The role of nonverbal means of society in professional activity. Nonverbal communication and its role in professional activity

Nonverbal communication

Nonverbal communication, better known as body language, includes all forms of human self-expression that do not rely on words. Psychologists believe that reading nonverbal cues is essential to effective communication.

The most significant non-verbal means are kinesics - visually perceived movements of another person that perform an expressive and regulatory function in communication. Kinesics includes expressive movements manifested in facial expressions, posture, place, gaze, and gait. A special role in the transmission of information is given to facial expressions - movements of the facial muscles. Very closely related to facial expressions is gaze, or visual contact, which constitutes an extremely important part of communication. When communicating, people strive for reciprocity and experience discomfort if facial expressions are absent.

Information is carried by movements of the human body such as posture, gesture, and gait.

Pose is the position of the human body, typical for a given culture, an elementary unit of human spatial behavior. The pose clearly shows how this person perceives his status in relation to the status of other persons present.

Gestures when communicating carry a lot of information. The specific meaning of individual gestures varies depending on different cultures. However, all cultures have similar gestures, among which are:

• - communicative (gestures of greeting, farewell, attracting attention, prohibitions, satisfactory, negative, interrogative, etc.); social nonverbal communication counseling
• - modal, that is, expressing 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 a person’s gait, that is, his style of movement, one can recognize his emotional state.

Prosody is common name such rhythmic and intonation aspects of speech as pitch, volume of voice tone, voice timbre, stress force.

The extralinguistic system is the inclusion of pauses in speech, as well as various kinds of psychophysiological manifestations of a person: crying, coughing, laughter, sighing, etc.

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

Tactical means of communication include dynamic touches 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 from below, palm turned upward);
• - equal.

Such a tactical element as a pat on the shoulder is possible under the condition of close relationships and equal social status of those communicating.

Takesic means of communication, to a greater extent than other non-verbal means, perform in communication the functions of an indicator of status-role relationships, a symbol of the degree of closeness of the communicators. Inappropriate use of tactical means by a person can lead to conflicts in communication. E. Hall described the norms of approaching a person to a person - distances characteristic of North American culture. These standards are determined by four distances:

• - intimate distance (from 0 to 45 cm) - communication between 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 speaking in front of various audiences.

Violation of the optimal communication distance is perceived negatively.

Nonverbal means communication is needed in order to:

• 1) regulate the flow of the communication process, create psychological contact between partners;
• 2) enrich the meanings conveyed by words, guide the interpretation of the verbal text;
• 3) express emotions and reflect the interpretation of the situation.

Nonverbal means of communication, as a rule, cannot accurately convey meaning on their own (with the exception of some gestures). They usually turn out to be coordinated in one way or another with each other and with verbal texts. The totality of these means can be compared to a symphony orchestra, and the word - to a soloist against its background. Mismatch of individual non-verbal means significantly complicates interpersonal communication. Unlike speech, nonverbal means of communication are not fully understood by both speakers and listeners. No one can have complete control over all their non-verbal means.

Nonverbal means of communication are divided into: visual, acoustic, tactile-kinesthetic and olfactory.

1. Visual communication:

Kinesics - movement of arms, legs, head, torso; . direction of gaze and eye contact;

• * eye expression;
• * facial expression;
• * pose (in particular, localization, change of poses relative to the verbal text);

Skin reactions (redness, sweating);

• * distance (distance to the interlocutor, angle of rotation towards him, personal space);
• * auxiliary means of communication, including body 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. related to speech (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, sniffling, etc.).
• 3. Tactile-kinesthetic means of communication:
  • * physical impact (leading a blind person by the hand, contact dance, etc.);
  • * takeshika (hand shake, pat on the shoulder).
• 4. Olfactory means of communication:
  • * pleasant and unpleasant odors environment;
  • * natural and artificial human odors.

Each specific culture leaves a strong imprint on nonverbal means, so there are no general norms for all of humanity. The non-verbal language of another country has to be learned in the same way as the verbal one.

