home Ideas Verbal image when working with people with disabilities. Verbal and non-verbal image

Verbal image when working with people with disabilities. Verbal and non-verbal image

According to experts, at present the struggle in the market is mainly not between firms, but between their images. When communicating with representatives of the company, getting acquainted with its products, services in the perception of partners, whether we want it or not, a certain image is formed.

Verbal image is formed only through speech (oral or written). If there are problems with speech (not everyone knows how to clearly and clearly express their thoughts in impromptu speech), then the saying “The word is silver, and silence is gold” is appropriate here. In some cases, silence really has an advantage over speech.

Remember four verbal image formation techniques when speaking (by the way, some of these techniques are applicable in other situations where you will need to speak ... or talk):

It is more positive to talk to people, not to talk;

It is necessary to take into account the personal interests of the interlocutors;

Do not forget to initiate a smile when talking with an interlocutor;

· more courageously overcome some social taboos (not clearly justified or archaic prohibitions on certain topics).

As well as…. The diagnostic role and significance of the use of some introductory words that are quite common in everyday speech and their negative impact on the image of a person.

Why do some people introduce themselves “in the palm of their hand”, and how the “clarity of speech” factor affects the image.

By the way, do you have any deviations in the rate of speech? If there are, they need to be corrected.

Recall the role of intonation and the psychological function of pauses in speech.

As usual, people say hello. By the way, the sound of one's own name is a signal for a person that meets the requirements for the formation of an attraction:

Not fixed in the mind of the interlocutor;

evoke a feeling of pleasant (albeit not always conscious enough to think about it).

To call a person by name - to show interest in his personality, and not in the social or other function of this person .. You say the name out loud Your interlocutor, therefore, showed attention to his personality, hence, approved it(In eyes) as a person, hence, called him(beyond his will) positive emotions, hence, formed in him an involuntary craving for himself.

By the way, the “proper name” technique is a wonderful diagnostic tool, or Why you don’t call a colleague by name.

And yet ... If someone does not remember the names of people in general, the point is not sclerosis, but ... the psychological alienation of this person from people in general; people - as part of the world around them, occupy far from the first place in his life.

Questions for self-control

1. What is a "verbal image"?

2. Name and describe the techniques for forming a verbal image.

3. How to image business man Does the way you present yourself affect?

Exercise 1

It is known that the word "hello" can be pronounced in all ways. Try to identify your potential for using greetings. Ask someone to listen and "evaluate" the subtext you put into the greeting.

Task 2

Say the same phrase, giving it a direct and opposite meaning

1. Glad to see you!

2. Thank you for your work.

3. Come back tomorrow.

4. I am delighted.

5. Thank you, I really appreciate your attention.

6. It was nice to talk with you.

7. Thanks for the compliment.

8. Thank you very much.

9. I appreciate your persistence.

10. I love it.

Task 3

Say the phrase with different intonations

1. Good girl! Well done!(with gratitude, with delight, ironically, sadly, angrily)

2. I will never forget this(with gratitude, with resentment, with admiration, with anger).

3. Thank you for guessing!(sincerely, with admiration, with condemnation).

4. I can't help you(sincerely, with sympathy, making it clear the faux pas of the request).

5. Did you understand me?(benevolently, politely, dryly, officially, with a threat).

6. See you!(warm, gentle, cold, dry, decisive, sharp, indifferent).

7. It's me!(joyfully, solemnly, guiltily, menacingly, thoughtfully, carelessly, mysteriously).

8. I can't stay here(regretfully, significantly, offendedly, uncertainly, resolutely).

9. Hello!(dryly, officially, joyfully, menacingly, with reproach, benevolently, indifferently, angrily, with delight).

Ministry of Education and Science of the Russian Federation
Federal State Budgetary Educational Institution of Higher Professional Education
"Bashkir State Pedagogical
university. M. Akmulla"

ESSAY
in the discipline "Management"
on the topic:
“Verbal image. Formation of a verbal image»

Prepared by: student of group 101
specialty
"Documentation and DOW" (in absentia)
Chernyshova Marina
Checked: teacher Pudovina A.I.

