The communicative side of communication, its characteristics.

Theory of communication psychology.

Communication is the interaction of people, which includes 3 parties.
a) The communicative side - as the exchange of information;

b) The interactive side - as interaction;

c) The perceptual side - as the perception of a person by a person.

The communicative side of communication. In the foreground is “what is being said?”, and not “by whom” and “how”.

The following types of communication are distinguished:

1. Cognitive communication – receiving and transmitting information.
2. Expressive communication – exchange of emotions, opinions, views.
3. Persuasive communication - with the goal of getting a person to do something useful for us.
4. Social-ritual communication - with the aim of maintaining norms and customs.

The communicative side of speech

Definition 1
Communication is a type of active interaction between objects of any nature, which involves information exchange.

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Communication between people is distinguished by the following specific features:

• Firstly, it undoubtedly must contain two individuals, each of whom is an active subject. At the same time, their mutual information implies the organization of joint activities.
• Secondly, it must contain the possibility of mutual influence of partners on each other through the concept of signs. In other words, the exchange of information in this case implies an influence on the behavior of the interlocutor and a change in the state of the participants in the communication process.
• Thirdly, influence in communication can only be exercised if there is a unified concept of decodification and codification between the communicator (the person who sends information) and the recipient (the person who receives it).
• Fourth, communication barriers are always likely to arise. In this case, the connection that exists between attitude and communication is clearly visible.

The model of the communication process, as a rule, contains five components: communicator - message (text) - channel - audience - feedback.

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Definition 2

The communication side is a way of psychologically influencing the interlocutor. During the period of information transfer, one person influences another. The better a subject’s communication skills are developed, the higher the degree of influence he has on his own interlocutors.

Information is provided on two levels:

1. Incentive. These are remarks of a pleading, commanding, recommendatory nature. They are expressed with the task of stimulating a person to perform some action.
2. Stater. Speech at this level is of a notification nature, which is aimed at providing any information. Ranges from indifferent presentation to active persuasion.

Means of communication.

Speech (verbal means) is the most universal means of communication, because with its help information is transmitted most accurately with the least loss.

Non-speech (non-verbal) means - facial expressions, pantomime, postures, gestures, distance between partners

There are also 2 special subgroups.

Extralinguistics - laughter, tears, snoring, etc.

Paralinguistics - sounds that accompany speech.

With the help of speech, a person conveys information, and with the help of nonverbals, his attitude towards it. When there is a contradiction between verbal and nonverbal expressions, people tend to trust the nonverbals.

As we have already said, communication distance—the distance between partners—is a nonverbal factor. There are 4 communication zones

1. Intimate zone – 0 – 45 cm.
2. Personal (personal) zone – 45 – 120 cm.
3. Social zone – 120 – 350 cm.
4. Public zone – from 350 cm and above.

It should be noted that the sizes of these zones vary in different cultures. In the Middle East these zones are closer, in the west they are further.

The interactive side is communication as the interaction of people. When entering into interaction, people can be guided by various motives.

1. The motive of maximizing everyone's gain. (Cooperation)
2. The motive of maximizing one's own gain. (Selfishness)
3. The motive of maximizing the gains of others. (Altruism)
4. The motive of maximizing one's own gain while minimizing the gain of others. (Competition)
5. The motive for minimizing the gains of others
6. The motive for minimizing differences in winnings. (Equality)

Communication is successful if the motives of the parties coincide.

Communication, its sides and means

No human community can carry out full-fledged joint activities unless contact is established between the people included in it and proper mutual understanding is not achieved between them.

Communication is a complex, multifaceted process of establishing and developing contacts between people, generated by the needs of joint activities and including: exchange of information, development of a unified interaction strategy, perception and understanding of another person.

Types of communication: nonverbal (wordless) communication - communication using facial expressions, gestures, posture and posture instead of words; verbal (verbal, speech) communication.