Nonverbal communication is a non-verbal form of communication that includes gestures, facial expressions, postures, visual contact, timbre of voice, touch and conveys figurative and emotional content1.
Language of non-verbal components of communication: primary languages ​​of the non-verbal system: a system of gestures, which differs from the language of the deaf and dumb, pantomime, facial expressions, etc.; secondary languages ​​of the nonverbal system: Morse code, music, programming languages.
Nonverbal 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 through these means than through words. A specialist in “body language” A. Pease claims that 7% of information is transmitted through words, sound means (including tone of voice, intonation, etc.) - 38%, facial expressions, gestures, postures (non-verbal communication) - 55% 2. In other words, we can say that it is important not what is said, but how it is said.

1. THEORETICAL ASPECTS OF STUDYING THE FEATURES OF NONVERBAL COMMUNICATION 3
1.1. Non-verbal communication. 3
1.2. The meaning of nonverbal communication. 5
2. COMMUNICATION MEANS OF COMMUNICATION – FAMILY, POSTURE, GESTURES 10
2.1. Human facial expressions. 10
2.2. Pose and its details. 16
2.3. Gestures and body movements. 19
CONCLUSION 25
REFERENCES 26

The work contains 1 file

1. THEORETICAL ASPECTS OF STUDYING THE FEATURES OF NONVERBAL COMMUNICATION

1.1. Non-verbal communication.

Nonverbal communication is a non-verbal form of communication that includes gestures, facial expressions, postures, visual contact, timbre of voice, touch and conveys figurative and emotional content 1 .

Language of non-verbal components of communication: primary languages ​​of the non-verbal system: a system of gestures, which differs from the language of the deaf and dumb, pantomime, facial expressions, etc.; secondary languages ​​of the nonverbal system: Morse code, music, programming languages.

Nonverbal 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 through these means than through words. A specialist in “body language” A. Pease claims that 7% of information is transmitted through words, sound means (including tone of voice, intonation, etc.) - 38%, facial expressions, gestures, postures (non-verbal communication) - 55% 2. In other words, we can say that it is important not what is said, but how it is said.

It plays a big role in the exchange of emotions both between people and between animals, including between a person and his trained pets. Observations show that in communication processes 60% - 95% of information is transmitted precisely through the nonverbal system 3.

It consists of: tone of voice, timbre, pitch, speed, intonation and other various non-verbal characteristics, song, your appearance, your clothes, your posture, your facial expression, your smile or lack thereof, your gaze, your movements, your dancing, your gait, the depth and speed of your breathing, your gestures during a conversation, nodding and shaking your head, the direction of your arms and legs, applause, touching during a conversation, handshakes and hugs, behavior. As well as actions: confidence during a conversation, absence of aggressiveness or its presence. Facial expressions are imitation of the behavior of your interlocutor. Preserving the personal space of the interlocutor.

On the one hand, during communication, conversations, negotiations, you must be able to control your own movements, behavior and facial expressions, on the other hand, be able to read information from the nonverbal means of communication of your conversation partners, therefore the language of nonverbal communication must be studied by everyone who is interested in positive and effective negotiations and conversations. However, “reading information” from gestures, postures and other means of non-verbal communication is not always unambiguous; each specific situation requires a specific approach to this process. Nonverbal communication is studied by the following 4 sciences:

a) kinesics (gestures, facial expressions, gait, posture, visual contact);

b) prosody and extralinguistics (intonation, volume, timbre, pauses, sigh, laughter, crying, i.e. intonation characteristics of the voice);

c) tokesics (tactile interactions);

d) proxemics (orientation, distance, i.e. spatial organization of communication).

Most researchers share the view 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. Nonverbal communication is valuable because it manifests itself, as a rule, unconsciously and spontaneously and is determined by the impulses of our subconscious; that is, the lack of ability 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, general mood and atmosphere. The components of nonverbal communication are also very significant in the very first seconds of acquaintance. At the moment of acquaintance, not a single word has yet been spoken, and the first assessment of the interlocutor has already been obtained by “reading information” of components of non-verbal communication, such as your gait, your general form, facial expressions, and subsequently changing this assessment of nonverbal communication will be very problematic.

Researchers believe that the first four minutes of a 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 non-verbal 5.