Ufa 2012
Content

Introduction 3
Formation of a verbal image 4
Basic techniques for creating positive
verbal image
Conclusion
Bibliography

Introduction

“... we must ensure that we always, constantly speak correctly and beautifully on the stage and in life ... Only under this condition will a habit develop, which will turn into second nature, and we will not have to divert attention to diction at the moment of the stage speech or any other responsible conversation. (Stanislavsky "The work of an actor on himself")
According to experts, at present the struggle in the market is mainly not between firms, but between their images. When communicating with representatives of the company, getting acquainted with its products, services in the perception of partners, whether we want it or not, a certain image is formed.
A verbal image is an opinion about a person formed by the audience of the image based on an assessment of his speech - both its verbal characteristics and paraverbal ones.
Verbal characteristics of speech - used words, expressions, possession of the technique of verbal (persuasive) influence.
Paraverbal characteristics of speech - intonation, speech rate, loudness, presence of pauses.
All these elements of speech are verbal image-forming information.
This work is intended for an accessible understanding of the importance of correct pronunciation, sounding and assimilation of speech. Examples of correct and incorrect pronunciation of some words and phrases are given. The ways and methods of bringing the speech of a business person to a pleasant sound and correct pronunciation are also given.

Basic techniques for creating a positive verbal image
Verbal image is formed only through speech (oral or written). If there are problems with speech (not everyone knows how to clearly and clearly express their thoughts in impromptu speech), then the saying “The word is silver, and silence is gold” is appropriate here. In some cases, silence really has an advantage over speech.
Recall four techniques for forming a verbal image when speaking (by the way, some of these techniques are applicable in other situations when you will need to speak ... or talk):

Why do some people introduce themselves “in the palm of their hand”, and how the “clarity of speech” factor affects the image.
If you have deviations in the rate of speech, they must be corrected.
Recall the role of intonation and the psychological function of pauses in speech.
The sound of one's own name is a signal for a person that meets the requirements for the formation of an attraction:

To call a person by name is to show interest in his personality, and not in the social or other function of this person. You said aloud the name of your interlocutor, therefore, showed attention to his personality, therefore, approved him (in the eyes) as a person, therefore, aroused positive emotions in him (in addition to his will), therefore, formed in him an involuntary craving for yourself.
By the way, the “proper name” technique is a wonderful diagnostic tool, or Why you don’t call a colleague by name.
If someone does not remember the names of people in general, it is not a matter of sclerosis, but the psychological alienation of this person from people in general; people - as part of the world around them, occupy far from the first place in his life.
If a participant in business communication fails to present himself in such a way as to form a positive and prestigious image with a partner, one cannot count on success. Our image is our portrait, which we show to others. It must work for us, not against us, must truthfully display the best qualities and at the same time be simple and sincere.
The components of the image of a business person are the impression that he makes (appearance, speech, manners, people and things around him), and his business qualities.
A successful business person should look like a successful business person. In business practice, special attention is paid to such personal characteristics as the ability to inspire confidence. Deceptive first impression or not, a business person must do everything to please his business partner the first time.
Remember the factor of advantage, the factor of attractiveness, the factor of attitude towards us.
Techniques for establishing contact:

business cards

Self-confidence undoubtedly contributes to the success of self-presentation, because a person who is not confident in himself, questions everything before saying something, doubts his abilities, thinks for a long time. To develop self-confidence, do the following:

Typical signs of a person who is "closed" to others:

etc.................

All components of the image work together, forming a general positive or negative attitude towards a person. In the mind of the recipient, the image and personality are not separated: the image is understood by the recipient as the personality of the perceived. Therefore, all externally observed characteristics are deciphered by him in terms of personal qualities. Let us briefly consider the types of image-forming information, the factors of forming the first impression, as well as the stages of image formation.

Evaluation and interpretation of behavior, appearance of a person depends on the norms, stereotypes of this group. Therefore, when forming an image, it is necessary to know the characteristics of the group for which it is designed, its values, norms.

