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State Autonomous Educational Institution "Medical and Ecological College"

Essay on psychology and ethics on the topic

"Communication- basis of human existence"

Done: student

group T-510-Z

Savina Tatyana Alexandrovna

In the real life of a person, communication and activity as specific forms of social activity act in unity, but in a certain situation they can be implemented independently of each other. The content of the category of communication is diverse: it is not only a type of human activity, but also a condition and a result of this same activity; exchange of information, social experience, feelings, moods.

Communication is characteristic of all higher living beings, but at the human level it acquires the most perfect forms, becomes conscious and mediated by speech. There is not even the shortest period in a person's life when he would be out of communication, out of interaction with other subjects. In communication, the following are distinguished: content, purpose, means, functions, forms, sides, types, barriers.

Statisticians of some countries have calculated that up to 70% of the time in the life of most people is occupied by communication processes. In communication, we pass on a variety of information to each other; exchange knowledge, opinions, beliefs; declare our goals and interests; we learn practical skills and abilities, as well as moral principles, rules of etiquette and traditions.

However, communication is not always smooth and successful. Often we are faced with critical situations: someone did not understand us; we did not understand someone; with someone we spoke too sharply, rudely, although we did not want to. Of course, every time after a misunderstanding, a raised voice, another conflict, our mood deteriorates, we cannot understand why this happened. There is no person who has never experienced difficulties in the process of communication. In private life, we have the right to choose those with whom we are pleased to communicate, those who impress us. In the service, we are obliged to communicate with those who are, including people who are not sympathetic to us; and in this situation it is very important to learn how to make contact, since success depends on this skill professional activity. Numerous studies by psychologists have proven that there is a direct and strong relationship between the quality of communication and the effectiveness of any activity. A prominent American businessman, the head of the Chrysler automobile company, Lee Iacocca, said that the ability to communicate with people is everything and everything.

Each of us imagines what communication is. Our life is built from it, it underlies human existence, so communication has become the object of socio-psychological analysis.

There are many in the literature various definitions communication. Communication is a complex, multifaceted process, which is the interaction of two or more people, in which information is exchanged, as well as the process of mutual influence, empathy and mutual understanding of each other.

In the process of communication, psychological and ethical relationships are formed and developed, which make up the culture of business interaction.

Business conversation- this is communication that ensures the success of some common cause and creates the necessary conditions for people to cooperate in order to achieve goals that are meaningful to them. Business communication contributes to the establishment and development of cooperative relationships between work colleagues, competitors, customers, partners, etc. Therefore, the main task business communication is productive cooperation, and for its implementation it is necessary to learn communication.

Studies have shown that the question of the questionnaire: "Do you know how to communicate?" 80% of the respondents gave an affirmative answer. What does it mean to be able to communicate? First of all, this is the ability to understand people and build relationships on this basis.

We repeatedly say that each person is unique, he has a peculiar, inimitable manner of communicating; and yet our interlocutors can be conditionally combined into groups. What are they, our interlocutors? AT study guide"Psychology of management" ( Samygin S., Stolyarenko L.D. Psychology of management. -- Rostov-on-Don, 1997) describes nine "abstract types" of interlocutors.

1. Nonsensical person, "nihilist". Does not adhere to the topic of conversation, impatient, unrestrained. With his position, he confuses his interlocutors and provokes them to disagree with his arguments.

2. Positive person. Is the most pleasant interlocutor. He is friendly, hardworking, always seeking cooperation.

3. know-it-all. Always sure that he knows everything best of all; he is constantly included in any conversation.

4. Chatterbox. He likes to speak at length, tactlessly interrupting the conversation.

5. Coward. Such an interlocutor is not self-confident enough; he would rather remain silent than express his opinion for fear of seeming ridiculous or stupid.

6. Cold-blooded, impregnable companion. Closed, kept aloof, not included in a business conversation, as it seems to him unworthy of his attention and efforts.

7. Disinterested interlocutor. A business conversation, a topic of conversation does not interest him.

8. Important bird. Such an interlocutor does not tolerate any criticism. He feels superior to everyone and behaves accordingly.

9. Why. Constantly asks questions, whether they have a real basis or are far-fetched. He just "burns" with the desire to ask.

As you know, people behave differently in all life situations. A person can change depending on the importance of the topic of conversation, the course of the conversation and the type of interlocutors.

To provide high level business communication, we must be able to use communication technologies based on psychological knowledge. It should be borne in mind that in the process of communication between colleagues, management, clients, a conflict situation, tension may arise, and inept use of a word can lead to communication failures, to information losses.

There is practically no period in a person's life when he is out of communication. Communication is classified according to content, goals, means, functions, types and forms. Specialists distinguish the following forms of communication.

Immediate communication is historically the first form of communication between people; it is carried out with the help of organs given to man by nature (head, hands, vocal cords, etc.). On the basis of direct communication at the later stages of the development of civilization, various forms and types of communication. For example, indirect communication related to the use special means and tools (stick, footprint on the ground, etc.), writing, television, radio, telephone and more modern means to organize communication and exchange of information.

direct communication is a natural face-to-face contact, in which information is transmitted personally by one interlocutor to another according to the principle: "you - to me, I - to you." indirect communication involves the participation in the communication process of an "intermediary" through which information is transmitted.

interpersonal communication is associated with direct contacts of people in groups or pairs. It implies knowledge of the individual characteristics of the partner and the presence of joint experience of activity, empathy and understanding.