First, it is necessary to show interest in the conversation ahead of you, your willingness to cooperate, your openness to new ideas and proposals. When communicating, you should pay attention to posture, gaze, gestures - since these are the most obvious methods of non-verbal communication. Your behavior should be natural, not tense, and should not force your interlocutor to tense up and wait for a trick.

When communicating with your interlocutor, you should not take a pose that shows your closedness to communication and aggressiveness: these are frowning eyebrows, elbows widely spaced on the table, clenched fists or fingers clasped together, crossed legs and arms. Do not wear glasses with tinted lenses, especially when meeting for the first time, unless this is urgently necessary - bright sun, strong wind, because without seeing the eyes of your communication partner, your interlocutor may feel awkward, since a significant portion of the information is for him closed, and the person begins to involuntarily tense up. As a result of all this, the atmosphere of direct communication may be disrupted.

1.2. The meaning of nonverbal 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 convey, through facial expressions and gestures, exactly the information that is required in a given situation 6 .

In psychology and pedagogy, they usually distinguish, firstly, communicative means of nonverbal communication, 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 nonverbal communication, meaning by them those that “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 his true intentions. Psychologists have found that in the process of interpersonal communication, we obtain from 60 to 80% of information about the interlocutor through the so-called non-verbal means of communication - gestures, facial expressions, glances, gesticulations, body movements, intonation, and 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.

Nonverbal communication is communication through non-speech sign systems. Nonverbal communication is usually represented by the following systems: visual, acoustic, tactile, olfactory 7.

The visual communication system includes:

• gestures, gestures;
• facial expressions, poses;
• skin reactions (redness, paleness, sweating);
• spatiotemporal organization of communication;
• eye contact (visual contact);
• auxiliary means of communication, including: emphasizing or hiding body features (signs of gender, age, race), using means of transforming the natural body type (clothing, hairstyle, cosmetics, glasses, beard, small objects in hands), etc.

These gross motor movements of different parts of the body reflect a person's emotional reactions, making communication more nuanced.

The acoustic system is divided into the following aspects:

• paralinguistic system (vocalization system, i.e. voice tempo, range, tonality);
• extralinguistic system (inclusion of pauses in speech, as well as other means, such as coughing, laughter, crying, rate of speech).

Tactile system - touching, shaking hands, hugging, kissing.

Olfactory system – pleasant and unpleasant odors of the environment, natural and artificial odors of humans.

The following main functions of nonverbal communication 8 are distinguished:

• expression of interpersonal relationships;
• expression of feelings and emotions;
• management of verbal communication processes (conversation);
• exchange of rituals;
• regulation of self-presentation.

The peculiarity of nonverbal communication is that its appearance is determined by the impulses of the human subconscious, and a person who does not know how to control his nonverbal means of expression cannot fake these impulses, which allows him to trust this language more than the usual verbal channel of communication. It is believed that it is almost impossible to fake or copy gestures and other non-verbal signs, since for a long time it is impossible to control their entirety and at the same time the spoken words. Knowledge of nonverbal language allows you not only to better understand your interlocutor, but also (more importantly) to foresee what reaction was caused by what you heard even before the interlocutor speaks out, and to feel the need for changes to achieve the desired result. Nonverbal communication allows you to show that you understand the signals sent by others and the responses to them; test one's own assumptions about signals suppressed by others; provide feedback signals. A number of factors can be identified that influence nonverbal language and its individual elements 9:

• nationality (for example, the same gestures can mean different things among different peoples);
• state of health (a person in a painful state changes his gaze, the sound of his voice, his gestures are usually more sluggish, although there are diseases accompanied by increased excitability and emotionality);
• a person’s profession (a weak handshake is not always a sign of weakness: maybe the profession requires you to take care of your fingers);
• level of culture, which influences the composition of gestures, ideas about etiquette, proper upbringing;
• a person’s status (the higher he stands on the hierarchical ladder, the more stingy he is with gestures, the more he uses words; gestures become more refined);
• belonging to a group (group traditions, norms, rules can significantly modify the pantomime of a group member);
• acting abilities (many know how to 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, the age factor often plays the same role as status. With age, the speed of movement may decrease);
• a combination of non-verbal signs (usually the state is conveyed not by one, but by several elements of pantomime. If the harmony between these elements is violated, the impression of insincerity is created; the same applies to the coordination of words and gestures);
• the ability to demonstrate and perceive non-verbal means of communication (a physical barrier between partners makes it difficult to fully perceive them, such as 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. Nonverbal communication uses any symbols other than words. Often, nonverbal communication occurs simultaneously with verbal communication and can enhance or change the meaning of words. Exchanges of glances, facial expressions such as smiles and expressions of disapproval, raised eyebrows in confusion, lively or fixed glances, glances of approval or disapproval are all examples of nonverbal communication.

