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Communicative activity of a social worker. Social and communicative development as an object of psychological and pedagogical study Communication skills in social work

The specificity of social work lies in the fact that in solving the problems facing it, it directly or indirectly affects all forms and types of social relations and activities of people, all aspects of society. The identification and solution of these problems is carried out primarily through establishing and maintaining contacts with representatives of state services, public organizations and associations, citizens and social groups (clients) in need of assistance, protection, support, which, in turn, requires high development of social communication skills workers.

Thus, the profession of a social worker can be called communicative, since his practical activity involves communication, and the success of this activity largely depends on his communicative competence - in interpersonal communication, interpersonal interaction, interpersonal perception. In addition, the intensification of social ties, the expansion of the field of communication increase psychological stress and create tension in the process of communication. A high level of communicative competence protects the social worker from these pressures and promotes intense interpersonal communication.

Communication is characteristic of all spheres of people's lives, it is a condition and a means of forming systems of relations between society and the person himself. But as a special phenomenon of the life of society, communication has specific content and functional characteristics.

Usually, perceptual, communicative and interactive functions of communication are distinguished. This means that communication is both the perception of each other by partners, their exchange of information, actions and role influences, the establishment of certain relationships.

Communicative means of communication are extremely diverse. These include:

speech (verbal) means:

Vocabulary; stylistics, grammar; semantics;

non-verbal (non-verbal) means:

Optokinetic (gestures, facial expressions, direction of gaze, eye contact, redness and blanching of the skin, stereotypes of motor skills);

Paralinguistic (intensity, timbre, intonation of the voice, its range, tonality);

Extralinguistic (pauses, rate of speech, its coherence, laughter, coughing, stuttering);

Proxemic (personal space, physical contact distance: intimate (from 0 to 40-45 cm), personal (from 45 to 120-150 cm), social (150-400 cm), public (from 400 to 750-800 cm), angle of rotation to the interlocutor;

Subject contact, tactile actions (handshakes, hugs, kisses, patting, pushing, stroking, touching);

Olfactory products (associated with smell).

In the field of conveying the meaning of speech, the ratio of verbal and non-verbal means is extremely contradictory. It is especially difficult to identify the "double plan" of the text structure, semantic shades, subtext, as well as the true attitude of the speaker to the content of his speech. No wonder communication experts note that there are 500 ways to say "Yes" and 5000 ways to say "No" 1 .

What are the mechanisms of influence of people communicating with each other?

1. Infection - an unconscious reproduction of an emotional state in conditions of mass interaction with other people - inductors - on the basis of empathy with them;

is usually non-verbal.

2. Suggestion is a one-sided arbitrary, purposeful infection of another person with the motivation of certain actions, the content of ideas or emotional states, through, as a rule, speech influence based on uncritical perception of the actions of the inspiring person (“infective manipulation”).

The operation of this mechanism is largely determined by a number of external factors that may contribute or hinder its effectiveness:

The number of group members who have the maximum influence on the individual should be equal to three;

The influence of the group depends on the position of the individual in this group: the least conformal are those who are weakly dependent on the group and feel a high degree of recognition from this group;

The uniformity of assessments in groups using a collegial system of relations is clearer than in directive groups, but the adequacy of assessments is higher in the second type of groups, which is due to the peculiarities of communicative connections:

When opinions are expressed publicly, their influence is stronger than when they are communicated in writing or with the help of some technical means;

Subjects who deviate significantly from the standard (during an individual examination) and differ significantly in their assessments from the group change their assessments more sharply in the conditions of the group;

The inspiring influence is more intense in a diffuse group than in a collective, due to the effect of collectivist self-determination;

Persons aged 17 years and over show a decrease in the degree of conformity;

The conformity of girls is 10% higher than the conformity of boys;

Persons with an inert and weak nervous system are more suggestible.

3. Persuasion - a conscious, reasoned, logically and factually justified impact on the system of views and ideas, as well as on the motivational-value sphere of another person.

The mechanism of persuasive influence includes information and argumentation. Informing techniques: advancing a thesis, defining concepts, formulating hypotheses-assumptions, explaining, indicating-demonstrating, characterizing distinctive features, comparing and distinguishing. Argumentation techniques: references to authority, citing facts, demonstration of visual aids, analogy, kurtosis, incident.

4. Imitation - the assimilation of the form of behavior of another person on the basis of both conscious and unconscious identification with him ("act like another").

Traditional communication is divided into business and interpersonal. In business interaction, its participants perform "" social roles, therefore, the goals of communication, its motives and ways of making contacts are programmed in it. In contrast to business communication, there is no strict regulation of behavior, emotions, and intellectual processes in interpersonal, informal communication. The essence of interpersonal communication is the interaction of a person with a person, and not with objects; Psychologists emphasize that the extreme deficit of interpersonal communication and the inability to carry it out negatively affect the activity and mental well-being of people. According to A.A. Bodalev, such communication is psychologically optimal, “when the goals of the participants are realized in it in accordance with the motives that determine these goals, and with the help of such methods that do not cause the partner to feel dissatisfied” 1 . At the same time, it is emphasized that optimal communication does not necessarily imply “the merging of the minds, wills and feelings of the participants” - such communication can take place while maintaining the subjective distance desired for each partner. In other words, communication becomes psychologically full-fledged only if the partners interact “on an equal footing”, when an adjustment is constantly made for the uniqueness of each other and infringement of the dignity of each is not allowed. Optimal interpersonal communication is always dialogic communication.

The main characteristics of the dialogue are:

The equality of the essential positions of those who communicate (relationships "subject - subject");

Confidential mutual openness of both parties;

Lack of evaluation, "measurement" of any individual characteristics of each;

Perception of each other as unique and valuable individuals.

A special relationship to the dialogue partner M.M. Bakhtin defines it as a state of “outsideness”, A.A. Ukhtomsky - as a "dominant on the interlocutor", humanistic therapy - as the ability to decentralize 1 . The essence of such an attitude is the absence of attempts to attribute to the communication partner any traits, motives, motives that are absent from him as aliens (stereotypical perception of another person and, as a result, attribution, i.e. “all salesmen are rude”, “all men are selfish”, etc.), and their own (projection, or “gifting” a communication partner with their qualities or qualities that are more beneficial at the moment depending on the state of their own inner world - so called egocentric perception).