Mass communication is multiple connections and contacts of strangers in society, as well as communication using means mass media(television, radio, magazines, newspapers, etc.).

Professionals in the field of trade and services in their daily activities are faced with the problems of interpersonal communication.

In psychology, it stands out three main types of interpersonal communication: imperative, manipulative and dialogic.

1.imperative communication is an authoritarian (directive) form of influence on a communication partner. Its main goal is to subjugate one of the partners to the other, achieve control over his behavior, thoughts, as well as coercion to certain actions and decisions. In this case, the communication partner is considered as a soulless object of influence, as a mechanism that must be controlled; he acts as a passive, “suffering” side. The peculiarity of imperative communication is that forcing a partner to do something is not hidden. Orders, instructions, demands, threats, prescriptions, etc. are used as means of influence.

2. manipulative communication is similar to imperative. The main goal of manipulative communication is to influence the communication partner, but at the same time, the achievement of one's intentions is carried out secretly. Manipulation and the imperative are united by the desire to gain control over the behavior and thoughts of another person. The difference is that with the manipulative type, the communication partner does not inform about his true purposes, targets are hidden or replaced by others.

With the manipulative type of communication, the partner is not perceived as an integral unique personality, he is the bearer of certain properties and qualities that are “necessary” for the manipulator. For example, no matter how kind a person is, it is important that his kindness can be used for your own purposes. However, often a person who chooses this type of relationship with others as the main one ends up becoming a victim of his own manipulations. He also perceives himself as a fragment, is guided by false goals and switches to stereotypical forms of behavior. A manipulative attitude towards another leads to the destruction of trusting ties built on friendship, love, mutual affection.

Imperative and manipulative forms of interpersonal communication refer to monologue communication. A person, considering the other as an object of his influence, in fact communicates with himself, with his tasks and goals. He does not see the true interlocutor, ignores him. As the Soviet physiologist Aleksey Alekseevich Ukhtomsky said on this occasion, a person sees not people around him, but his “twins”.

3. Dialogic communication is an alternative to the imperative and manipulative types of interpersonal communication. It is based on the equality of partners and allows you to move from a fixed attitude towards oneself to an attitude towards an interlocutor, a real communication partner.

Dialogue is possible only if a number of relationship rules:

* mental attitude emotional condition the interlocutor and their own psychological state (communication on the principle of "here and now", i.e. taking into account the feelings, desires, physical condition that partners are experiencing at this particular moment);

* trust in the partner's intentions without assessing his personality (principle of trust);

* Perception of a partner as an equal, having the right to his own opinion and his own decision (principle of parity);

* communication should be directed to common problems and unresolved issues (principle of problematization);

* the conversation must be conducted on your own behalf, without reference to someone else's opinion and authorities; you should express your true feelings and desires (the principle of personifying communication).

Dialogue communication involves an attentive attitude to the interlocutor, to his questions.

According to its purpose, communication is multifunctional. In psychology, there are five main functions.

1.pragmatic function communication is realized when people interact in the process of joint activity.

2. Formative function manifests itself in the process of human development and formation as a person.

3. Confirmation function is that only in the process of communicating with others can we understand, know and assert ourselves in our own eyes. Signs of confirmation include acquaintances, greetings, showing signs of attention.

4. The function of organizing and maintaining interpersonal relationships. AT in the course of communication, we evaluate people, establish emotional relationships, and the same person in different situations may lead to different attitudes. Emotional interpersonal relationships are found in business communication and leave a special imprint on business relationships.

5.intrapersonal function communication is a dialogue with oneself. Thanks to this function, a person makes decisions and performs significant actions.

In addition, there are several types of communication among which are the following.

1. "Mask contact". AT in the process of communication there is no desire to understand a person, his individual characteristics, That's why this species communication is called formal. In the course of communication, a standard set of masks is used, which have already become familiar (strictness, politeness, indifference, etc.), as well as a set of facial expressions and gestures corresponding to them. During the conversation, “common” phrases are often used to hide emotions and attitudes towards the interlocutor.

2. Primitive communication. This type of communication is characterized by "necessity", i.e. a person evaluates the other as a necessary or unnecessary (interfering) object. If a person is needed, they actively come into contact with him; if he is not needed, he interferes - they “push him away” with sharp remarks. After receiving what they want from a communication partner, they lose further interest in it and, moreover, do not hide it.

3. Formal role communication. In such communication, instead of understanding the personality of the interlocutor, knowledge of his interlocutor is dispensed with. social role. Each of us plays many roles in life. A role is a way of behavior that is set by society, so it is not common for a salesman, a cashier at a savings bank, to behave like a military leader. It happens that during one day a person has to “play” several roles: a competent specialist, colleague, leader, subordinate, passenger, loving daughter, granddaughter, mother, wife, etc.

4. Business conversation. This type of communication takes into account the personality traits, age, mood of the interlocutor, but the interests of the case are more important.

5. secular communication. Communication is pointless, people say not what they think, but what is supposed to be said in such cases. Politeness, tact, approval, expression of sympathy are the basis of this type of communication.

Communication is done through verbal(verbal) and non-verbal means. communication business dialogue relationship

The study of the process of communication showed how complex, diverse the phenomenon is and made it possible to distinguish the structure of communication, consisting of three interrelated parties:

1) communicative side. It manifests itself in the mutual exchange of information between partners in communication, transmission and reception of knowledge, opinions, feelings;

2) interactive side. It consists in the organization of interpersonal interaction, i.e. when participants in communication exchange not only knowledge, ideas, but also actions;

3) perceptual side. This side is manifested through the perception, understanding and evaluation of each other by people.

