damage. How a person manages a situation determines how it will be resolved.

The art of negotiation
This is the quintessential art of effective communication. The goal of negotiations is to find a solution in which all parties benefit. Going into negotiations with the mindset of not giving an inch, a person dooms himself to complete failure. The key to successful negotiations is the willingness to compromise, to give one thing and get something else in return.
Make a list of issues discussed, dividing them into those that you stick to firm positions, those where you are ready to give in and those for which the decision is not important for you. This way you will understand where you are not ready for any compromises, where you are willing to compromise and what you can completely leave to the discretion of your partner. But it is important to remain open and objective: who knows, maybe the interlocutor will put forward arguments that will make you rethink and adjust your list of priorities.
Everyone is pleased when it is his point of view that prevails, this is such a sense of ownership in relation to ideas and decisions. But it is more important that the decision be acceptable to everyone.
Literature

1. Communication and optimization of joint activities. Ed. Andreeva G.M. and Yanoushek Ya.M., Moscow State University, 1987.
2. Petrovskaya L.A. Competence in communication. M., 1990
3. Nemov R.S. Psychology t.1 M., 1995
4. Asmolov A.G. Psychology personalities M., 1990

In social psychology, there is a large number of experimental studies that clarify the conditions and methods for increasing the effect of speech influence, which have been studied in sufficient detail both the forms of various communication barriers and ways to overcome them. Thus, an expression of resistance to accepting information (and therefore to the influence exerted) can be a disconnection of the listener’s attention, a decrease in one’s perception of the authority of the communicator, and a deliberate “misunderstanding” of the message. Accordingly, every speaker must have the ability to re-engage the listener’s attention, to attract him with something, to confirm his authority, to improve the manner of presenting the material, etc. Of particular importance, of course, is the fact that the nature of the statement corresponds to the situation of communication, the measure and degree of formality ( ritual) nature of communication and other indicators.

A set of certain measures aimed at increasing the effectiveness of speech influence is called “persuasive communication.”

The characteristics of the communicator that contribute to increasing the effectiveness of his speech are also comprehensively described, in particular, the types of his position during the communicative process are identified.

There can be three such positions:

– open – the speaker openly declares himself a supporter of the stated point of view, evaluates various facts in support of this point of view;

– detached – the speaker is emphatically neutral, compares conflicting points of view, not excluding orientation towards one of them, but not openly stated;

– closed – the speaker is silent about his point of view, sometimes even resorting to special measures to hide it.

Naturally, the content of each of these positions is determined by the goal, the task that is pursued in the communicative influence, but the important thing is that, in principle, each of these positions has certain capabilities for increasing the effect of influence.

No matter how important feelings, emotions, and relationships between people are, business communication (but not communication between close people) involves not only and not so much the transfer of emotional states, but the transfer of information. The content of information is transmitted using language, that is, it takes a verbal, or verbal, form. In this case, the meaning of the information is partially distorted, and partially it is lost.

Psycholinguists offer the following nine rules for successful communication.

1. Create a competent, understandable and not cumbersome sentence structure. Long sentences make it difficult to understand because they are complex and grammatically unclear. To understand them, your partner needs focus and attention. In addition, they make it difficult to understand the question; the meaning is often lost in subordinate clauses.

2. Use short sentences (8-15 words) that state a complete thought. Try not to use conjunctions such as “and”, “since”, “that”, “but”, “because”, etc. Short sentences are always precise and descriptive.

3. Voice is the most powerful tool of persuasion. The expressiveness of the voice is perceived by the partner not so much with the mind as with the feeling. Your voice evokes sympathy or antipathy. Monotony of speech is often the cause of failure in business communication.

4. Pauses interrupt the flow of speech. They also perform psychological functions: they increase attention, calm, emphasize what is said and help to take a break.

5. Expand your active vocabulary. The quality and quantity of vocabulary enhance the impact of an utterance. The passive dictionary, depending on the level of education, consists of 30–50 thousand words. The active vocabulary (words used in spontaneous speech) consists of 3–12 thousand words.

6. Use verbs rather than nouns in your speech more often. Verbs give clarity to the statement, while nouns mostly have an abstract semantic meaning. Under the words “school”, “pen”, “house”, “car” everyone can imagine a corresponding object with specific individual differences. The use of verbs helps to form a concrete picture from an unclear idea. If possible, do without adjectives - they may be perceived with a different expressive coloring than you.

7. Use the active rather than the passive form of the verb. In the active form, the verb becomes more lively. For example: “I invited him,” not “He was invited by me.” Passive acts impersonally, creates a distance between partners and carries minimal emotional burden.

8. Don't use impersonal language. Formulations like “According to this, one can understand that...” act remotely and impersonally, as do the large numbers given. The subjunctive mood - “I would say...”, “I would believe...”, “I would have (would)...”, “I should...” - does not express a decisive action, but rather creates distance between interlocutors.

9. A serious problem arises when a partner does not fully understand or interprets differently the meaning of a word or statement that you put into it. Therefore, it is advisable to clarify the concept at the very beginning of the conversation, telling your partner what you specifically understand by it.

The listed rules emphasize the inseparability of verbal and nonverbal characteristics of the communication process.

Much in understanding information also depends on how competently, clearly and concisely we express our thoughts through verbalization. The following reasons are identified that make it difficult to transfer information from one partner to another:

Inaccurate statement;

Imperfection of recoding thoughts into words;

Inappropriate use of professional terms;

Misinterpretation of the interlocutor's intentions;

Excessive use of foreign words;

Incomplete information to the partner;

Fast pace of presentation of information;

The presence of semantic gaps and leaps of thought;

Incomplete concentration of attention;

Not using different channels of perception;

Floridity of thought;

The presence of a logical contradiction in the thesis;

Inappropriate intonations, facial expressions and gestures that do not match the words.

The success of communication largely depends not only on the ability to convey information, but also on the ability to perceive it, i.e. listen.

One wise man said that we have two ears and one mouth and we need to use them in exactly this proportion, i.e. listen twice as much as you talk. In practice, the opposite happens.

The idea that you can listen in different ways, and that “listening” and “hearing” are not the same thing, is fixed in the Russian language by the very fact that there are different words to denote effective and ineffective listening. All people with healthy and functional hearing organs can hear, but learning to listen requires training.

Inability to listen is the main cause of ineffective communication and it leads to misunderstandings, mistakes and problems. Despite its apparent simplicity (some people think that listening means simply keeping quiet), listening is a complex process that requires significant psychological energy, certain skills and a general communicative culture.

The literature distinguishes two types of listening: non-reflective and reflective. Non-reflective listening is the ability to remain silent attentively, without interfering with your interlocutor’s speech with your comments. This type of listening is especially useful when the interlocutor is showing deep feelings such as anger or grief, is eager to express his point of view, or wants to discuss pressing issues. Answers during non-reflective listening should be kept to a minimum such as “Yes!”, “Well, well!”, “Continue,” “Interesting,” etc. In business, as in any other communication, a combination of unreflective and reflective listening is important. Reflective listening is the process of deciphering the meaning of messages. Reflective responses, including elucidation, paraphrasing, reflecting feelings, and summarizing, help to find out the real meaning of a message. Clarification is an appeal to the speaker for clarification using key phrases such as: “I don’t understand”, “What do you mean?”, “Please clarify this”, etc. Paraphrasing is the speaker's own wording of the message to check its accuracy. Key phrases: “As I understand you...”, “Do you think that...”, “In your opinion...”. When reflecting feelings, the emphasis is on the listener reflecting the emotional state of the speaker using phrases: “You probably feel...”, “You are somewhat upset...”, etc.

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

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