2. COMMUNICATION MEANS OF COMMUNICATION – FAMILY, POSTURE, GESTURES

2.1. Human facial expressions.

Most often, the main object of research is the human face. The study of basic facial expressions, such as joy, anger, fear, disgust, surprise, suffering, has developed a unit of analysis of facial expression - a facial sign. The combination of such 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 - occurs when savoring taste impressions. The most pronounced facial expressions occur in those people who have developed kinesthetic perception abilities. An inquisitive grimace (lips are pulled forward, may be slightly open or loosely closed) occurs during assessment and 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, raised eyebrows, horizontal folds on the forehead, it expresses the highest degree of surprise - stunned.
Concern (lips drawn out into a “tube”) is often accompanied by an appraising gaze staring into emptiness. An open mouth (“sagging” jaw) means not only surprise, but also the inability to make a decision at the moment, the inability to exert volition. This grimace can also express relaxation and passivity. A pointedly closed mouth (tense) indicates firmness of character, often a lack of desire to continue the conversation, a denial of the possibility of compromise. A compressed mouth (often whitened lips are retracted, the mouth strip is narrow) means refusal, denial, stubbornness and even cruelty, stubbornness and annoyance. An “elongated” face occurs when the drooping corners of the lips relax. Such relaxation speaks of disappointment, sadness, melancholy, and lack of optimism. The degree of relaxation, complemented by dull eyes, a slightly open mouth, and vertical folds on the forehead, speaks of the depth of such an emotional state, even to the point of suffering. The downturned 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.

Nonverbal means of 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 society, the use of new forms of organization of economic and political structures, orientation towards new social strata and groups place high demands on the professional training of management personnel.

Issues of culture, moral education of managers, business communication in the field social management and public service.

The manager spends a significant part of his time on communication, collecting, processing and sending information. According to some data, senior managers spend up to 70% of their working time on information and communication roles 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 only expects confirmation of receipt from the recipient. Full communication is typical for conversations, negotiations, instructions, etc. And it is with full communication that non-verbal communication channels function most effectively.

The importance of nonverbal signals in the implementation of management communications can hardly be overestimated. According to some reports, in the process of communication between people, from 60 to 80% of organizational communications are 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 by a civil servant of his main functions: decision-making, coordinating the work of subordinates, establishing connections with the external environment of the organization, applying disciplinary procedures and motivating employees, resolving conflicts, receiving and transmitting information, holding meetings, conferences and negotiations. At the same time, it is not difficult to see that all the activities of a civil servant involve communication as the most important element in achieving success. It is also clear that nonverbal communication skills and experience determine the art and effectiveness of its activities.

An important role in office communication is played by the phenomena involved in the sound organization of speech, as well as kinesics: gestures, facial expressions and postures of the participants in communication. They may 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 person’s voice, gesture, or look can say more than the phrase he utters.

Let us 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 beauty, melody, musicality of a particular language. Even in ancient rhetoric, the requirement of euphony (euphony) of speech was formulated. Aristotle argued: what is written should be easy to pronounce.

Euphony involves the use of a combination of sounds that is convenient for pronunciation and pleasant to the ear. Ideas about the euphony of language have national specificity. For native Russian speakers, in business communication you should, if possible, avoid difficult to pronounce sounds and alternate short and long words.

A few words about intonation, its components, functions in language and possibilities of use 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 about what intonation a phrase should be pronounced with and how the meaning of the statement changes due to intonation. 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 noted: “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 a statement, intonation performs various functions: communicative (with its help, the main types of statements are realized: question, narrative, motivation), excretory, associated, in particular, with logical stress and emotional. In addition to the listed functions of intonation, one can note its large role in expressing the modality of an utterance, expressing the speaker’s attitude to the content of the utterance, its significance, the degree of its expectation and desirability, and its subtext (a meaning that is not equivalent to the content expressed by the lexical series).