To better understand what communication is, it is necessary to consider in detail all its aspects, features, problems and obstacles.

Where does communication begin? Of course, "at first sight", i.e. communication begins with observation of the interlocutor, his appearance, voice, demeanor. Psychologists on this occasion say that there is a perception of one person by another. Effective communication is impossible without the correct perception, evaluation and mutual understanding of partners. That is why we begin the study with the main and important side of communication - perceptual.

Perception (or perception) is well studied in social psychology, and the term "social perception" (social perception) was first introduced by the American psychologist J. Bruner in 1947. He drew attention to the fact that along with individual differences there are common socio-psychological mechanisms of perception.

Various factors affect how people perceive and evaluate each other. Studies have confirmed that children and adults differ in social perception. Children are more focused on the perception of appearance (clothes, hairstyle, etc.), they better recognize the emotional state of a person by facial expression than by gestures. In addition, the profession of observer has a strong influence on the process of perception. So, when evaluating the same person, the seller will evaluate appearance, philologist - features of speech, physician - physical health.

However, in general, a person is faced with the task not just to “perceive”, but rather to know another person. In the course of cognition, an emotional assessment of a person is carried out and an attempt to understand the logic of his actions and already on this basis to build his own behavior.

People entering into communication differ from each other in life experience, social status, intellectual development, etc. What signs allow us to judge, for example, the superiority of the interlocutor in terms of social status? Studies have shown that the process of forming the first impression of a person is essential. The first impression is greatly influenced by: 1) the appearance of a person (clothes, hairstyle, jewelry, glasses, insignia); 2) the manner of a person's behavior (how he stands, walks, sits, talks, where his eyes are fixed, etc.).

Appearance and demeanor are superiority factors. since they always contain elements that indicate a person's belonging to a certain social group or his orientation towards some group.

In former times there were certain rules and norms prescribing what and to whom can or cannot be worn. In certain eras, the prescriptions were developed to the smallest detail and had a certain meaning.

In our time, when there are no clear regulations, the role of clothing nevertheless remains significant. Knowing the "secrets" of clothing, you can create a certain image with a communication partner, increase (if necessary - lower) your significance and prestige. For example, when you are going to an exam and wearing a formal suit and shirt with a tie, you are most likely trying to slightly overestimate your social status. If the teacher wears jeans and a sweater for the same exam, then he tries to weaken the factor of his superiority in order to improve interaction with the student, i.e. with you. Properly selected clothes will help to form a favorable impression, inspire confidence on the part of a partner and create an image of an honest, reliable interlocutor.

What in clothes testifies to superiority? First, the price. The price of clothes is determined by quality, as well as by the frequency of occurrence of this model (scarcity) and its fashionability. Secondly, the silhouette of clothing. “High-status” for both women and men is considered to be a silhouette resembling an elongated rectangle with emphasized corners, “low-status” is a silhouette resembling a ball in shape. For example, a sweater, especially voluminous and fluffy, jeans or soft trousers are incompatible with high status. However, on friendly party a soft sweater (pullover) is perceived better than a formal suit. Thirdly, the color of the clothes. Please note that in different countries, specific colors may have different meaning. In European clothes, achromatic colors, i.e. black-gray-white colors, are considered a sign of high status (regardless of fashion trends); the brighter and richer color, the lower the person's perceived status. All these signs are important in interaction, they should not be considered separately.

In addition, the first impression is influenced by various details, such as decorations. Massive gold “signet” rings for men, as well as large diamond rings for women, although they indicate their financial capabilities, can sometimes cause an undesirable effect (“do a disservice”). "Carriers" of jewelry may seem to a communication partner as cunning, insincere, dominating people who claim increased attention to their person.

In the manner of behavior, as in clothing, there are always elements that make it possible to judge the status of the interlocutor (gait, manner of sitting and standing). For example, the results of experiments have shown that people around them prefer people who sit freely on a chair, slightly tilting the body forward. And, conversely, people who sit straight on a chair, leaning slightly back, cause a negative attitude; the same applies to the manner of sitting in a chair with crossed arms or legs.

When perceiving a person great importance It has attraction factor. The difficulty in determining this factor is due to the fact that we are used to considering attractiveness as an individual impression. Any attempt to generalize the signs of attractiveness "runs into" internal resistance. different peoples in different historical periods had and have their own canons of beauty, so the attractiveness factor is determined not by the cut of the eyes and hair color, but social significance some characteristic of a person. After all, there are approved and disapproved by society or a particular social group types of appearance, and therefore attractiveness, is an approximation to the type of appearance that is most approved of by the group to which we belong.

Another important perception factor is attitude towards us from others. At the same time, people who treat us well are valued much higher than those who treat us badly. In the experiment, psychologists, having identified the opinions of the subjects on a number of questions, acquainted them with the opinions on the same questions belonging to other people, and asked them to evaluate these people. It turned out that the closer someone else's opinion is to one's own, the higher the assessment of the person who expressed this opinion. In this experiment, agreement was determined using direct questions. However, there are a large number of indirect signs of agreement: nods of approval, smiles and words in right places, demeanor. In communication, it is very important that consent is clearly expressed. If there is agreement, then the perception is turned on by the factor of a positive attitude towards us.