Dialogue is a natural environment for the development of a personality, one of the fundamental forms of manifestation of human individuality, therefore, dialogue as a form of communication can be not only a means of achieving certain goals (educational, educational, etc.), solving problems (scientific, creative, etc. .), but also an independent value of human life. The absence or deficiency of communication in the form of dialogue contributes to various distortions of personal development, the growth of problems at the intra- and interpersonal level, and the growth of deviant behavior.

Thus, communication as a social activity is an obligatory personality-forming factor for a person, and the experience and practice of leading teachers, psychologists, and psychotherapists convinces that only dialogic communication provides great opportunities for creative transformation of the personality.

36 communicative competence and communication skills of a social worker.

An important sign of professional communicative competence is the focus on supporting and developing the image of the “I” of the client. As already mentioned, the image of the “I” in psychology is understood as a system of a person’s knowledge about himself, a system of self-attitude. The integration of real and ideal components of the image of "I" ensures the stable development of self-esteem, self-control, self-knowledge, self-affirmation of individuality. In the event that the stability of the image of the “I” is not ensured, the action of psychological defense mechanisms is actively manifested on the part of the person (client) in communication. From the various classifications of these mechanisms, we use the following:

1) “Role protection” - withdrawal into the formal fulfillment of a social role, refusal to demonstrate a personal, problem-semantic field

(“I was told, I did what I was supposed to do).

2) "Debatable defense" - the desire to take a passive position (repentance, self-flagellation, negative self-esteem), which is designed to help relieve oneself of responsibility, shift it to others.

3) “Open defense” - the transition to the strategy of “plugging the tra”, to intimidation

In order to maintain the stability of the image of "I" a person can choose different ways of behavior. One of them is to justify one's own failures, mistakes, incompetence, wrong actions. In interaction, a sincere reaction in this case is replaced by various kinds of references, which serve as signs of the use of defensive behavior: 1) A reference to the usual way of acting.

The behavior of even the largest originals is built according to a set of routine, tested patterns. The current scheme, the habit helps to present yourself to others in the most favorable light. If the experience turns out to be positive, it is quickly introduced into the image of the “I”, becomes habitual, and is often used in situations that are far in content from those in which it was first resorted to. Therefore, reference to the usual way of acting is the most frequently cited reason justifying certain actions “I always did this, and it’s too late to change anything”, “It always helped me before”, “If I change something, I’m afraid it will only worse”, etc. If phrases like these are recognized as psychological defense, they should be considered a signal of inadequacy and address its causes hidden behind the mask of habit.

Reaction like “How do I know what you mean? “Is that what you wanted? “I didn't know what to do differently” can also be signs of defensive behavior. Moreover, in comparison with the first case, the intensity of protection increases, since doubts are provoked about the appropriateness and clear expression of what one of the partners wants to say. The subtext of the reference to lack of information most often lies in the desire to relieve oneself of responsibility for what is happening.

Appeals to habit and lack of information are predominantly spontaneous. Because of this, it is not easy to unambiguously interpret the reasons for resistance. However, if the reaction takes the form: "Leave me alone, I myself know what to do," these reasons are more or less clear. The reference to the ability to self-control is resorted to, firstly, when they want to hide true feelings, and, secondly, trying to defend the right to independence. The hidden meaning of this reaction is that there is a strong fear that doing what is required will increase the feeling of dependence.

If you wish, you can take a position from which the events taking place cannot in any way be conditioned by desires and will: “No matter how hard I try, I will not succeed.” From this position, it is quite convenient to build a defense of the image of the “I”, especially in the case of overestimated self-esteem.

The verbal expressions of this defense are extremely diverse: “What happens if .... ?”, “Can I handle it? ”, “Will others support me? ”, etc. Despite the fact that this is the most “sincere” form of defense, behind such statements lies a concern not so much for the real future, but for the correspondence between the real and the ideal image of the “I”.

So, the signs of psychological defense observed in behavior are in any case associated with the need to remove a real or imaginary threat to the image of the “I”. At the same time, interaction loses its effectiveness only because it can dramatically change the nature of a person’s ideas about himself, affect self-esteem, or affect established patterns of relationships.

From this point of view, the choice of one or another variant of professional communication tactics for a representative of a communicative profession (teacher, social worker, counseling psychologist, etc.) is very important. In order for such a choice to be psychologically justified, one should be able to distinguish between the intensity of defensive behavior and how great the resistance is:

Reaction in interaction

Its most likely cause

Active resistance

The impact is regarded as the destruction of the existence of the existing image of "I" Passive resistance

The impact is regarded as a threat to the existing image of the “I” Indifference, apathy

The impact is regarded as neutral in relation to the image of the “I” Active positive reaction

The impact is regarded as aimed at strengthening and developing the image of "I"

Tactics in communication should not be aimed at breaking the psychological defense. Moreover, attention to the signs of defensive behavior will provide more current information about the nature of the emerging relationship and regulate them. Since resistance is a defensive reaction aimed at stabilizing the image of the "I", by meeting with her, the professional has a chance to find out what is the most valuable in the self-relationship of those with whom he works. Finally, the protection may be so strong that its very existence will encourage the search for alternative ways to strengthen and develop relationships.

No. 2. Elements of professional communication technique.

Under the technique of professional communication, we will understand free possession and conscious variation by a representative of the communicative profession by means of interpersonal feedback. We will refer to the elements of technology: * active listening skills

* stimulating interpersonal feedback

No. 2. 1. Active listening skills

An essential component of professional communication technique is the ability to listen. Actually, any form of interpersonal feedback is unthinkable without the normal functioning of the “receiving device”. The value of the ability to correctly perceive incoming information (both cognitive and emotional) increases many times over when it comes to non-judgmental feedback. Indeed, to recognize the true meaning of a message or behavior is to take the first step towards the free and correct choice of means of influence.