There are three levels of communication. Intrapersonal - a person’s mental communication with himself when he develops some plans, develops ideas, prepares to communicate with someone, etc. Interpersonal - communication between two or more people. Public - communication between a person and a large audience.

Sides of communication: The first is communicative. Communication includes the exchange of information between participants in joint activities, which can be characterized as the communicative side of communication. When communicating, people turn to language as one of the most important means of communication.

The second side of communication (interactive) is the interaction of those communicating. Organization of interaction between people. Exchange in the process of speech not only words, but also actions and deeds. For example, when making a payment at the cash register, the buyer and seller communicate even if neither of them says a word: the buyer hands the cashier a sales receipt for the selected purchase and money, the seller knocks out the check and counts out the change.

The third side of communication (perceptual) is the perception of each other by those communicating. It is very important, for example, whether one of the communication partners perceives the other as trustworthy, intelligent, understanding, prepared, or whether he assumes in advance that he will not understand anything and will not understand anything communicated to him.

In a single process of communication, three sides can be roughly distinguished: communicative (transfer of information), interactive (interaction) and perceptual (mutual perception).

Considered in the unity of these three sides, communication acts as a way of organizing joint activities and relationships between the people involved in it. Knowing the patterns of communication and developing communication skills and abilities are especially important for a healthcare professional. There is a unity of joint activity and communication. In joint activity, a person must, of necessity, unite with other people and communicate with them. Establish contact, achieve mutual understanding, receive proper information, provide feedback, etc. In this case, communication acts as a side, part of the activity, as its most important informative aspect, as communication (communication of the first kind). Having created an object (having designed a device, expressed an idea, made calculations, repaired a machine, etc.) in the process of activity that has already included communication as communication, a person is not limited to this, through the created object he “broadcasts” himself, his characteristics, his individuality to other people . A given object (a constructed building, an exact poetic line, a planted tree, a turned detail, a written book, a composed or performed song) is, on the one hand, an object of activity, and on the other, a means by which a person asserts himself in public life.

In communication, a person constantly learns to separate the essential from the inessential, the necessary from the accidental, to move from images of individual objects to a stable reflection of their general properties in the meaning of words. It fixes essential features that are inherent in a whole class of objects and thereby relate to the specific object in question. For example. When we say “newspaper,” we mean not only that newspaper sheet, but we thereby indicate to which class of objects this item belongs, taking into account its differences from other printed materials, etc.

Comfort zones. Communication mainly takes place in comfort zones. Each person has his own size of this zone, however, for most people the size of the “personal” zone, communication in which does not cause discomfort, is 0.46 - 1.2 meters. Intimate zone, size - 15 - 46 centimeters.

It is necessary to be attentive to everyone's comfort zone and find a mutually acceptable distance. There are also such zones as social - size from 1.2 to 3.6 meters, and public zone - more than 3.6 meters.

Verbal communication. The person addressing information to another person (communicator) and the one who receives it (recipient), in order to achieve the goals of communication and joint activity, must use the same system of codification and decodification of meanings, i.e. speaking “in the same language”, if the communicator and the recipient use different codification systems, then they cannot achieve mutual understanding and success in joint activities.

The biblical story about the construction of the Tower of Babel, which failed due to the unexpected “confusion of languages” of the builders, reflects the fact that interaction is impossible when the processes of codification and decodification are blocked, since people speaking different languages ​​cannot agree with each other, which makes joint activity impossible. The exchange of information becomes possible if the meanings assigned to the signs used (words, gestures, hieroglyphs, etc.) are known to the persons participating in the communication.

Meaning is the content side of a sign as an element that mediates knowledge of the surrounding reality. Just as a tool mediates the labor activity of people, signs mediate their cognitive activity and communication.