By studying the processes of perception, psychologists have identified typical distortion ideas about another person.

halo effect. Any information received about a person is superimposed on a pre-created image. This image, which previously existed, plays the role of a halo, interfering effective communication. For example, when communicating with a person who surpasses us in some important parameter (height, mind, financial situation), he is evaluated more positively than if he were equal to us. At the same time, a person is rated higher not only by a parameter that is significant for us, but also by the rest. In this case, they say that there is a general personal reassessment. Therefore, if the first impression of the interlocutor is generally favorable, then in the future his actions, behavior and traits are overestimated. At the same time, only positive aspects are noticed and overestimated, while negative ones are not noticed or underestimated. And vice versa, if the general impression of a person is negative, then even his noble deeds are not noticed or are interpreted as self-interest.

The halo effect can be beneficial if you create a good reputation with people who are closely related: classmates, work colleagues, friends. Very soon you will find that you are surrounded by wonderful, friendly people who get along wonderfully with each other.

projection effect arises when we attribute our advantages to a pleasant person, and our shortcomings to an unpleasant person.

preemption effect, or effect of primacy and novelty appears when we are confronted with conflicting information about a person. If we are dealing with a stranger, then the meaning is given to the information (information) that is presented at the beginning. When communicating with a well-known person, the latest information about him is taken into account.

Of course, no one can completely avoid mistakes, but everyone can understand the peculiarities of perception and learn how to correct their mistakes.

As you know, a person enters into business relations with other people during his life. One of the regulators of these relations is morality, which expresses our ideas about good and evil, about justice and injustice. Morality gives a person the opportunity to evaluate the actions of others, to understand and comprehend whether he lives correctly and what he should strive for. A person can make communication effective, achieve certain goals, if he correctly understands moral norms and relies on them in business relations. If he does not take into account moral norms in communication or distorts their content, then communication becomes impossible or causes difficulties.

Who created the rules of human behavior? Why is one behavior approved by society, while another is condemned? Ethics answers these questions.

Ethics- this is one of the oldest branches of philosophy, the science of morality (morality). The term "ethics" comes from Greek word "ethos"("ethos") - custom, temper. The term "ethics" was introduced by Aristotle to denote the doctrine of morality, and ethics was considered a "practical philosophy", which should answer the question: "What should we do in order to perform right, moral deeds?"

Initially, the terms "ethics" and "morality" coincided. But later, with the development of science and public consciousness, they have different content.

Morality(from lat. moralis ~ moral) is a system of ethical values that are recognized by a person. It regulates human behavior in all spheres of public life - at work, at home, in personal, family and international relations.

"Good" and "evil" are indicators of moral behavior, it is through their prism that an assessment of a person's actions, all his activities takes place. Ethics considers "good" as the objective moral meaning of an act. It combines a set of positive norms and requirements of morality and acts as an ideal, a role model. "Good" can act as a virtue, i.e. be moral quality personality. "Good" is opposed by "evil", between these categories since the foundation of the world there has been a struggle. Often morality is identified with good, with positive behavior, and evil is seen as immorality and immorality. Good and evil are opposites that cannot exist without each other, just as light cannot exist without darkness, up without down, day without night, but nevertheless they are not equivalent.

To act in accordance with morality means to choose between good and evil. A person strives to build his life in such a way as to reduce evil and increase good. Other most important categories of morality - duty and responsibility - cannot be correctly understood and, moreover, cannot become important principles in human behavior if he does not realize the complexity and difficulty of the struggle for good.

Moral norms receive their ideological expression in commandments and principles on how one should behave. One of the first rules of morality in history is formulated as follows: "act towards others as you would like them to act towards you." This rule appeared in the 4th-5th centuries. BC. simultaneously and independently of each other in various cultural regions - Babylon, China, India, Europe. Subsequently, it began to be called "golden", since great importance was attached to it. Today it also remains relevant, and one must always remember that a person becomes a person only when he affirms the human in other people. The need to treat others as oneself, to exalt oneself through the exaltation of others, is the basis of morality and morality.

The Gospel of Matthew says: “Therefore, in everything you want people to do to you, so do you to them” (ch. 7, v. 12).

The moral life of a person and society is divided into two levels: on the one hand, what is: being, mores, actual everyday behavior; on the other hand, what should be: due, ideal pattern of behavior.

Often in business relations we encounter contradictions between what is and what should be. On the one hand, a person seeks to behave morally, as they say, properly, on the other hand, he wants to satisfy his needs, the realization of which is often associated with a violation of moral standards. This struggle between ideal and practical calculation creates a conflict within a person, which is most acutely manifested in ethics. business relations, in business communication. Since the ethics of business communication is a special case of ethics in general and contains its main characteristics, then under ethics of business communication is understood as a set of moral norms and rules that regulate the behavior and attitudes of people in their professional activities. Therefore, when studying the course “Business Culture and Psychology of Communication”, we will talk about how to act in business relations, so that you know about it, try to accept it and act accordingly.

The norms and rules of behavior in force in society require a person to serve society, to coordinate personal and public interests. Moral norms are based on traditions and customs, and morality teaches us to do every thing in such a way that it does not hurt the people who are nearby.

One of the main elements of the culture of business communication is the moral behavior of people. It is based on universal moral principles and norms - respect for human dignity, honor, nobility, conscience, sense of duty, and others.

Conscience is a person's moral awareness of his actions, thanks to which we control our actions and evaluate our actions. Conscience is closely connected with duty. Duty- this is an awareness of the conscientious performance of one's duties (civil and official). For example, in violation of duty, thanks to conscience, a person is responsible not only to others, but also to himself.