The opinion is often expressed that a professional image is more important than a personal one, because "when you come to work, hide your personality in your pocket." In fact, the attitude towards a person, the attitude towards him, is always transferred to everything that comes from this person. Personal image- this is the base, and professional - add-on, addition. Therefore, for the professions of the "man - man" system, it is necessary to place the main emphasis on creating a positive personal image.

Dimensional image

Habitus is the appearance of a person. Dimensional image consists of the following components.

Constitution, physique. The first thing that is perceived when looking at a person is his “size”, the place that he occupies against the background (the “figure-ground” principle). It is impossible to change the constitution, but it is important to know what impression this or that type of physique makes, and skillfully correct this impression. Yes, too fragile people vertically challenged may give the impression of inexperience, weakness. This impression can be corrected by a more strict costume, hairstyle, and demeanor.
Hairstyle - here it is necessary to adhere to the norms adopted in this social group, as well as the principle of expediency.
Clothing is a very important image-forming information. For centuries, clothing has served as a sign of belonging to a particular social group. The status is emphasized by clothing forms approaching a rectangle. This is a formal or business suit with straight shoulders. Status colors are black, dark blue. Bright colors are perceived as low-status. General principle formation of a positive overall image: the external appearance should not be associated in the subconscious of the recipient with the social group to which he has a negative attitude; appearance should be associated with the social group to which the recipient has a positive attitude.
"Reified" image- items that a person carries with him and uses at work (briefcases, folders for papers, pens, notebooks etc.) All this should also work for a positive and respectful attitude towards you.

Verbal image

This is an opinion about a person, formed on the basis of his verbal production. By speech, the active vocabulary that a person uses, one can determine the level of his intelligence and education, age, social status belonging to a particular social group.

All sorts of reservations are very essential for the verbal image. Everyone has them and sometimes they can cause irreparable harm to the image, as they give out hidden desires, often not realized by the person himself. When forming a verbal image, it is necessary to take into account the thesaurus and the educational level of the listeners: one cannot speak in such a way that they do not understand anything at all, but at the same time one should not abuse slang in an attempt to gain a reputation as “one’s own person”.

It is very important to be able to present yourself correctly. An indistinct idea indicates an unwillingness to contact. If the surname is put in the first place, the status of the speaker is emphasized, his position is “on top”. If the name and patronymic comes first, the speaker creates a more friendly atmosphere, communication of a partner type.

Non-verbal image

Non-verbal image refers to all information transmitted by a person at a non-verbal level. Since the non-verbal channel is older than the verbal one, most of such information is perceived at a subconscious level. Studies have shown that 70% of all information comes through the non-verbal channel. In addition, if verbal and non-verbal information do not match (the so-called “double trap”), the recipient involuntarily prefers non-verbal information, since he intuitively considers it more accurate and truthful.

The image formed on the basis of this system of signs is called kinetic image. Most often, this is information moving along the “subconscious - subconscious” channel, that is, not realized by either the inductor or the recipient. In order to inspire confidence and sympathy among the listeners, it is necessary to maintain an open posture (without crossing or hiding legs and arms).

Paralinguistic system - voice quality, its range, tonality. Extralinguistic - the inclusion of pauses and other inclusions in speech (coughing, crying, laughter), as well as the pace of speech. All these additions increase the amount of semantically meaningful information.

All components of the image work together, forming a general positive or negative attitude towards a person. It should be noted that in the mind of the recipient, the image and personality are not separated: the image is understood by the recipient as the personality of the perceived. Therefore, all externally observed characteristics are deciphered by him in terms of personal qualities. It is important that the image is holistic and contains information about positively perceived personal qualities.

An image can also be formed in the absence of any information about a person, on the basis of assigning him to a certain social group. A priori image - an image that was formed even before the start of communication with a person. It is based on stereotyped information about the social group, to which the recipient ranked the inductor. The more rigid a person's stereotype, the more difficult it will be to change the a priori image in direct communication with him.