Let us dwell on some intonation errors that occur in oral business speech.

First of all, this concerns the melody of the phrase. The fact is that recently fashionable intonations imitating English ones have spread. They are typical not only of young people, who are “averse” to everything Western, but are also found in the speech of some television commentators and public figures. For example, the use of a rising tone on the stressed syllable of the last word in narrative statements is not typical of the intonation of the Russian language. Information that is neutral from an emotional point of view, when spoken in this way, acquires inappropriate expressiveness.

There are other speech defects associated with melody. Often the speaker's speech is too monotonous and, therefore, inexpressive. She “puts” her interlocutor to sleep.

Therefore, you need to strive for melodic variety of speech. It is also important to pay attention to the fact that, according to the laws of etiquette, we do not have the right to seize the initiative in a conversation while we hear the intonation of incompleteness from the interlocutor. Otherwise, we distract him and interrupt him.

Intensity (from the French intensif - intensified, intense) is also a very important component of intonation. As for business communication, for example, loud speech is completely inappropriate for it: it is not customary to talk 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 voice that is too quiet is also undesirable in business communication. People around you will consider the owner of a quiet voice to be a timid, insecure person, or they will constantly ask him questions. If a person does not want his words to be heard by strangers, he should communicate alone with the interlocutor he is interested in, but not whisper to him in front of other colleagues.

Tempo (from Italian tempo from Latin tempus - time), or speed of speech, corresponds to temperament and the so-called pace of a person’s life. Researchers believe that the pace of speech is difficult to adjust; at best, this can be done for a short time. A speech rate that is too fast indicates that the person is very excited. It takes a lot of effort from listeners to follow the content of the speech; they quickly get tired. A speech rate that is too slow indicates that the speaker either has difficulty finding words or does not want to talk about something.

A pause (from the Latin pausa from the Greek pausis - cessation) is a temporary stop in sound, a short break. Informal business communication is characterized by both short and long pauses. The more solemn the speech, the more official, the more long pauses it contains, for example: a final speech at a trial, an official statement, a closing speech at a scientific conference, etc.

Voice timbre (from the French timbre - color, character of sound) is a kind of “sound gesture”, often considered as an extralinguistic (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 attributed to some extent to the timbre of their voice.

It is believed that a high, shrill tone of voice, if it predominates in the speaker, is annoying; too low, it tires. But in general, a low voice is often found in people who are calm, independent, self-sufficient, and self-confident. It is unlikely that someone with 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 (do not “swallow”, that is, pronounce words clearly), observe the rules of 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 public speaking in front of a large audience and in a small group, in strictly official and semi-official communication.

Sloppy, colloquial intonations indicate inattention to your speech. And the abuse of paraphonisms (mm-mm..., uh-uh..., O-oh...) indicates the speaker’s low speech culture and has a negative impact on the audience.

A pleasant, melodic voice, correct, appropriate intonation emphasize professionalism, while an unpleasant voice and colloquial intonations can negate many of a person’s advantages, because others will suspect that the interlocutor is not a very cultured person who does not work on himself. Voice is an integral component of a statesman’s charisma and an important tool of his professional activity.

Kinesic means of communication. Another significant non-verbal tool in interpersonal contact that enhances the impact of speech is kinesics as a set of human gesture and facial capabilities. Posture, gesture, facial expression, smile, gaze - this is what often forms 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 around the world teach this discipline, major politicians and businessmen study sign language and facial expressions.

For a civil servant, understanding non-verbal language and the ability to use it adequately is a necessary condition for a culture of business behavior. Each gesture in a business communication situation carries certain information to the interlocutor that must be correctly deciphered.

For example, a handshake as a mandatory gestural attribute of business and friendly relations is a traditional and ancient form of greeting, as well as a symbol of 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 indicate many things: a short or limp handshake is a sign of indifference, too long can cause irritation, superiority is expressed by the hand on top, an informal relationship is emphasized by a two-handed handshake and only a slightly elongated handshake along with other non-verbal means (smile, glance ) demonstrates friendliness and willingness to cooperate.