The lack of special skills for a professional in perceiving and understanding appeals directed to him (verbal or non-verbal) inevitably leads to failures in the feedback mechanism, which makes it difficult for him to understand the essence of the problem, limits the ability to influence it. Of course, there are objective reasons that prevent a full hearing. First of all, attention should be attributed to them. Its fluctuations can be very significant in the presence of extraneous stimuli: sounds, objects, etc.

An even more compelling reason is the contradiction between the intensity of perception and the creation of mental images based on it - we think about four times faster than we speak. During a ten-minute conversation, it is possible to hear from 600 to 900 words. At this time, considerable work is done to recognize the meaning of words, some of which may have a different meaning for the speaker than for the speaker. The information is comprehended, gets an interpretation in accordance with the emerging associations, as a result, some part of it is lost.

Finally, the subjective position of partners may turn out to be a barrier to listening, in whose interaction the mood to express their own thoughts, opinions, and interests often prevails. Such a position makes it difficult to give feedback, coloring emotions in the colors of rejection, protection, suspicion, misunderstanding. Much more often than is commonly thought, an appeal is judged not by its content, but by the impression it makes. In turn, this impression depends on the social status of the speaker, the degree of his attractiveness. The first step in acquiring effective listening skills is to evaluate your own style. One should strive to analyze emerging situations from this point of view, while answering at least two questions: “How correctly do I understand the meaning of the statements addressed to me? ” and “What part of what was heard remains in memory a few minutes (hours, days) after the conversation? ".

More difficult, but also more useful, is self-observation in order to correlate your style with some typical ones. The fact is that the individual style of receiving information inherent in a person is manifested in behavior. Its variants are quite diverse, however, with a certain degree of conventionality, we can talk about the most common samples. One of them is the so-called “pseudo-listening”, the dregs of which consists in imitation of attention to the interlocutor. In this case, there may be eye contact, nodding, smiling, but no actual perception. The most skillful “pseudo-listeners” sometimes even insert their own remarks, but behind this lies a concentration on their own problems, fatigue, irritation, disinterest.

Widespread is “aggressive” listening - a consequence of the desire at all costs and as soon as possible to express their own views and judgments, without taking into account the position of the partner. Even the pauses that such a “listener” allows himself are necessary for him not to receive new information, but to take a break before a new attack. Such a dominance attitude prevents full contact. “Selective” listening makes it possible to focus on only some of the details of the message that are most important or interesting to the recipient. At the same time, the overall picture does not add up, or it remains mosaic. As long as the contact is not too significant, “selective” listening may suit partners. However, it can make communication very difficult when the issues being discussed are relevant. Considering listening as an element of the technique of professional communication, it is advisable to distinguish two types of it: passive and active. Passive listening is understood as the absence on the part of the recipient of actions that would carry information to the contact initiator about how his message was received and understood. In other words, with passive listening, there is no full-fledged feedback, or the means of giving it do not contribute to effective interaction. It should be specially noted here that non-verbal and meta-linguistic means of contact do not act in this case as adequate signals of interpersonal feedback due to their ambiguity. Therefore, passive listening is also defined as one in which there is no verbal feedback.

An alternative way of receiving information is active listening. Its obvious advantages are, firstly, the ability to check, through verbal feedback, how correctly the message or partner's appeal is understood. Equally important, the active listening mindset promotes concentration and avoids the typical patterns of inefficient information reception already mentioned. In addition, the technique of active listening is indispensable if necessary to help a communication partner solve his own emotional problems. it is this property that has the greatest weight in professional communication in the field of communicative professions.

The problem of mastering the ways of giving feedback in active listening is quite complicated. It is not easy to overcome the desire to immediately solve the partner's problem. The first, and very noble, impulse is often an attempt to give advice, to reassure, to express one's own view of the situation, to offer a ready-made solution. However, in this case, the line between non-evaluative and evaluative feedback turns out to be thin and easily traversable. The latter puts the partner in the position of the object of influence, while the main value is his subjective (active) position.

Before moving on to mastering the ways of giving non-judgmental feedback, it is necessary to analyze spontaneous habitual reactions. This will help in the future to compare them with the acquired skills and make a choice in favor of one or the other. It is important to understand that communication technique does not imply a complete denial of what is available in the individual experience of communication. we are talking about expanding the arsenal of means, about their freer and more targeted choice. Therefore, it is advisable to see in the usual ways of giving feedback not only features that limit its capabilities, but also those that, under the appropriate conditions, do not reduce full-fledged contact.

For the purpose of analysis, it is proposed to perform the following exercise: There are several situations before you. In each of them, the partner shares with you what worries him, describes his difficulties. In each case, write down your possible reactions.

Your answers probably fall into one of the following categories. We repeat once again that it makes no sense to divide them into “good” and “bad”, “correct” and “wrong”. The problem lies in choosing the response that is most appropriate for the specifics of the situation and the goals that you set for yourself. Advice. An attempt to offer your own solution to the problem, that is, to give advice, does not always lead to success. First of all, it may turn out to be erroneous and, therefore, do more harm than good. Often advice is accompanied by such an introduction: “I would be in your place ...”, although what is good for one person may not be acceptable for another. The advice also provokes the partner to avoid responsibility for subsequent actions: there is always the opportunity to refer to the fact that they were committed contrary to the original decision or their own position. Finally, it may turn out that the purpose of the appeal was not at all to get advice, that is, the content of the statement was misunderstood.

Grade. Life is often indispensable without evaluation. At the same time, more often than it is really necessary, the expression of one's own opinion is replaced by an assessment. It should be remembered that evaluation, like no other reaction, is capable of triggering psychological defense mechanisms, especially when it takes on a critical or negative character. Common is the so-called “constructive criticism”, that is, an assessment that seems to be made out of good intentions. Sometimes there is a positive assessment, however, in this case, a decrease in the degree of sincerity and openness on the part of the partner is not excluded due to the appeal of any kind of assessment to the image of the “I”.

Analysis. Analysis is interpretation, analysis of what is heard. A characteristic feature of this type of feedback is phrases like “It seems to me that you meant ....”, “Probably it all started with the fact that ....”, etc. Attempts to interpret what you heard from your own positions are quite justified, because they allow you to see the problem from a different angle, to clarify some of its aspects. One should only keep in mind the possibility of barriers to communication if the analysis turns out to be incorrect or is conducted from a position of superiority. Then the partner simply will not accept an alternative point of view, the interaction will be reduced to an exchange of arguments, hidden or explicit opposition. Therefore, the interpretation should be based only on real facts and expressed in the form of assumptions, not categorical judgments.