For the moral character of a person is of great importance honour, which is expressed in the recognition of the moral merits of a person, in reputation. The honor of an officer, the honor of a businessman, the honor of chivalry - it is this that requires a person to maintain the reputation of the social or professional group to which he belongs. Honor obliges a person to work conscientiously, to be truthful, fair, to admit his mistakes, to be demanding of himself.

Dignity expressed in self-respect, in awareness of the significance of one's personality; it does not allow a person to humiliate, flatter and please for his own benefit. However, excessive self-esteem does not decorate a person very much. The ability of a person to be restrained in revealing his own merits is called modesty. A person who is worth something does not need to flaunt his merits, inflate his own worth, inspire others with the idea of \u200b\u200bhis own indispensability.

An integral part of the culture of business communication is nobility. A noble person is true to his word, even if it is given to the enemy. He will not allow rudeness towards people unpleasant for him, he will not slander about them in their absence. Nobility does not require publicity and gratitude for help and sympathy.

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Communication as a specific form of human interaction with other people. Implementation social relations of people. Types and classifications of communication. Basic functions of communication. Speech as a means and source of communication. Structure, zones and distances of speech communication.

However, communication is not always smooth and successful. Often we are faced with critical situations: someone did not understand us; we did not understand someone; with someone we spoke too sharply, rudely, although we did not want to. Of course, every time after a misunderstanding, a raised voice, another conflict, our mood deteriorates, we cannot understand why this happened. There is no person who has never experienced difficulties in the process of communication. In private life, we have the right to choose those with whom we are pleased to communicate, those who impress us. In the service, we are obliged to communicate with those who are, including people who are not sympathetic to us; and in this situation it is very important to learn how to make contact, since the success of professional activity depends on this skill. Numerous studies by psychologists have proven that there is a direct and strong relationship between the quality of communication and the effectiveness of any activity. A prominent American businessman, the head of the Chrysler automobile company, Lee Iacocca, said that the ability to communicate with people is everything and everything.

Each of us imagines what communication is. Our life is built from it, it underlies human existence, so communication has become the object of socio-psychological analysis.

There are many different definitions of communication in the literature. Communication is a complex, multifaceted process, which is the interaction of two or more people, in which information is exchanged, as well as the process of mutual influence, empathy and mutual understanding of each other.

In the process of communication, psychological and ethical relationships are formed and developed, which make up the culture of business interaction.

Business conversation- this is communication that ensures the success of some common cause and creates the necessary conditions for the cooperation of people in order to achieve goals that are significant to them. Business communication contributes to the establishment and development of cooperative relationships between work colleagues, competitors, customers, partners, etc. Therefore, the main task of business communication is productive cooperation, and for its implementation it is necessary to learn communication.

We repeatedly say that each person is unique, he has a peculiar, inimitable manner of communicating; and yet our interlocutors can be conditionally combined into groups. What are they, our interlocutors? In the textbook "Psychology of management" ( Samygin S., Stolyarenko L.D. Psychology of management. -- Rostov-on-Don, 1997) describes nine "abstract types" of interlocutors.

1. Nonsensical person, "nihilist". Does not adhere to the topic of conversation, impatient, unrestrained. With his position, he confuses his interlocutors and provokes them to disagree with his arguments.
2. Positive person. Is the most pleasant interlocutor. He is friendly, hardworking, always seeking cooperation.
3. know-it-all. Always sure that he knows everything best of all; he is constantly included in any conversation.
4. Chatterbox. He likes to speak at length, tactlessly interrupting the conversation.
5. Coward. Such an interlocutor is not self-confident enough; he would rather remain silent than express his opinion for fear of seeming ridiculous or stupid.
6. Cold-blooded, impregnable companion. Closed, kept aloof, not included in a business conversation, as it seems to him unworthy of his attention and efforts.
7. Disinterested interlocutor. A business conversation, a topic of conversation does not interest him.
8. Important bird. Such an interlocutor does not tolerate any criticism. He feels superior to everyone and behaves accordingly.
9. Why. Constantly asks questions, whether they have a real basis or are far-fetched. He just "burns" with the desire to ask.

To ensure a high level of business communication, we must be able to use communication technologies based on psychological knowledge. It should be borne in mind that in the process of communication between colleagues, management, clients, a conflict situation, tension may arise, and inept use of the word can lead to communication failures, to information losses.

Immediate communication is historically the first form of communication between people; it is carried out with the help of organs given to man by nature (head, hands, vocal cords, etc.). On the basis of direct communication at the later stages of the development of civilization, various forms and types of communication arose. For example, indirect communication associated with the use of special means and tools (stick, footprint on the ground, etc.), writing, television, radio, telephone and more modern means for organizing communication and exchanging information.

Mass communication is multiple connections and contacts of strangers in society, as well as communication through the media (television, radio, magazines, newspapers, etc.).

Professionals in the field of trade and services in their daily activities are faced with the problems of interpersonal communication.

In psychology, it stands out three main types of interpersonal communication: imperative, manipulative and dialogic.