To convey meaningful information to each other, people began to use articulate sounds, to which certain meanings were assigned. It was convenient to use articulate sounds for communication, especially in cases where the hands were occupied with objects and tools, and the eyes were turned to them. The transmission of thoughts through sounds was convenient even at a considerable distance between those communicating, as well as in the dark, in fog, in thickets. Thanks to communication through language, the reflection of the world in the brain of an individual person is constantly replenished with what is reflected or has been reflected in the brains of other people - an exchange of thoughts and transfer of information occurs.

Speech is verbal communication. Words can be spoken aloud, silently, written, or replaced by deaf people with special gestures that act as carriers of meaning. The so-called dactylology, where each letter is indicated by finger movements, and sign language, where a gesture replaces an entire word or group.

Non-verbal communication. The emotional attitude that accompanies a verbal utterance forms a special, nonverbal aspect of the exchange of information, a special, nonverbal communication.

The means of non-verbal communication include gestures, facial expressions, intonation, pauses, posture, laughter, tears, etc., which form a sign system that complements and enhances, and sometimes replaces the means of verbal communication - words.

For example. To a comrade who has told about the grief that has befallen him, the interlocutor expresses his sympathy with words accompanied by signs of nonverbal communication: a saddened expression on his face, a lowering of his voice, pressing his hand to his cheek and shaking his head, deep sighs, etc.

As a rule, people are less able to control the channel of nonverbal communication. Facial expressions do not always convey what a person is saying. Sometimes the whole body is involved in transmitting information, such as a person's gait. She can demonstrate well-being, anger, or vice versa, restraint, fear. You can get a lot of information from facial expressions, facial expressions, and gestures. A person’s gaze complements what is not said in words, gestures, and often it is the gaze that gives the true meaning to the spoken phrase; in addition, an expressive gaze is able to convey the meaning of not only what is said, but what is unsaid or unspoken. In some cases, you can say more with a look than with words. Hands play an important role in sign language; hands can also convey an emotional state. For example, anxiety can manifest itself in continuous movement of the hands, “wringing of fingers,” etc.

Means of nonverbal communication are the same product of social development as the language of words, and may not be the same in different national cultures. For example, Bulgarians express disagreement with their interlocutor with a nod of the head, which a Russian perceives as approval and agreement, and a negative shake of the head, common among Russians, can easily be taken by Bulgarians as a sign of agreement.

In different age groups, different means are chosen for non-verbal communication. Thus, children often use crying as a means of influencing adults and as a way of conveying their desires and moods to them. The spatial placement of the communicators is essential for enhancing the effect of verbal communication. A remark thrown over the shoulder clearly shows the communicator’s attitude towards the recipient.

Verbal and nonverbal communication can exist simultaneously. For example, communication occurs in the form of a conversation, it can be accompanied by a smile, gestures, crying, etc. It should be noted that the perception of a message largely depends on nonverbal communication.

The communication process is largely influenced by a person’s previous experience and memory. Each participant in communication brings into the conversation his own position, beliefs, which are determined by his social environment, etc.

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Levels of communication.

1. Conventional is the most human level of communication with the extension “nearby”.
2. Primitive - a person is treated not as a person, but as a thing, either necessary or not. In relation to subordinates, an extension is carried out “from above”, and in relation to superiors, a voluntary extension is carried out “from below”.
3. Manipulative is a game that must be won. Winning means benefit, either material or psychological. Psychological benefit - the possibility of an extension “from above” to inflict psychological injections on a partner with impunity.
4. Business – conventional level in business cooperation.
5. Gaming is similar to the conventional one, but surpasses it in the subtlety of its content and richness of shades. The purpose of such communication is the desire to help another person free himself from shortcomings and better understand himself. This is acceptable in psychotherapy groups and between close people.
6. The formal level of communication is contact of masks.
7. Spiritual – in relation to charismatic individuals

The perceptual side of communication reflects people’s perception and understanding of each other. The main mechanism of this side of communication is social perception - the perception of a person’s external signs while simultaneously assessing another person, his attitude towards us, as well as predicting his behavior.