Clarifying questions. Clarifying or leading questions often serve as an effective means of feedback. Indeed, with their help, the thought or position of the interlocutor becomes more understandable, the course of presentation of his problem is regulated. For example, you can ask him if there is currently a description of the situation or an expression of feelings about what happened. Tension can be avoided by not resorting to too many clarifying questions, without getting bogged down in small, insignificant details. Otherwise, such questioning will look more like an interrogation than an attempt to help. The question also often disguises judgment or advice: “Why don't you....”. In this case, the person who asks it, as it were, knows the correct answer in advance and provokes a defensive reaction of the partner. Support demonstration. This reaction can take a variety of forms: dissuasion, encouragement, etc. In rather difficult situations of communication, a demonstration of support is a spontaneous and very effective way of feedback. However, here, too, care is needed in order not to belittle the significance of the partner's experiences.

(continuation of materials on the technique of interaction, see the section “Psychological counseling”)

#2 2. Skills to stimulate interpersonal feedback

The technique proposed here is by no means intended to exhaust all the possibilities of stimulating positive non-directive feedback. At the same time, its advantage is, firstly, that it is not limited to the search for only rational moves, but is turned to the richness of the emotional sphere, and secondly, it is a more or less complete system.

Communication is unthinkable without emotions. They are a means of expressing attitudes towards the situation, partner, and oneself. At the same time, few think about which of the existing ways of expressing emotions make them understandable, evoke a response, and endear them. Meanwhile, attention to this problem can be the first step in acquiring the skills to stimulate interpersonal feedback, thereby increasing the communicative potential.

There are two ways to express emotions - indirect and direct. Compare the following pairs of statements, each of which carries a certain emotional charge:

1. a "You don't know how to behave when talking to elders."

B "I'm angry because you interrupt me."

2. a “Was it difficult to come home early? !”

b “I was worried because you were late.”

3. a “It was a wonderful evening”

b “I'm glad I spent time with you”

In all cases, the first of the statements contains an indirect expression of emotions. Outwardly, it manifests itself in the absence of designation and naming of the emotion experienced by the speaker. This path does not stimulate feedback and even blocks it. This is due to the fact that the degree of uncertainty of the statement increases. Indeed, phrase 1a can express anger, irritation, disappointment, resentment, etc. Statement 2a is also emotionally ambiguous: it may contain displeasure, irony, anxiety, fear, depression. The same is true for statement 3a - what is it: pleasure, condescension, benevolence, irony, sarcasm?

In real communication, especially professional communication, there are much more situations than it might seem at first glance, the context of which does not allow one to decipher such ambiguous statements with confidence. It is not always possible to avoid mismatch between verbal and non-verbal means of communication, especially since the latter are ambiguous and can express different meanings.

Another objection to the indirect expression of emotions is based on the recognition of their evaluative nature. It has already been said that evaluativeness causes the action of psychological defense mechanisms. The direct expression of emotions (statements 1b, 2b, 3b) contains an indication of a specific experience, which creates conditions for their unambiguous and non-judgmental interpretation. In addition, they carry more information about the speaker, which is an important circumstance when it comes to stimulating interpersonal feedback. In order to prove this, it suffices to refer to the concept of responsibility in interaction. Both parties entering into it equally share it when it comes to emotional satisfaction or dissatisfaction with the contact. You can confirm your readiness to take on this responsibility if you see the cause of emerging emotional states not as a result of external stimuli, but as a consequence of your own perception of the situation. Consider the following two phrases from this point of view: "You make me angry" and "I am angry with you." There is a significant difference between them. In the first case, the responsibility for the state experienced by the speaker is transferred to the partner, in the second case, the emotion is regarded as one's own state. The hidden psychological meaning of the difference lies in the fact that the direct expression of emotions leaves the partner more freedom in choosing a course of action.

Effective expression of emotions can be facilitated by the following rules: 1. You should learn to correctly recognize your own emotions, monitor the dynamics of their changes by controlling psychophysiological signs, non-verbal behavior, and speech.

2. It is necessary to learn how to choose the right place and time for the manifestation of emotions. Spontaneous emotional reaction is not always correct and appropriate. You should make sure that the partner is ready, if not to understand your condition, then at least to hear what you tell him.

3. It is best to formulate the shades of the experienced state as accurately as possible. It is important for a partner to know what you are experiencing: insecurity or confusion, excitement or enthusiasm, favor or friendliness.

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Baltic Federal University. Kant

Department of Special Psychological and Pedagogical Disciplines

Faculty of Psychology and Social Work

Course work

Topic: Features of the communication skills of future social workers

Completed by a 3rd year student

full-time department

Specialties social work

Kalmykova V.V.

scientific adviser

Levko O.V.

Kaliningrad 2012

Introduction

Chapter 1. Theoretical study of communication as a condition for effective communication skills of the future social worker

1.1 The concept of communication in psychology, the functions of communication, its types

1.1.1 Definition of communication, approaches to understanding the term “communication”

1.1.2 Communication process: communicative, perceptual and interactive aspects of communication

1.1.3 Functions and levels of communication

1.1.4 Types of communication

1.2 Social work as a communicative profession

1.3 Theoretical foundations of communication in social work

1.3.1 Components of verbal communication

1.3.2 Components of non-verbal communication

1.3.3 Social perception in the professional activity of the future social worker

1.3.4 Active listening as a necessary element of communication of a future social worker

Chapter 2 2.1 Organization and course of the study

2.2 Analysis of the results

Conclusion

Bibliography

Attachment 1

Annex 2

Introduction

In the conditions of modern Russian reality, more and more people need the help of a specially trained professional in the field of social work. To achieve maximum efficiency, a social worker must be well aware of the patterns of the communication process, since communication is a specific feature of social work as a professional activity.