1. imperative communication is an authoritarian (directive) form of influence on a communication partner. Its main goal is to subjugate one of the partners to the other, achieve control over his behavior, thoughts, as well as coercion to certain actions and decisions. In this case, the communication partner is considered as a soulless object of influence, as a mechanism that must be controlled; he acts as a passive, “suffering” side. The peculiarity of imperative communication is that forcing a partner to do something is not hidden. Orders, instructions, demands, threats, prescriptions, etc. are used as means of influence.
2. manipulative communication is similar to imperative. The main goal of manipulative communication is to influence the communication partner, but at the same time, the achievement of one's intentions is carried out secretly. Manipulation and the imperative are united by the desire to gain control over the behavior and thoughts of another person. The difference is that with the manipulative type, the communication partner does not inform about his true goals, the goals are hidden or replaced by others.

3. Dialogic communication is an alternative to imperative and manipulative types of interpersonal communication. It is based on the equality of partners and allows you to move from a fixed attitude towards oneself to an attitude towards an interlocutor, a real communication partner.

Dialogue is possible only if a number of relationship rules:

* psychological attitude to the emotional state of the interlocutor and their own psychological state (communication on the principle of "here and now", i.e. taking into account the feelings, desires, physical condition that partners are experiencing at this particular moment);
* trust in the partner's intentions without assessing his personality (principle of trust);
* Perception of a partner as an equal, having the right to his own opinion and his own decision (principle of parity);
* communication should be directed to common problems and unresolved issues (principle of problematization);
* the conversation must be conducted on your own behalf, without reference to someone else's opinion and authorities; you should express your true feelings and desires (the principle of personifying communication).

Dialogue communication involves an attentive attitude to the interlocutor, to his questions.

According to its purpose, communication is multifunctional. In psychology, there are five main functions.

1. pragmatic function communication is realized when people interact in the process of joint activity.
2. Formative function manifests itself in the process of human development and formation as a person.
3. Confirmation function is that only in the process of communicating with others can we understand, know and assert ourselves in our own eyes. Signs of confirmation include acquaintances, greetings, showing signs of attention.
4. The function of organizing and maintaining interpersonal relationships. AT In the course of communication, we evaluate people, establish emotional relationships, and the same person in different situations can cause a different attitude. Emotional interpersonal relationships are found in business communication and leave a special imprint on business relationships.
5. intrapersonal function communication is a dialogue with oneself. Thanks to this function, a person makes decisions and performs significant actions.

In addition, there are several types of communication among which are the following.

1. "Mask contact". AT In the process of communication there is no desire to understand a person, his individual characteristics are not taken into account, therefore this type of communication is usually called formal. In the course of communication, a standard set of masks is used, which have already become familiar (strictness, politeness, indifference, etc.), as well as a set of facial expressions and gestures corresponding to them. During the conversation, “common” phrases are often used to hide emotions and attitudes towards the interlocutor.
2. Primitive communication. This type of communication is characterized by "necessity", i.e. a person evaluates the other as a necessary or unnecessary (interfering) object. If a person is needed, they actively come into contact with him; if he is not needed, he interferes - they “push him away” with sharp remarks. After receiving what they want from a communication partner, they lose further interest in it and, moreover, do not hide it.
3. Formal role communication. In such communication, instead of understanding the personality of the interlocutor, knowledge of his social role is dispensed with. Each of us plays many roles in life. A role is a way of behavior that is set by society, so it is not common for a salesman, a cashier at a savings bank, to behave like a military leader. It happens that during one day a person has to “play” several roles: a competent specialist, colleague, leader, subordinate, passenger, loving daughter, granddaughter, mother, wife, etc.
4. Business conversation. In this type of communication, personality traits, age, moods of the interlocutor are taken into account, but the interests of the case are more important.
5. secular communication. Communication is pointless, people say not what they think, but what is supposed to be said in such cases. Politeness, tact, approval, expression of sympathy are the basis of this type of communication.

Communication is done through verbal(verbal) and non-verbal means. communication business dialogue relationship

The study of the process of communication showed how complex, diverse the phenomenon is and made it possible to distinguish the structure of communication, consisting of three interrelated parties:

1) communicative side. It manifests itself in the mutual exchange of information between partners in communication, transmission and reception of knowledge, opinions, feelings;
2) interactive side. It lies in the organization of interpersonal interaction, i.e. when participants in communication exchange not only knowledge, ideas, but also actions;
3) perceptual side. This side is manifested through the perception, understanding and evaluation of each other by people.

To better understand what communication is, it is necessary to consider in detail all its aspects, features, problems and obstacles.

Perception (or perception) is well studied in social psychology, and the term "social perception" (social perception) was first introduced by the American psychologist J. Bruner in 1947. He drew attention to the fact that along with individual differences, there are common socio-psychological mechanisms perception.

Various factors affect how people perceive and evaluate each other. Studies have confirmed that children and adults differ in social perception. Children are more focused on the perception of appearance (clothes, hairstyle, etc.), they better recognize the emotional state of a person by facial expression than by gestures. In addition, the profession of observer has a strong influence on the process of perception. So, when evaluating the same person, the seller will evaluate the appearance, the philologist - the features of speech, the physician - physical health.

People entering into communication differ from each other in terms of life experience, social status, intellectual development, etc. What signs allow us to judge, for example, the superiority of the interlocutor in terms of social status? Studies have shown that the process of forming the first impression of a person is essential. The first impression is greatly influenced by: 1) the appearance of a person (clothes, hairstyle, jewelry, glasses, insignia); 2) the manner of a person's behavior (how he stands, walks, sits, talks, where his eyes are fixed, etc.).

Appearance and demeanor are superiority factors. since they always contain elements that indicate a person's belonging to a certain social group or his orientation towards some group.