Basic types of social perception.

1. Identification is the ability to put oneself in the place of a communication partner and look at the situation through his eyes.
2. Empathy - “feeling” into the state of another
3. Attraction is the experience and formation of a primary attitude towards a person as the basis for cognition of this person.

Stereotypes of perception.

1. The halo effect is the tendency to judge positive character traits based on the perception of appearance. Attribution of negative properties is the anti-halo effect.
2. Attitude is an unconscious desire to think in a certain way about a person or treat him under the influence of someone else’s opinion or one’s own experience.
3. Causal attribution is the attribution of motives for behavior based on attitudes.

In order to get rid of stereotypes or patterns of perception, it is important to have reflection - to be able to reflect yourself.

Stages of communication.

Communication or conversation will be effective or successful when

a) People are satisfied with it;

b) A solution has been found and adopted that everyone agrees with.

Thus, the conclusion suggests itself that in order for communication to be effective, it is necessary to go through four stages of communication.

• Contact.
• Orientation.
• Finding a joint solution
• Decision-making.

Contact. This stage is very important, since it is at this moment that trusting contact is established, which helps to quickly come to a common understanding of the situation, and then to solving the problem. The contact stage can last from a few seconds to several hours. For example, when the interlocutors greet each other and get down to business, then the contact stage is very short. But sometimes people first talk for a long time on abstract topics and only after that get down to business - then the contact stage can be larger than the rest of the communication.

Orientation. At this stage, it is necessary to orientate yourself in the interlocutor, in his problem and orient the interlocutor in your understanding of the problem.

Finding a joint solution. Here the main emphasis is on the jointness of the decision, that is, both interlocutors, as partners, must come to a common decision.

Decision making – in order to emphasize the significance of the decision made. It happens that people have talked, and everyone is left with the impression that everything seems to have been decided, but it is not clear what the decision is and who is responsible. Therefore, at this stage, the most important thing is to clearly state the decision made and make sure that it is understood equally.

Leaving contact or a farewell ritual is also important.

Stage "Contact". "The Angle Rule". Behind any person’s back there is a corner into which it is easy to drive him, but there is no decent way out of the corner. There are only two unworthy ones. The first is to try to win through aggression. But still lose. The second is to agree, give in, and then feel negative emotions, that is, immediately lose. Thus, there are two rules of the corner: do not drive another into a corner, i.e. do not condemn him without sufficient grounds, and do not go into this corner yourself, i.e. don't be offended.

It is impossible to solve a problem without establishing contact!

Rules for making contact.

The first rule is greeting. Three components: calling a person by name, smiling, shaking hands.

The second rule is that eye contact must be maintained 10-15% of the time of communication.

The third rule is reducing social distance.

Fourth, tell the person about his importance.

Fifth, don’t have serious conversations while walking.

Stage "Orientation". To orient a person in your understanding of the problem and to orient yourself in how your interlocutor understands the problem:

You need to be able to speak;

You need to be able to listen;

Pay attention to nonverbal manifestations.

Map of reality. Dogs. Generalization, omission, distortion.

People think through images, sounds and sensations.

• Any word spoken or read evokes an image in them.
• Everyone has their own dog in their head.
• Internal pictures and images are combined in the head into entire films. It is these films that are remembered as memories of what was said or read.
• Words are buttons, a trigger that initiates the process of imagination.

There are three processes involved in creating the space of internal representations in humans.

• Generalization;
• Omission;
• Distortion.

Generalization. Generalizations help us learn quickly. Generalizations can limit our world.

Omissions. We can turn off one or another channel of perception and not perceive all the information available around us at the moment.

Distortion. Without the process of distortion, the world could not change and develop. But this process also has its negative sides. For example, through the process of distortion, people develop fears.

The biggest mistakes people make.

• People often think that others think just like them.
• People are often sure that in any situation there can be only one true perception and only one interpretation of events - their interpretation.
• People often believe that when they say a word, for example, "dog", other people mean and see the same thing as they do.