Professional social work is one of the main ways in which society responds to changes in the world. This is an activity to harmonize human relations through the provision of assistance to individuals, groups of people through their protection, support and rehabilitation. Most often, "social work" is understood as a set of specific practical actions of legal, economic, psychological assistance to socially unprotected, socially maladjusted people (disabled people and their families, migrants, refugees, people with deviant behavior, victims of violence, the unemployed, the homeless, women, children , youth, the elderly, etc.) In their practice, social workers come into contact with various areas of human life and society - the sphere of health (physical, mental, social), rights, the education system, family planning, economic programs, employment problems, etc. They conduct individual and group counseling, work with difficult life situations, their prevention. Organize professional social work, carry out administrative functions. Social workers see themselves as agents of social change.

Communication plays a huge role in the life of society. Without it, the process of education, formation, development of personality, interpersonal contacts, as well as management, service, scientific work and other activities in all areas where the transfer, assimilation of information and exchange of it are necessary, are unthinkable. Communication plays an important role in a person's mastery of cultural and universal values, social experience. “In the process of communication, this specific form of human interaction with other people, a mutual exchange of ideas, ideas, interests, moods, attitudes, etc. is carried out. In communication, a specific individual takes possession of the fund of spiritual wealth "created by other people, due to which the limitations of his individual experience are overcome; at the same time, through communication, he brings into this "fund" what he himself has created. It is this that determines the meaning of communication in the life of an individual.

Who, if not a social worker, has to constantly communicate with people in the course of their professional activities, listen to their problems and experiences and help, at least in words, to solve them. In addition, a social worker often serves as an intermediary between a person and state institutions, authorities. Therefore, the future social worker in the learning process must be given the skills of correct, “professional”, competent communication, which will be necessary both for psychological or legal counseling, and for solving any problems of the client related to communication with officials, officials, etc. P.

Cspruce this work to identify the level of communication skills of future social workers.

An object: communication processes.

Subject: communication skills of the future social worker.

Hypothesis: an important component of effective social work is a high level of development of communication skills of future social workers.

Tasks:

1. Define the concept of communication in psychology, its functions, levels and types.

2. Consider social work as a communicative profession.

3. Determine the theoretical foundations of communication in social work.

4. To identify the level of communication and organizational skills of future social workers.

Chapter1. theoreticalstudycommunicationhowtermseffectivecommunicativeabilitiesfuturesocialworker

communication social worker communicative

1.1 conceptcommunicationinpsychology,functionscommunication,hiskinds

1.1.1 Definitioncommunication,approachestounderstandingterm"communication"

Despite the abundance of research on communication, there is currently no single approach to the definition and characterization of this phenomenon. Among researchers, there are different points of view on the essence, function and other states of communication. Some authors define communication as communication, a communicative process (R.A. Maksimova, B.A. Rodimov, N. Winner, etc.) or information exchange (Osgood). Other researchers (A.A. Leontiev and others) consider communication to be one of the activities. With regard to it, they look for all the components that are characteristic of activity in general. Still others believe that communication can exist in various forms: in its original form, in the form of joint activity, in the form of verbal or mental communication (A.N. Leontiev, G.M. Andreeva, etc.). Lomov, Ananiev consider communication as a specific human activity along with activity and cognition.

All these approaches reflect the diversity and complexity of such a phenomenon as communication. In social work, communication is one of the professional characteristics of a specialist and it is presented both as a separate activity and as a communicative process.

We can give the most general definition of communication, which to the greatest extent reflects all its aspects and components: communication- a complex 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. This definition is fully suitable for the definition of communication within the framework of social work. The subjects of communication are living beings, people. In principle, communication is characteristic of any living beings, but only at the human level does the process of communication become conscious, connected by verbal and non-verbal acts. The person who transmits information is called the communicator, and the person who receives it is called the recipient. In the process of counseling, a social worker has to constantly perform either the first role or the second, and often the role of the recipient is more important in professional activities.

In the domestic psychological approach to understanding communication, a number of aspects are distinguished: content, purpose and means.

The content of communication is information that is transmitted between individual contacts from one living being to another. This may be information about the internal (emotional, etc.) state of the subject, about the situation in the external environment. The content of information is most diverse if the subjects of communication are people. Even more important than in everyday communication is this component for social work, since the task of a social worker is not only to listen carefully and actively, but also to be able to direct the conversation with the client in the right direction, i.e., correct the content of communication.

The purpose of communication is that which answers the question “why does a being enter into an act of communication?”. In animals, the goals of communication usually do not go beyond the biological needs that are relevant to them. For a person, these goals can be very, very diverse and represent a means of satisfying social, cultural, creative, cognitive, aesthetic and many other needs. In social work, usually the purpose of communication is to solve the problems (psychological, legal, material, etc.) of the client.

Means of communication - ways of encoding, transmitting, processing and decoding information that is transmitted in the process of communication from one being to another. Encoding information is a way of transmitting it. Information between people can be transmitted using the senses, speech and other sign systems, writing, technical means of recording and storing information.

1.1.2 Processcommunication:communicative,perceptualandinteractivesidescommunication

The structure of communication can be approached in different ways, in this case, the structure will be characterized by highlighting three interrelated aspects in communication: communicative, interactive and perceptual.

The communicative side of communication (or communication in the narrow sense of the word) consists in the exchange of information between communicating individuals.

The interactive side consists in the organization of interaction between communicating individuals (exchange of actions).

The perceptual side of communication means the process of perception and knowledge of each other by partners in communication and the establishment of mutual understanding on this basis.

The use of these terms is conditional, sometimes others use it in a similar sense: three functions are distinguished in communication - information-communicative, regulatory-communicative, affective-communicative.

a)Communicativesidecommunication.

During the act of communication, not just the movement of information takes place, but the mutual transmission of encoded information between two individuals - the subjects of communication. Therefore, there is an exchange of information. But at the same time, people do not just exchange meanings, they strive to develop a common meaning at the same time. And this is possible only if the information is not only accepted, but also comprehended.

Communicative interaction is possible only when the person sending information (communicator) and the person receiving it (recipient) have a similar system of codification and decodification of information. Those. “everyone should speak the same language.”

In the conditions of human communication, communication barriers can arise. They are social or psychological in nature.