In the old days, there were certain rules and norms prescribing what and who can or cannot wear. In certain eras, the prescriptions were developed to the smallest detail and had a certain meaning.

What in clothes testifies to superiority? First, the price. The price of clothes is determined by quality, as well as by the frequency of occurrence of this model (scarcity) and its fashionability. Secondly, the silhouette of clothing. “High-status” for both women and men is considered to be a silhouette resembling an elongated rectangle with emphasized corners, “low-status” is a silhouette resembling a ball in shape. For example, a sweater, especially voluminous and fluffy, jeans or soft trousers are incompatible with high status. However, at a friendly party, a soft sweater (pullover) is perceived better than a formal suit. Thirdly, the color of the clothes. Please note that colors may have different meanings in different countries. In European clothes, achromatic colors, i.e. black-gray-white colors, are considered a sign of high status (regardless of fashion trends); the brighter and richer the color, the lower the perceived status of the person. All these signs are important in interaction, they should not be considered separately.

When perceiving a person, it is of great importance attraction factor. The difficulty in determining this factor is due to the fact that we are used to considering attractiveness as an individual impression. Any attempt to generalize the signs of attractiveness "runs into" internal resistance. Different peoples in different historical periods had and have their own canons of beauty, so the attractiveness factor is determined not by the cut of the eyes and hair color, but by the social significance of one or another sign of a person. After all, there are types of appearance approved and disapproved by society or a particular social group, which means that attractiveness is an approximation to the type of appearance that is most approved by the group to which we belong.

Another important perception factor is attitude towards us from others. At the same time, people who treat us well are valued much higher than those who treat us badly. In the experiment, psychologists, having identified the opinions of the subjects on a number of questions, acquainted them with the opinions on the same questions belonging to other people, and asked them to evaluate these people. It turned out that the closer someone else's opinion is to one's own, the higher the assessment of the person who expressed this opinion. In this experiment, agreement was determined using direct questions. However, there are a large number of indirect signs of agreement: nods of approval, smiles and words in the right places, demeanor. In communication, it is very important that consent is clearly expressed. If there is agreement, then the perception is turned on by the factor of a positive attitude towards us.

By studying the processes of perception, psychologists have identified typical distortion ideas about another person.

halo effect. Any information received about a person is superimposed on a pre-created image. This pre-existing image plays the role of a halo that interferes with effective communication. For example, when communicating with a person who surpasses us in some important parameter (height, intelligence, financial situation), he is evaluated more positively than if he were equal to us. At the same time, a person is rated higher not only by a parameter that is significant for us, but also by the rest. In this case, they say that there is a general personal reassessment. Therefore, if the first impression of the interlocutor is generally favorable, then in the future his actions, behavior and traits are overestimated. At the same time, only positive aspects are noticed and overestimated, while negative ones are not noticed or underestimated. And vice versa, if the general impression of a person is negative, then even his noble deeds are not noticed or are interpreted as self-interest.

projection effect arises when we attribute our advantages to a pleasant person, and our shortcomings to an unpleasant person.

preemption effect, or effect of primacy and novelty appears when we are confronted with conflicting information about a person. If we are dealing with a stranger, then the importance is attached to the information (information) that is presented at the beginning. When communicating with a well-known person, the latest information about him is taken into account.

Of course, no one can completely avoid mistakes, but everyone can understand the peculiarities of perception and learn how to correct their mistakes.

Who created the rules of human behavior? Why is one behavior approved by society, while another is condemned? Ethics answers these questions.

Ethics- this is one of the oldest branches of philosophy, the science of morality (morality). The term "ethics" comes from the Greek word "ethos"("ethos") - custom, temper. The term "ethics" was introduced by Aristotle to denote the doctrine of morality, and ethics was considered a "practical philosophy", which should answer the question: "What should we do in order to perform right, moral deeds?"

Initially, the terms "ethics" and "morality" coincided. But later, with the development of science and public consciousness, different content was assigned to them.

"Good" and "evil" are indicators of moral behavior, it is through their prism that an assessment of a person's actions, all his activities takes place. Ethics considers "good" as the objective moral meaning of an act. It combines a set of positive norms and requirements of morality and acts as an ideal, a role model. "Good" can act as a virtue, i.e. be a moral quality of the individual. "Good" is opposed by "evil", between these categories since the foundation of the world there has been a struggle. Often morality is identified with good, with positive behavior, and evil is seen as immorality and immorality. Good and evil are opposites that cannot exist without each other, just as light cannot exist without darkness, up without down, day without night, but nevertheless they are not equivalent.

The Gospel of Matthew says: “Therefore, in everything you want people to do to you, so do you to them” (ch. 7, v. 12).

The moral life of a person and society is divided into two levels: on the one hand, what is: being, mores, actual everyday behavior; on the other hand, what should be: due, ideal pattern of behavior.

Often in business relations we encounter contradictions between what is and what should be. On the one hand, a person seeks to behave morally, as they say, properly, on the other hand, he wants to satisfy his needs, the realization of which is often associated with a violation of moral standards. This struggle between ideal and practical calculation creates a conflict within a person, which is most acutely manifested in the ethics of business relations, in business communication. Since the ethics of business communication is a special case of ethics in general and contains its main characteristics, then under ethics of business communication is understood as a set of moral norms and rules that regulate the behavior and attitudes of people in their professional activities. Therefore, when studying the course “Business Culture and Psychology of Communication”, we will talk about how to act in business relations, so that you know about it, try to accept it and act accordingly.