How to achieve the most complete mutual understanding with others? There are several things to do.

• Firstly, it is to realize the subjectivity of human perception of the world around us.
• Secondly, learn to listen and hear a person.

To do this, you need to master several techniques. One of them is the technique of active listening.

There are three ways to listen:

• Negative evaluation, ignoring and self-centeredness.
• Questioning, making comments about the course of the conversation are passive listening techniques. With their help, you can show your partner that “I am listening to you,” but in reality, listening does not help.
• Active listening techniques.

Active Listening Techniques

involve the following actions (verbalizations):

• Pronunciation. The interlocutor repeats the partner’s statements verbatim, and he can start with the following phrase: “As I understand you, ...,” “In other words, ...,” etc.
• Paraphrasing. The interlocutors reproduce the partner’s statement in an abbreviated and generalized form, briefly formulating the most significant things in his words. “Your main ideas, as I understand it, are...”; "So, .."
• Development of the idea. The interlocutor is trying to draw a logical consequence from the partner’s statement: “Based on what you said, it turns out that...”

Verbalizations perform the following functions:

• Allows you to collect information.
• Allows you to display the most important information.
• Helps clarify whether you understood your partner correctly.
• Helps you remember information better.
• Helps to comprehend information.
• Helps to summarize.
• Helps you stay on top of the problem.
• It is a means of orientation towards a partner.
• Helps you better understand your problem.
• They help reinforce your partner’s point of view.
• Gives time to think.
• Verbalization helps to use the pause mechanism.

The “search for a joint solution” stage. It is also often called the argumentation stage, since here you need to argue your point of view and work with your partner’s arguments.

What should you do with the arguments that your interlocutor has already expressed? Some of them need to be counter-argued, some arguments need to be analyzed, considered from different points of view

There are two main strategies for argumentation: bottom-up and top-down.

Stage "Decision making"

The fourth stage is the stage of making a decision and leaving contact. The success of passing and completing this stage depends on how effective the communication was, that is, whether it met both criteria for effectiveness. It is very important to pay attention to ensuring that a single decision is made and that all participants understand this decision equally. The second important point is that all participants in the communication are satisfied with both the decision itself and the decision-making process, and, consequently, with each other. In such a situation, leaving contact occurs naturally; it is easy for everyone to say pleasant words to each other.

Communication patterns and communicative activities

Boris Masterov, candidate of psychological sciences, program manager at the Institute for Professional Growth, expert at the Open Society Institute. Source: Elitarium.ru

The wide variety of forms of human communication can be largely systematized using just five models of communication: cognitive, persuasive, expressive, suggestive and ritual. Knowledge of these communication models allows you not only to program your own communicative actions in communication, but also to develop a forecast of the response actions of your communication partner. The professional competence of a manager is manifested in the skillful combination of the above models. Let us dwell in more detail on the content of each of them.

To understand the specific features of communicative activity, modeling the behavior of subjects of communication in certain communicative situations is important. By “model” we mean a system of parameters or signs that reproduce the essential properties of the original.

There are the following main communication models:

• in the cognitive model of communication, the goal of transmitting information that is significant for another subject of communication is realized;
• in a persuasive model of communication through a system of logical evidence, there is mutual influence of subjects on each other;
• in the expressive model of communication, the goal of conveying feelings, assessments, and states to each other is realized;
• in the suggestive model of communication, the goal of providing suggestion or suggestive influence is realized;
• In the ritual model of communication, the task of forming a system of psychological support for relationship norms is realized.

The professional competence of a manager is manifested in the skillful combination of the above models.

Let us dwell in more detail on the content of communication models.