By itself, the information coming from the communicator can be motivating (order, advice, request - designed to stimulate some action) and ascertaining (message - takes place in various educational systems).

Means of communication.

For transmission, any information must be appropriately encoded, i.e. it is possible only through the use of sign systems. The simplest division of communication is into verbal and non-verbal, using different sign systems. Lasswell's communication process model includes five elements:

WHO? (transmits a message) - Communicator

WHAT? (transmitted) - Message (text)

AS? (transmitting) - Channel

TO WHOM? (message sent) - Audience

WITH WHAT EFFECT? - Efficiency.

Three positions of the communicator during the communicative process can be distinguished: open (openly declares himself a supporter of the stated point of view), detached (holds on, emphatically neutral, compares conflicting points of view) and closed (is silent about his point of view, hides it).

b)Interactivesidecommunication.

This is a characteristic of those components of communication that are associated with the interaction of people, with the direct organization of their joint activities. There are two types of interactions - cooperation and competition. Cooperative interaction means coordinating the forces of the participants. Cooperation is a necessary element of joint activity, generated by its very nature. Competition - one of its most striking forms is conflict.

in)Perceptualsidecommunication is the process of perception and understanding by people of each other.

All three aspects of communication are closely intertwined, organically complement each other and make up the process of communication as a whole. The social worker must know the structure of communication in order to work more effectively with clients.

1.1.3 Functionsandlevelscommunication

Communication performs a number of functions in human life:

1. Social functions of communication.

Organization of joint activities.

Managing behavior and activities.

Control.

2. Psychological functions of communication:

The function of ensuring the psychological comfort of the individual

Satisfying the need for communication

Self-assertion function

Communication functions are performed at various levels of communication:

The manipulative level lies in the fact that one of the interlocutors, through a certain social role, tries to arouse sympathy, pity for the partner.

Primitive level, when one of the partners suppresses the other (one is a permanent communicator, and the other is a permanent recipient).

The highest level is the social level when, regardless of social role, status, partners treat each other as an equal person. The communication of the social worker (especially communication with the client) should be carried out to a greater extent at this level, although the use of the first two levels is also necessary.

1.1.4 Kindscommunication

Depending on the content, goals and means of communication can be divided into several types.

1 . By content it maybe to be:

1.1 Material (exchange of objects and products of activity).

1.2 Cognitive (knowledge sharing).

1.3 Conditioning (exchange of mental or physiological states).

1.4 Motivational (exchange of motives, goals, interests, motives, needs).

1.5 Activity (exchange of actions, operations, skills).

2. By goals communication share on the:

2.1 Biological (necessary for the maintenance, preservation and development of the organism).

2.2 Social (pursues the goals of expanding and strengthening interpersonal contacts, establishing and developing interpersonal relationships, personal growth of the individual).

3. By funds communication maybe to be:

3.1 Direct (Carried out with the help of natural organs given to a living being - hands, head, torso, vocal cords, etc.).

3.2 Indirect (associated with the use of special tools and tools).

3.3 Direct (implies personal contacts and direct perception of each other by communicating people in the act of communication itself).

3.4 Indirect (carried out through intermediaries, which may be other people).

Communication as interaction assumes that people establish contact with each other, exchange certain information in order to build joint activities, cooperation. In order for communication as an interaction to occur without problems, it should consist of the following steps:

Setting up a contact (acquaintance). It involves understanding another person, presenting oneself to another person.

Orientation in a communication situation, understanding what is happening, holding a pause.

Discussion of the problem of interest.

Solution.

Ending a contact (leaving it).

1.2 SocialWorkhowcommunicativeprofession

In 1991, Russia joined the community of countries where professional social work exists. The profound social changes that have taken place in post-Soviet Russia, the instability of the political and economic situation have led to an increase in the number and expansion of the range of socially unprotected and vulnerable contingents (poor and unemployed, young students, single-parent and large families, families with chronically ill and disabled people, migrants and refugees, etc. .), as well as socially deviant contingents and “risk groups” (alcoholics and drug addicts, juvenile delinquents and prostitutes, homeless people, beggars, etc.). Professional social work is one of the main ways in which society responds to changes in the world. This is an activity to harmonize human relations through the provision of assistance to individuals, groups of people through their protection, support and rehabilitation. Most often, "social work" is understood as a set of specific practical actions of legal, economic, psychological assistance to weak, socially unprotected, socially maladjusted people (disabled people and their families, migrants, refugees, people with deviant behavior, victims of violence, the unemployed, the homeless, women , children, youth, the elderly, etc.) In their practice, social workers come into contact with various areas of human life and society - the sphere of health (physical, mental, social), rights, the education system, family planning, economic programs, employment problems, etc.

They conduct individual and group counseling, work with difficult life situations, their prevention. Organize professional social work, carry out administrative functions.

In the latest edition (1994) of the tariff-qualification characteristics of the position “specialist in social work”, the following functions are distinguished:

analytical and gnostic (identification and registration of families and individuals in the service area, including minor children in need of various types and forms of social support, and the implementation of patronage over them);

diagnostic (determining the causes of difficulties that citizens face);

system-modeling (determination of the nature, volume, forms and methods of social assistance);

activation (promoting the activation of the potential of one's own capabilities of an individual, family and social group);

effective and practical (assistance in improving relationships between individuals and their environment; consultations on social protection issues; assistance in preparing documents necessary to resolve social issues; assistance in placing those in need in stationary medical and recreational institutions; organizing public protection of juvenile delinquents, etc. .);

organizational (coordination of the activities of various state and non-state institutions, participation in the formation of social policy, development of a network of social service institutions);

heuristic (improving one's qualifications and professional skills).

We can especially single out the communicative function, with the help of which almost all the previous ones are carried out. “The communicative function is designed to establish with those in need of this or that help and support, to organize the exchange of information, to promote the inclusion of various institutions of society in the activities of social services, to help the perception and understanding of another person.”

In fact, it is assumed that the social worker should be able to act as a social statistician, administrator and manager; provide various kinds of social services; help in the upbringing of children; to carry out psychological and legal consulting and expertise; conduct educational work on a variety of issues, including such as a healthy lifestyle, family planning, crime prevention, etc.