First impression factors

1. Excellence factor: the inductor is perceived by the recipient as superior in significant qualities (for example, in education, intelligence), the recipient tends to overestimate other qualities of the inductor. Signs of Excellence:

Clothing. Evidence of superiority in clothing: a) price: the higher it is, the higher the status. We judge the price by the quality of clothing, its rarity (frequency of occurrence), fashion; b) clothing silhouette: “high-status” is considered a silhouette approaching an elongated rectangle with underlined corners, and “low-status” - approaching a ball; c) color: for high status - black and white; the brighter and richer the color, the lower the status (red - waiter, porter).
Correlation of signs of clothing with the situation of communication: the same elements are interpreted differently depending on the situation.
Behavior: independence in various circumstances and situations from a partner, situations of communication, small norms of communication. The interpretation depends on the readiness of the perceiver to recognize this independence as justified.

2. Attractiveness factor. If we like a person outwardly, we tend to consider him good, smart, etc. An experiment conducted at school showed the following. The teachers were given the student's file, various photographs were attached to it. Attractive children were attributed by teachers to higher intelligence, best status in a group of peers, parents involved in their upbringing. In another experiment, people rated beautiful people as more self-confident, happy and sincere, balanced, energetic, richer spiritually. men rated beautiful women as more caring and considerate.

Attractiveness signs.

Compliance with socially desirable traits.
The effort that a person expends to conform to an approved type of appearance(people with a mesomorphic body type receive the most positive ratings for psychological properties, fat people are the most negative). Attractive is the type of physique that is socially approved. But even more attractive is the effort that a person spends to "be in shape."
The relationship factor- people value people who treat them positively more highly. With a clear negative attitude towards a person, he is not inclined to notice positive aspects in a partner.

The closer another person's opinion is to your own, the higher you will value it. The higher we value a person, the more likely we expect his views to coincide with our own. Disagreements are simply ignored.

The evaluative component of social perception is called attraction in psychology, i.e. attractiveness. A positive image implies the need for attraction in the recipient in relation to the inductor. The patterns of attraction occurrence:

Beautiful people often cause attraction. If the perceiving person himself evaluates himself as not very attractive in appearance, people of equal attractiveness will arouse sympathy in him, while more beautiful people will arouse negative feelings.
Cause rejection and too "ideal" people.
The attraction is caused by people whom the perceiver evaluates as similar to himself (similarity factor). A person is attracted to people who are similar to him in physical characteristics, social origin, interests, views. If similarity matters for establishing relationships, then complementarity is necessary for their continuation (for example, complementarity of needs - important factor relationship stability).
People who are talented or competent in a field close to our needs and interests are more attractive in our eyes than people with average abilities or who have a competence that is far from our interests.
People are more attractive to us, the relationship with which for a long time has been beneficial to both parties, mutually rewarded.
The frequency of meetings also contributes to the attraction. The more frequent the contacts, the greater the likelihood of attraction.

Stages of image formation

Formulation of image goals. It is necessary to clearly articulate the message that is contained in the desired image.
Analysis of the image audience. At this stage, quantitative and qualitative research of the image audience is carried out.
Drawing image characteristics. A list of qualities that need to be broadcast to the image audience is compiled.
Correlation of available and desirable characteristics. As a result of this analysis, three lists of characteristics are formed:
- characteristics that work for the created image: they need to be strengthened and demonstrated;
- characteristics that reduce or destroy the created image: they must be disposed of or not advertised;
- characteristics necessary to create the required image, but absent from a person: they need to be developed.
The choice of means of self-presentation of an individual or organization. Here, specific techniques are selected to achieve image goals.
Entry into the image- the actual embodiment of the image in real life.

Natalya Viktorovna Antonova- Candidate of Psychological Sciences, Associate Professor at the State University Higher School of Economics, specialist in the field of cognitive-behavioral counseling, expert at the Elitarium Center for Distance Education

The image of a modern leader is made up of many factors: demeanor, style of speech, lifestyle, clothing, etc. All of them are grouped into verbal and non-verbal components.