1. Cognitive model of communication

a) use it if you want to: transfer information and expand each other’s information fund;

b) at the same time, you need to use: the cognitive capabilities of communication partners, their intellectual abilities and attitudes towards communication;

c) you can achieve this using the following forms of communicative processes of influence:

• activity report;
• reporting on performance results;
• information about principles of understanding or ways to solve a problem;
• communication based on the results of studied primary sources of information;
• informational and analytical presentation;

d) at the same time, you need to remember the following technological features of organizing a communicative action:

• concentration on the subject of information;
• rationalization of presentation of material;
• logically flawless argumentation;
• evidence of all put forward provisions;
• detailed description of cause-and-effect and conditional-effect relationships.

2. Persuasive communication model

a) use it if you want to: evoke certain feelings in your communication partner and form certain orientations and attitudes;

b) at the same time, you need to use: reliance on your partner’s receptivity, his emotional culture;

c) you can achieve this using the following forms of communicative processes of influence:

• solemn speech;
• congratulation;
• parting words;
• compliment;

d) at the same time, you need to remember the following technological features of organizing a communicative action:

• relying on the emotional mood of the partner;
• taking into account the counter-argumentation and critical position of one partner in relation to the other;
• emotional attitude to the subject of communication.

3. Expressive model of communication

a) use it if you want to: convey feelings, experiences, form a general psycho-emotional mood and, on its basis, encourage your partner to certain forms of social action (most often mass);

b) in this case, you need to use: reliance on the emotional sphere of your partner in order to change the ratio of activity and reactivity towards the stimulating influence of emotions on the will, widespread use of means of artistic and aesthetic influence and reliance on the mechanism of socio-psychological expression;

c) you can achieve this using the following forms of communicative processes of influence:

• a story about one’s own experiences and feelings related to the subject of communication;
• motivated appeal;
• analysis of possible consequences;

d) at the same time, you need to remember the following technological features of organizing a communicative action:

• brevity of presentation;
• situational conditioning;
• brightness of gestures;
• demonstrative nature of poses;
• voice intonation;
• affectation and emphasis;
• fascination with the help of artistic reinforcement.

4. Suggestive model of communication

a) use it if you want to: have a suggestive effect to change the motivation, value orientations and attitudes of the individual;

b) in this case, you need to use: the uncritical attitude of one partner to the other, a weak level of counter-suggestion, the suggestibility of the partner who has taken the communicative role of the perceiver;

c) you can achieve this using the following forms of communicative processes of influence:

• suggestion through the motivational sphere of consciousness;
• suggestion through identification;
• suggestion through references to authority;
• suggestion through personification;
• suggestion through warning;

d) at the same time, you need to remember the following technological features of organizing a communicative action:

• reliance on the suggestive potentials of the communication partner;
• constant clarification of suggested attitudes;
• the formation of attraction as a necessary component in suggestive communication;
• intonational stimulation of suggested information;
• remote control of emotional stress, etc.

5. Ritual model of communication

a) use it if you want to: consolidate and maintain the norms of relationships, ensure psychoregulation of the social psyche in large and small groups;

b) in this case, you need to use: an artistically designed environment, canonization of actions and concentration of attention on the algorithm of their execution, the ceremonial nature of the interaction and its orientation towards a binary impact (on those who perceive and perform the ritual at the same time);

c) you can achieve this using the following forms of communicative processes of influence:

• ritual acts;
• ceremonies;
• rituals;
• ritual complexes;

d) at the same time, you need to remember the following technological features of organizing a communicative action:

• reliance on national and territorial-professional traditions and communication norms;
• preliminary conclusion of a convention on the order of the ritual;
• focusing on the intrinsic value of ritual actions;
• theatricalization of communicative behavior.

The considered communication models do not completely exhaust their diversity. And it is not possible to show all the diversity within the framework of this publication. The task was more modest, and it contains two parts: first, to present communication in a systemic characteristic and show the possibilities of its modification depending on specific factors; secondly, to show possible approaches to modeling one’s own communicative activity. The presented models emphasize the communicative role actions of communication partners. This emphasis is necessary for a leader for at least two reasons. Firstly, for self-programming of one’s own communicative action in communication. Secondly, to develop a forecast of the response actions of your communication partner. The psychological and social forecast of the communicative actions of a communication partner is based not only on communication models, but also on a deep knowledge of people’s psychotypes.