Among the main professional requirements for a social worker, in addition to the fact that he must have good professional training and knowledge in various fields, have a sufficiently high general culture, have information about modern political, economic and social processes, he must also have a certain social adaptability. He needs to skillfully contact and win over “difficult” teenagers, orphans, the disabled, people in rehabilitation, etc. A social work specialist must have a professional tact that can arouse sympathy and trust in people, observe professional secrecy, be delicate In a word, he must be able to communicate.

Thus, the activity of a social worker consists in constant contact with people, that is, in direct communication with them. All tasks facing a social worker are solved through communication. In the process of communication, the exchange of information between its participants is carried out both at the verbal and non-verbal levels. The task of the social worker is to create a friendly environment, find a suitable way of behavior and communication with the client. To do this, it is necessary to know not only the techniques of conversation and the rules of communication, the psychological characteristics of people and the meaning of non-verbal means of communication, but also to possess such qualities as politeness, friendliness, courtesy, focus on people, patience (tolerance), intuition, compassion, etc. d.

Creating a welcoming environment and choosing the right way to behave and communicate will allow the social worker to please people and persuade them to his point of view. The effectiveness of the work of a social worker depends on this.

So, from the foregoing, we can conclude: social work is a communicative profession, that is, it is closely related and inseparable from the process of communication, both at the micro and meso levels, and at the macro level of social work.

1.3 Theoreticalbasicscommunicationinsocialwork

1.3.1 Componentsverbalcommunication

In the communication of a social worker, a large (if, not b about The verbal aspect of communication plays an important role. This aspect of the social worker should be taken into account not only during the consultation conversation, but also in business and intimate-personal communication.

In this chapter, we will consider such components of verbal and near-verbal communication as tempo, pauses, clarity of speech, breathing, pronunciation and outline its role for a social worker. One of the most important conditions for the effective work of a social worker is good contact with the client. The guarantee of such contact is not only professional possession of verbal technical means, but also such non-verbal parameters as intonation, eye contact, pauses. Very conditionally, the means of maintaining contact can be divided into direct and indirect. The first group includes all those forms of addressing a person who has come to the reception, which are aimed at establishing trusting and frank relations with him - encouragement, praise, expression of support, etc. The need to use such forms of address arises in a variety of situations: at the beginning conversations in order to establish contact and relieve tension; in a situation where too important or sensitive issues are discussed; when the person is upset or crying.

One of the most important indirect verbal means aimed at maintaining contact is addressing the client by name. The mere mention of a person's name usually works for contact with him.

The most traditional form of maintaining verbal contact in a conversation is the expression of agreement and approval expressed by the consultant while he listens carefully to the client. It is not so important in what form and at what moment the approval will sound, but the very fact that the social worker is not silent, but nods and encourages is important.

Observations show that the speaker of the words fixes his attention on the content of what he says, while the listener unconsciously fixes his attention on how the person speaks. Consciousness reacts earlier to intonation than to the meaning of the word and adjusts the body accordingly. Therefore, if the tone of voice is unfriendly, irritated, threatening, and the words are neutral, then the body is tuned to self-defense. The mechanism of such a reaction is innate. The social worker must remember this when communicating with the client.

At the same time, the professional task of a social worker dealing with a tense client is to step back from the intonation of the client. No matter how defiant or offensive it may be, it should be remembered that this is, first of all, a sign of a crisis state of the client, that is, a reaction to the problems that the client has encountered. Therefore, one should treat negative intonations with understanding, professionally, without the desire to respond in kind. In a conversation with such a client, the consultant must control his intonation, his voice must be calm, confident, friendly. There should be no irritation, threats or fawning and pity.

Our voice is able to tell about feelings, about health, about how relaxed you feel, how easily you obey the pressure of the people around you; the voice is able to tell the whole psychological history of the individual. Your voice and speech are absolutely unique, like fingerprints. The voice is a function of the body and cannot exist apart from it. Despite the fact that the voice has a predominantly sound effect, we can "see" his work. Voice and body language often work together, reinforcing each other. With special exercises, you can ensure that the voice does not sound tired, and has become one of the main factors in creating the desired image for a social worker.

RATE OF SPEECH AND PAUSE.

People who speak very fast often do not pause to support proper breathing. The pace of speech depends on the arrangement of pauses. A fast pace of speech is good, provided that all words are clearly pronounced, that the pauses are long enough to allow the listener to think about what has been said. Listening to a person who speaks slowly but does not pause is very boring. A pause is needed in order to breathe in the air, as if to “recharge” before continuing the speech, to give your brain the opportunity to prepare what will be said, and the listener to realize what has already been said. Pauses give rest to both the brain and the body. A fast pace of speech is a sign of quick thinking. Unfortunately, there is no point in instantly giving birth and immediately expressing ideas, because others will simply not be able to keep up with them.

Very often, social workers and psychologists forget about these simple rules of communication, which negatively affects the client, his psychological comfort during counseling, and hence the results of the consultant's work.

Like other ideals of beauty, culture, and good taste, what you call a "pleasant voice" is only your rather subjective assessment. There is no standard assessment of what constitutes good and what constitutes bad tone of voice. What one person considers the "rich" voice of a well-educated person, another will consider pompous and feigned. Some people like "trained" voices, while others find them artificial. Of course, a lot depends on how well they are trained. The pitch of the voice also depends on the pronunciation. The pitch of speech sounds can be graphically depicted in musical notation, like music, and the dominant sound pattern will influence the impression YOU make in a conversation. If you often use a rising intonation, it will be perceived as if you want to hear confirmation. This should never be forgotten by a professional social worker. He must take into account all the nuances of the tone of the client's voice in order to better understand him and at the same time monitor his own voice in order to most beneficially influence the client, for example, to convince him that he can cope with the problem.

SPEECH CLARITY.