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4254 Words | 18 Page

communication

(interpersonal communication ) and groups (intergroup communication ), generated by the needs of joint activities and including at least three different processes: communication (exchange of information), interaction (exchange of actions) and social perception (perception and understanding of a partner). outside communication impossible human activity. Psychological specificity of processes communication , considered from the point of view of the relationship between the individual and society, is studied within the framework of psychology communication ; usage...

However, communication is not always smooth and successful. Often we are faced with critical situations: someone did not understand us; we did not understand someone; with someone we spoke too sharply, rudely, although we did not want to. Of course, every time after a misunderstanding, a raised voice, another conflict, our mood deteriorates, we cannot understand why this happened. There is no person who has never experienced difficulties in the process of communication. In private life, we have the right to choose those with whom we are pleased to communicate, those who impress us. In the service, we are obliged to communicate with those who are, including people who are not sympathetic to us; and in this situation it is very important to learn how to make contact, since the success of professional activity depends on this skill. Numerous studies by psychologists have proven that there is a direct and strong relationship between the quality of communication and the effectiveness of any activity. A prominent American businessman, the head of the Chrysler automobile company, Lee Iacocca, said that the ability to communicate with people is everything and everything.

Each of us imagines what communication is. Our life is built from it, it underlies human existence, so communication has become the object of socio-psychological analysis.

There are many different definitions of communication in the literature. We will use the most generalized concept. Communication is a complex, multifaceted process, which is the interaction of two or more people, in which information is exchanged, as well as the process of mutual influence, empathy and mutual understanding of each other.

In the process of communication, psychological and ethical relationships are formed and developed, which make up the culture of business interaction.

Business communication is communication that ensures the success of some common business and creates the necessary conditions for people to cooperate in order to achieve goals that are significant to them. Business communication contributes to the establishment and development of cooperative relationships between work colleagues, competitors, customers, partners, etc. Therefore, the main task of business communication is productive cooperation, and for its implementation it is necessary to learn communication.

Studies have shown that the question of the questionnaire: "Do you know how to communicate?" 80% of the respondents gave an affirmative answer.

What does it mean to be able to communicate? First of all, this is the ability to understand people and build relationships on this basis.

We repeatedly say that each person is unique, he has a peculiar, inimitable manner of communicating; and yet our interlocutors can be conditionally combined into groups. What are they, our interlocutors? The textbook "Psychology of Management" * (* Samygin SI., Stolyarenko L.D. Psychology of Management. - Rostov-on-Don, 1997.-S. 363-367) describes nine "abstract types" of interlocutors.

1. Nonsensical person, "nihilist". Does not adhere to the topic of conversation, impatient, unrestrained. With his position, he confuses his interlocutors and provokes them to disagree with his arguments.

2. Positive person. Is the most pleasant interlocutor. He is friendly, hardworking, always seeking cooperation.

3. Know-it-all. Always sure that he knows everything best of all; he is constantly included in any conversation.

4. Chatterbox. He likes to speak at length, tactlessly interrupting the conversation.

5. Coward. Such an interlocutor is not self-confident enough; he would rather remain silent than express his opinion for fear of seeming ridiculous or stupid.

6. Cold-blooded, impregnable interlocutor. Closed, kept aloof, not included in a business conversation, as it seems to him unworthy of his attention and efforts.

7. Disinterested interlocutor. A business conversation, a topic of conversation does not interest him.

8. Important bird. Such an interlocutor does not tolerate any criticism. He feels superior to everyone and behaves accordingly.

9. Why. Constantly asks questions, whether they have a real basis or are far-fetched. He just "burns" with the desire to ask.

Questions for self-examination

1. What is communication? What is the basis of communication?

2. What is the main task of business communication?

3. What does it mean to "be able to communicate"?

4. What "abstract types" of interlocutors do you know?

5. What "abstract types" of interlocutors did you meet most often? Give an example.

However, communication is not always smooth and successful. Often we are faced with critical situations: someone did not understand us; we did not understand someone; with someone we spoke too sharply, rudely, although we did not want to. Of course, every time after a misunderstanding, a raised voice, another conflict, our mood deteriorates, we cannot understand why this happened. There is no person who has never experienced difficulties in the process of communication. In private life, we have the right to choose those with whom we are pleased to communicate, those who impress us. In the service, we are obliged to communicate with those who are, including people who are not sympathetic to us; and in this situation it is very important to learn how to make contact, since the success of professional activity depends on this skill. Numerous studies by psychologists have proven that there is a direct and strong relationship between the quality of communication and the effectiveness of any activity. A prominent American businessman, the head of the Chrysler automobile company, Lee Iacocca, said that the ability to communicate with people is everything and everything.

Each of us imagines what communication is. Our life is built from it, it underlies human existence, so communication has become the object of socio-psychological analysis.

There are many different definitions of communication in the literature. We will use the most generalized concept. Communication- this is a complex, multifaceted process, which is the interaction of two or more people, in which information is exchanged, as well as the process of mutual influence, empathy and mutual understanding of each other.

In the process of communication, psychological and ethical relationships are formed and developed, which make up the culture of business interaction.

We repeatedly say that each person is unique, he has a peculiar, inimitable manner of communicating; and yet our interlocutors can be conditionally combined into groups. What are they, our interlocutors? In the textbook "Psychology of management" * ( * Samygin S., Stolyarenko L.D. Psychology of management. - Rostov-on-Don, 1997.-p. 363-367) describes nine "abstract types" of interlocutors.