Manipulative communication

Manipulation. - hidden control of human behavior, carried out for the sake of some benefit of the one who controls. A person who, in his own interests, controls the behavior of another against his will is called a manipulator. Manipulation of consciousness is present in all spheres of public life.

A manipulator is a kind of puppeteer who uses “threads” to control others. Such threads can be human complexes, ambitions, public opinion, spiritual and moral values. Who uses manipulation and why:

1. Manipulation is used in cases where the purpose of manipulation is an action or intention that is immoral in the eyes of society;
2. They are manipulated by individuals for whom it is impossible to express their intentions or requests due to the influence of various complexes (feelings of guilt, feelings of superiority, increased anxiety, worries about the future, and others);
3. Naturally, politicians always manipulate. Just out of habit, so as not to lose shape;
4. Journalists, TV presenters, investigators, prosecutors, lawyers and other lawyers definitely manipulate.
5. manipulated by doctors, teachers and psychologists.

A manipulative system can be defined as a manipulative or gaming stereotype. Four main manipulative schemes can be distinguished.

1. An active manipulator attempts to control others through active methods. He avoids showing his weakness in relationships, accepting the role of being full of strength. Usually attracted by his social position.
2. A passive manipulator is the opposite of an active one. He decides that since he cannot control life, he will give up effort and allow himself to be controlled by an active manipulator
3. The competitive manipulator views life as a state that requires constant vigilance, since here you can win or lose - there is no other option. It oscillates between the methods of the first or second and can therefore be considered as something in between.
4. The fourth form of a manipulative system is a system of indifferent manipulation. The manipulator plays the role indifferently, hoping for nothing and trying to escape. “I don’t care” is his favorite phrase.

The first sign is that a person behaves unnaturally, insincerely and at the same time in a rote manner, i.e. plays the role that is most convenient for him at the moment. False notes in the voice, exaggerated or, conversely, unnaturally suppressed emotions are also a sign of manipulation. Manipulation, in addition to all this, also has verbal manifestations - these are all kinds of verbal cliches, cliches, banal figures of speech that do not carry a semantic load.

Communication means

The transmission of any information is possible only with the help of signs or sign systems. There are several sign systems that are used in the communication process; in accordance with them, a classification of communication processes can be built. There are non-verbal and verbal communications, which use different sign systems in the communication process.

Note 2

At the verbal level, human speech is used as a means of transmitting information.

The opinion is often expressed that speech hides a person’s true face, but at the same time, speech can show it, contrary to the will of the speaker. Speech is one of the conditions for the formation of personality.

Nonverbal means of communication seem to be a complement to verbal communication. Psychologists say that from 60 to 80% of the information a person receives was obtained using non-verbal (non-speech) means of communication.

Definition 3

Nonverbal communication is a set of non-linguistic means, signs and symbols that are used to convey messages and information during the communication process.

Metalanguage.

As we found out earlier, on average 60–80% of personal communication occurs through nonverbal channels, but verbal communication is also extremely important. Like body language, metalanguage is based on “intuition,” “premonition,” “sixth sense,” and the understanding that the words and thoughts of the interlocutor are not at all the same thing.

The most typical annoying metawords are “you see,” “so to speak,” “well,” and the latest masterpiece of our time, “as if.” These phrases are most common among the less educated part of society, although they are very often found in the media.

If you remove all meta-expressions from speech, then the conversation will become short, sharp and exclusively semantic. We will begin to seem rude, cruel and inconsiderate to each other. Metalanguage softens the blows we strike at each other, allows us to manipulate the other person, achieve our own goals and release emotions without causing mortal offense.