Strategic and technical level of communication. The relationship of verbal and non-verbal communication

In business communication, there are two levels: strategic and technical (Yuri Zhukov effectiveness of business communication. - M.: Knowledge, 1988).

The strategic level is manifested in personal communication installations on open or closed, on monologue, role, or personal communication.

Open communication is characterized by the ability to express the point of view of both partners, closed this possibility does not. In the role-based communication partners appear performing certain social functions, being personally anonymous. Personal communication settings determine the type of interaction partners, management strategy discussions and negotiations (cooperation, competition, pressure, etc.).

The technical level of business communication - a set of communication techniques and tools used to elicit the desired effects in communication. A set of methods and means of communication is interconnected with the strategic communicative settings, the type of interaction partners.

In the "technique" of communication include:

1. verbal and nonverbal communication;

2. techniques ("technique") and listening to a voice message partner.

By means of verbal communication include: ways of organizing, structuring text; vocabulary and rhetorical devices.

Non-verbal means of communication include: facial expressions, gestures, posture, eye contact, tone, pace and intonation of speech, as well as the spatial organization of communication (the distance and the angle of contact between the partners).

Verbal and non-verbal means of communication are closely linked.

1. "Reading" non-verbal signals is only possible in the context of the verbal content and the communicative situation as a whole.

2. Non-verbal components ahead of verbal formulation message.

3. Compared with the content of verbal statements they are less controlled by consciousness and therefore are more reliable indicators of the internal state of cheloveka.4. Inconsistency with the verbal content of the non-verbal context indicates a lie.

Techniques (techniques) and listening to a voice message interlocutor. During a voice message saying receives feedback "reading" nonverbal cues listeners. It uses hand gestures creates a figurative representation of the subject, stresses the importance of expression, helping to attract attention and adjust the rate of speech. To draw attention to the views expressed and used the technique of modifying the spatial arrangement of the conversation participants (see the topic II).

By the technique of verbal communication also includes the ability to ask questions and techniques of persuasive impact (see the topic II). Thus, understanding contribute information (open), mirrored won relay questions. Open question bears interest the partner information, and contribute to deepening the dialogue. The question, designed to answer "yes" or "no" is called closed. Mirrored question - is the repetition of a question mark of the spokesman said. This makes it possible to identify the fundamental principle of thought and enter into the "unspeakable." Relay-race issues ahead of statements interlocutor, discovering the ability to listen and provoke the speaker to say more than what is said (see Yuri Zhukov, op. Cit.).

Technique involves listening to the interlocutor's verbal and nonverbal communication. Trademarks are the hearings facial signals, gestures (nodding, swaying his head, etc.), short remarks. Upon completion of the foregoing are used analyzing, criticism, interpretation.

And the strategic and technical levels of business communication will be specified during the presentation of all the following topics.