Verbal image- an opinion formed in the process of communication (oral or written). It is created due to such qualities of speech as correctness, accuracy, purity, clarity, logic, richness, expressiveness, which characterize the level of the speaker's speech culture. It also includes features of speech behavior, which consist of spoken phrases, intonations and internal subtext. Speech behavior can tell about the emotional state, level of intelligence, outlook.

Non-verbal- behavioral image, created on the basis of and taking into account gestures, facial expressions, body position in space. It includes the widest range of characteristics, including those related to appearance (socks to match the color of shoes, discreet makeup, closed shoes). Gestures and facial expressions (open palms, controlled gestures). Material - subject characteristics (he has business cards, expensive pens), environmental characteristics (home, office), social characteristics (membership in clubs, preferred types of leisure).

12. Business clothes and its role in business communications.

Neatness in business attire is often associated with organization in the work of a businessman, the ability to value one's own and other people's time. Sloppiness is a synonym for fussiness, forgetfulness. A business suit is considered to be the established business attire, regardless of whether it is a man or a woman, so wearing jeans or sports shoes for a meeting with a partner or an official reception is considered indecent. He does not exclude individuality in clothing and does not interfere with a creative attitude towards his appearance, but only shows respect for the people around him.

Men need to have at least three suits in soothing colors (black, gray, navy blue, beige), ideal shirts for business style- white and pastel. One of the few items of a man's suit with which you can express your individuality is a tie. The belt always matches the color of the shoes. Therefore, the belt must be selected for existing shoes.

For women, the most optimal office wear is a classic suit. The color of the clothes and the pattern are also important, here the rule is simple - the less the better. Drawings, if present, should be concise and simple, a check and a strip are ideal. An important detail - beige stockings or tights are required, even in summer. Closed-toe shoes, without high heels or stilettos.

13. Communication processes in entrepreneurial activity.

Communication is a process of interaction between people, which consists in the exchange of information, as well as in the perception and understanding of each other by partners. By contact with the interlocutor, direct communication (face to face) and indirect (via letter, telephone, fax or e-mail) are distinguished. By main goal communication can be divided into three forms: communicative (information transfer), interactive (interaction) and perceptual (mutual perception). By the number of participants, three types of communication can be distinguished: interpersonal, personal-group and intergroup.

The following elements are distinguished in the structure of the communicative act:

1) addresser - a person sending a message (subject of communication);

2) addressee - the person to whom the message is sent. In organizations, the source and addressee of communication are employees with their goals, motives, knowledge, ideas, etc.;

3) message - what is transmitted, what kind of content;

4) code - the form in which ideas and goals can be expressed as a "message". The code may include verbal means (i.e. natural language means), mathematical symbols, diagrams, gestures, etc.;

5) purpose - why, for what the message was sent;

6) communication channel - an environment that provides communication between the addresser and its addressee. The communication channel can be voice, text, wired communication, communication over the air, information boards, etc.;

7) result - what is achieved as a result of communication.

The first condition for successful communication is attention from the addressee. If the message is transmitted, but the addressee "missed it past his ears", the value of such communication is not great. The effectiveness of communication also depends on understanding the content of the message.

In terms of communication(a specific exchange of information, as a result of which the process of transferring information of intellectual and emotional content from the sender to the recipient) image plays one of the most important roles. A properly modeled image reflects communicative competence(a set of knowledge, skills and abilities, such as: communication functions and features of the communicative process; types of communication and its main characteristics; means of communication: verbal and non-verbal, types of listening and techniques for its use; Feedback: question answer; forms and methods business interaction; psychological and communicative types of partners; technologies and methods of influencing people; self-presentation) of the interlocutor, guarantees the effectiveness of the communication process. The image itself as a harmonious system, consisting of a number of components that ensure its completeness and integrity (the dimensional aspect, verbal and non-verbal components, environmental and materialized components), is an element of communication.

It is well known what power, mobilizing influence the word has, but in the life of a business person there are often situations when actions are more eloquent than any words. Non-verbal communication is carried out in the process of verbal communication in parallel with verbal communication and constitutes, as it were, the second information channel in relation to the word in the communication system. According to some data, during normal communication between people, only a third of significant information is transmitted at the verbal level, and approximately two-thirds - at the non-verbal level. Other researchers believe that in the act of communication directly words - 55%, non-verbal symbols occupy 7%, 38% - sounds and intonations.