During communication, a wide range of gestures are observed, expressing not only a specific action, but also the internal state of a person: confidence, dissatisfaction, surprise, indifference, embarrassment, and many other feelings: banging your fist on the table, slapping yourself on the forehead, turning your back, shaking shoulders, spread your arms, point to the door, lower your arms, wag your finger, etc.

Speaking from the podium, a civil servant must pay attention not only to the sound and content of his message, but also to the illustrative gestures that he uses to explain what is said. With the help of such gestures, certain points of the message are reinforced. According to prominent theorists of oratory, expressive gestures must correspond to the meaning and meaning of a phrase or a single word. This is the only way that gestures can “revive speech” and enhance its emotional resonance. However, not all speaker gestures have a beneficial effect on the audience.

Too frequent, mechanical, fussy or abrupt movements distract from the main content, cause irritation and hostility in the audience towards the speaker. We must try to give up bad habits that manifest themselves in unjustified gestures: twirling glasses or a button on a jacket in your hands, touching your ear or nose, walking too quickly during a speech, or waving your arms excessively. During a business conversation, as well as during a speech, you should not overuse gestures, as they distract the listener’s attention and interfere with the perception of the spoken speech. The intensity of gestures may indicate the employee’s lack of confidence in himself and his knowledge, his nervousness and emotional instability.

Scientific research in the field of linguistics has shown that there is a direct relationship between a person's social status, power, prestige and his vocabulary. In other words, the higher a person's social or professional position, the better his ability to communicate at the level of words and phrases. Research in the field of nonverbal communication has found a relationship between a person's eloquence and the degree of gesticulation a person uses to convey the meaning of their messages. This means that there is a direct relationship between a person's social position, 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 can use the wealth of his vocabulary in the process of communication, while a less educated or less professional person will 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 large. A person cannot speak without moving, without gesticulating or changing facial expressions. Ignoring these kinetic elements deprives speech of emotionality, destroys its logical flow, and makes it meaningless in certain cases. Therefore, when communicating, ignorance of the characteristic foundations of nonverbal behavior complicates mutual understanding and leads to misunderstandings, and the competent verbal behavior of a modern manager (primarily oral speech), supplemented by correct nonverbal behavior, is an indicator of the success and efficiency 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 Piz A. Body language. – M., 1992. P.5.

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1. Boluchevskaya, V.V., Povlyukova, A.M., Doctor communication: verbal and nonverbal communication (lecture). 2) [electronic resource] // Medical psychology in Russia: electronic. scientific magazine 2011. No. 2 URL: http://medpsy.ru.

In professions related to human-human interaction, orientation towards the other as an equal participant in the interaction is of great importance. The ability for a humanistic, moral reaction is especially important in the professional activities of a medical worker. Since the object and at the same time the subject of interaction is a person, and the nature of knowledge is applied, health workers are required to have a high degree of personal responsibility for the results of their activities.

The fundamentals of psychological knowledge are necessary for medical workers due to the fact that they contribute to the attentive and interested attitude of people towards each other in treatment and preventive activities, the mutual trust that arises on this basis, the ability to participate, empathy, empathy and, consequently, mutual understanding. The latter is also necessary because the medical worker and the patient together solve the same problem - maintaining health, preventing and treating diseases, which presupposes their cooperation and interaction, that is, active communication.

Properly established psychological contact with the patient helps to more accurately collect anamnesis and gain a more complete and in-depth understanding of the patient. This significantly increases the efficiency of a medical worker in solving assigned tasks. In the system of interpersonal communication, nonverbal communication is very important, which is associated with a person’s mental states and serves as a means of their expression.

More than half of the attention is paid to nonverbal accompaniment of speech. Research by A. Meyerabian showed that in the daily act of human communication, words make up 7%, sounds and intonations 38%, non-speech interaction 55%. A situation where the ability to “read” the non-verbal message of an interlocutor can be considered as a professionally significant quality of a physician and allows for more accurate diagnosis, especially in dissimulation behavior, in which the patient deliberately hides the symptoms of his disease. Analysis of non-verbal behavior allows us to identify characteristic facial reactions to pain, restrained gestures, static postures - signs indicating the presence of a “protective” style of behavior: a minimum number of movements allows you to limit the impact of painful stimuli.