Nonverbal behavior can be viewed as a system non-verbal means communication, the use of which provides additional features in order to, by creating a favorable impression of oneself, solve a specific problem and ultimately achieve the desired communicative goal.

Hence, the designers of the image are faced with the task of selecting such a methodological set of tools for the formation and improvement of the expressive apparatus, the use of which would allow the maximum implementation of the desired strategy.

Verbal image is formed only through speech (oral or written). Scholars identify four verbal image formation techniques:

talk (= communicate) and not speak (use spoken language);

Consider the personal interests of the interlocutors. Remember that to call a person by name is to show interest in his personality, and not in the social or other function of this person. , therefore, aroused in him (beyond his will) positive emotions, therefore, formed in him an involuntary craving for himself.

Do not forget to initiate a smile when talking with the interlocutor;

Be bolder in overcoming some social taboos (not explicitly justified or archaic bans on certain topics).

Let's try to formulate some provisions that contribute to the construction of speech and the formation of a positive verbal image.

1. It is desirable to learn not just to speak, but to talk. Thus, feedback is established with the audience.

2. People love when they are not advised, but consulted with them. When we talk, we advise; when we talk, we advise. In other words, propaganda advises, and PR advises.

3. When talking to the audience, it is desirable to elevate it.

4. It is necessary to use psychological methods of rhetoric. Various techniques are used for this:

Technique of correspondence form of dialogue (I did, I spoke);

The technique of active use of address words (“you see”, “understand”, “believe”, “listen”, “agree”), etc .;

- “politics technique” (to say what the audience wants to hear);

- “personal interest technique” (explain why it is beneficial for a person to do what you offer him);

- "technique of provoking a smile" (when a person smiles, his susceptibility increases several times);

- “technique in the name of the fatherland” (the symptom of a positive attitude is used);

- “a technique for overcoming social taboos” (talking on sexual topics, shocking, simplifying difficult-to-understand judgments so that it is understandable to an ordinary person).

Modern studies of the psychology of speech perception show that almost 40% of success in speech communication depends on the sound side of the spoken word. Therefore, mastering the speech technique that ensures proper speech breathing, educating the speech voice, and correct diction pronunciation is the first necessary step in creating the magic of the sounding word.

Raising a beautiful, expressive voice is a long and laborious task. Note that no euphony can compensate for the carelessness of speech and fuzzy pronunciation. A person whose speech is slurred, who always has to be asked again, always causes irritation. The main place in the development of speech clarity is occupied by independent work. There are exercises that help to train one or another sound, thereby improving a person's diction.

An unpleasant voice can be the Achilles' heel of your image. He can cross out all your dignity. Imagine a mighty athlete with a squeaky thin voice or a successful financier with a sharp nasal accent. A pleasant voice can be essential to achieving financial or business success, as well as maintaining a certain image.

Unfortunately, in real life we often encounter ugly, undeveloped voices, slurred, careless speech. One reason for this is the lack of readily available standards. Previously, radio and television programs played the role of a speech standard. The texts were read by professional speakers, who for many years were engaged in the technique of speech and the education of their voice in universities with experienced teachers. Since radio and television have always occupied a large place in our lives, there was a kind of automatic adjustment to the standard. Now the broadcasts are mainly conducted by specialists in narrow areas. On the one hand, this makes it possible to improvise more on the topic, but on the other hand, inconsistency in pronunciation and unprofessional speech confuse listeners and viewers.

So, the euphony of speech helps in creating a positive image and facilitates the process of communication, because others involuntarily fall under the spell of a person who speaks correctly and clearly. Summarizing, we note once again: the speech of a person, the content of what was said, the methods of presenting a message, facial expressions and gestures are of priority importance in the formation of an image. None of the listed elements is secondary. Anyone who wants to succeed in life needs to remember them and constantly work on himself.