The presence of non-verbal communication skills is necessary for a medical worker in case of a “language barrier”, when the medical professional and the patient speak different languages, do not understand each other. In this situation, they complement verbal communication with nonverbal communication using gestures, facial reactions, and voice intonations. The development of communication skills is also required in the situation of express diagnostics, when a doctor must examine a large number of patients in a short period of time. A similar situation occurs during natural disasters and social cataclysms (war, revolution, mass migration of refugees).

Nonverbal interaction skills can also be useful in the professional interaction of a doctor with young children. A child, without developed introspection skills, often has difficulty describing the nature of the pain and cannot define it (“stabbing”, “cutting”, “pressing”, “bursting”).

Nonverbal behavior can be assessed according to the following main parameters: nonverbal behavior itself (interpersonal distance, relative position of interlocutors, postures, gestures, facial expressions and gaze) and paralinguistic components of communication (sighs, groans, yawning, coughing) - all the sounds that a person makes, but not speech, as well as such characteristics of speech as voice volume, its pace and rhythm, pauses.

In order for the process of relationship between the patient and the medical worker to be effective, it is necessary to study the psychological aspects of their interaction. Medical psychology is interested in the motives and values ​​of the doctor, his idea of ​​the ideal patient, as well as certain expectations of the patient himself from the process of diagnosis, treatment, prevention and rehabilitation, and the behavior of a medical worker. With good contact with medical workers, the patient recovers more quickly, and the treatment used has a better effect, much less side effects and complications. One of the foundations of medical practice is the ability of a health worker to understand a sick person. In the process of therapeutic activity, the ability to listen to the patient plays an important role, which seems necessary for the formation of contact between him and the health worker. The ability to listen to a sick person not only helps to identify or diagnose the disease to which he may be susceptible, but the act of listening itself has a beneficial effect on psychological contact.

In addition, it is necessary to take into account the characteristics (profile) of the disease when contacting the patient, since therapeutic departments common in clinical medicine contain patients of a wide variety of profiles. These are, for example, patients with diseases of cardio-vascular system, gastrointestinal tract, respiratory organs, kidneys, etc. And often their painful conditions require long-term treatment, which also affects the process of relationship between the health worker and the patient. A long separation from family and usual professional activities, as well as anxiety about their health, cause a complex of various psychogenic reactions in patients.

However, not only these factors affect the psychological atmosphere and condition of the patient. As a result, psychogeny may complicate the course of the underlying somatic disease, which, in turn, worsens the mental state of patients. And, in addition, quite often patients undergo examination and treatment with complaints about the activity of internal organs, often without even suspecting that these somatic disorders are of a psychogenic nature.

Thus, the professional activity of a medical worker is inextricably linked with communication as a process of information exchange, people’s perception and understanding of each other. Moreover, in my practice medical workers come into contact with various spheres of human life and society - the sphere of health (physical, mental, social), rights, the education and health care system, preventive work, administrative issues and others. Therefore, in order to achieve maximum efficiency in his professional activity, a physician must be well aware of the patterns and features of the communication process, as well as the reasons for the emergence of barriers in the process of interpersonal interaction.

Bibliographic link

Savunkina A.A., Latyshev V.A. THE IMPORTANCE OF NON-VERBAL COMMUNICATION IN THE PROFESSIONAL ACTIVITY OF A MEDICAL WORKER // International Journal of Experimental Education. – 2015. – No. 11-6. – P. 933-935;
URL: http://expeducation.ru/ru/article/view?id=9527 (access date: 01/04/2020). We bring to your attention magazines published by the publishing house "Academy of Natural Sciences"

The relevance of the research topic lies in the fact that currently, when training language specialists, the emphasis is placed primarily on verbal language means. And although more and more linguists and psychologists claim that most of information is transmitted by non-verbal means, teaching students the rules of mastery of non-verbal communication means that are inherent in both individual cultures and the world community as a whole. The purpose of the study is to develop knowledge and skills...

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