If a person speaks indistinctly, this is a sign of secrecy and distrust. It will be difficult for you to create an atmosphere of trust if you are too reserved. Your behavior will influence the behavior of your interlocutor. It can seem detached, and this detachment of you can seem overbearing and threatening to the person you would like to help with. In such a situation, the desire to be more involved than detached conflicts with how we express it. Your image to the client can be significantly improved by improving the clarity and clarity of speech. Consonants express logic and structured thinking in speech. When a person gets drunk, the logic of his thinking is blurred, the same thing happens with the consonant sounds he utters. Careless speech indicates a lack of interest and energy, and even arrogance: you don’t care about anything, so you can’t be disturbed. Sloppy, slurred speech can be improved with tongue twisters. If you are too tense, it will give the impression of excessive restraint and self-doubt. The best option is one in which the facial muscles are relaxed, but not sluggish and powerless, but flexible and supple.

To effectively represent your image, you need to have a voice to demonstrate. If you always speak quietly, you will come across as a shy person. In addition, people talking to you will be tired and annoyed, as they will have to strain to hear you. If everything is in order with your breathing and articulation, then your voice is unlikely to let you down. Speech that is too loud, or speech that is constantly at the same volume level, gives the impression that the person seems overwhelming and insensitive to the reactions of others. When you say an important phrase or talk about something with which you have strong feelings , a temporary, controlled drop in the volume of your speech will cause listeners to listen carefully for a while to your words - this is a good way to attract attention.

All this must be taken into account by social work specialists both when communicating with a client and in the course of a business conversation.

1.3.2 Componentsnon-verbalcommunication

A lot has been written about non-verbal contact and its significance, both in the process of psychotherapy and in ensuring the effectiveness of interpersonal communication.

During the conversation, the consultant and the client are in a kind of bodily contact, the use of which can also increase the effectiveness of the consultative process. This is usually expressed in the fact that when deeply involved in the conversation, the client, without realizing it, begins to mirror the consultant's posture and behavior. So, if the consultant is tense, the feeling of tension and uncertainty is transmitted to the interlocutor, who unconsciously assumes a pose similar to that of a professional. The presence of such contact provides great opportunities for the consultant, who, if the client is too closed or tense, can try to influence him indirectly by relaxing and taking a more comfortable posture. Unconsciously, the interlocutor, to one degree or another, is likely to try to repeat it.

A social worker needs to be able to understand and apply non-verbal elements of communication in order to improve the effectiveness of communication with clients and with other people. Among the main elements, one can single out: psychological territory (personality space), gestures (open, closed, aggressive and protective).

Non-verbal communication is more ancient than verbal communication. It is already present in animals and is more reliable, since it is controlled to a greater extent by our unconscious. Non-verbal communication -- it is the language of our emotions and moods.

"Under Psychological territory refers to the space that a person considers his own. It is a mental "extension" of his body.

In addition to the official territory: house, apartment, room, table, chair, bed, favorite place in the bar, each person has a designated airspace around his body.

The size of this zone depends on culture, population density and social status.

1. Intimate zone - the distance of the outstretched elbow (only for close friends, relatives, children).

2. Personal zone - arm's length distance. Most often we communicate in this zone. It is open to friends and just acquaintances.

3. Social (implies the communication of strangers who are united by purely social relations and, moreover, not for long).

4. Public area (for public performances, the most acceptable: 3.5 - 4 meters).

Any violation of this pattern is considered by our subconscious either as an invasion of our territory (aggression), or as alienation and coldness. When contacting a client or in business communication, a social worker must take this moment into account in order to win him over and not cause alienation.

“Non-verbal defense is a closed or defensive posture that the interlocutor uses if:

1. He feels an attack, pressure or other manifestation of aggression towards him (for example: the boundaries of his psychological territory are violated);

2. If he does not agree with what is happening or being said;

3. Feeling insecure, insecure, or feeling weak (for example: in the company of new, unfamiliar people).

In such situations, a person tries to defend himself - he puts up non-verbal barriers. Figuratively, we can say that a person is trying to hide behind something. (See Attachment)

If a social worker noticed these postures and gestures during a conversation with a client, he should take the most open position possible (perhaps after a while the client will follow his example and become liberated), change the topic of conversation, become more delicate towards the client, arrange him to yourself, try to establish a more trusting and relaxed relationship (using verbal and non-verbal means), show that nothing and no one threatens the client here, otherwise the effect of the conversation (advisory or psychotherapeutic) will be minimal.

Protective, defensive postures, postures of aggression and discontent (see appendix) most often show an unfriendly, distrustful, or even aggressive attitude of the client towards the social worker and it is unlikely that such communication will benefit the client. First of all, the social worker needs to change this attitude, and only then conduct a consultative conversation. It is extremely undesirable to apply such postures and gestures to the social worker himself, this will not be conducive to communication with his client.

If a the client with his gestures (see the appendix “Gestures of uncertainty, doubts and lies”) shows his uncertainty, doubt, then the social worker needs to encourage the interlocutor, otherwise he can completely withdraw into himself and there can be no talk of any communication. These gestures may also indicate that the client is lying and the social worker should be on the lookout.

The social worker should use gestures of openness and trust when communicating with a client (see Appendix “Positive Gestures”). Even if the client is enslaved, then, most likely, with such a position of the consultant, he will unconsciously become less tense and more open to conversation.

There are also neutral gestures and postures, which under certain conditions may be undesirable (see the appendix “Neutral Postures and Gestures”).

By observing a person, we can find out his characteristic postures and gestures, and on their basis make an assumption about his characteristic behavior. This is very important for a social worker in both counseling and psychotherapeutic conversation.

1 . Three major instinct in situations danger, conflict (stress):

Fight (norepinephrine and adrenaline).

Run (adrenaline).

Freeze (acetylcholine).

Accordingly - characteristic behavior, respectively - characteristic gestures and body movements:

The "Fight" reaction will manifest itself as aggressive, offensive movements, of a piercing cutting nature. Like clenching fists, looking "from under the forehead", tilting the body forward ...

The reaction "Run" - like putting up barriers, looking around, pulling back the collar, stepping back, leaning on other objects (tables, chairs, walls), nodding your head ...

The reaction "Freeze" will be characterized by some numbness, inhibition of gestures and facial expressions.

2. brightly pronounced emotional states:

Manic, agitated;

Apathetic, depressive;

Anxious, neurotic;

dysphoric, vicious.

Before starting his conversation, a social worker, even if he does not conduct psychological counseling, but, for example, counseling on employment or legal issues, he must understand what state the client is in and how he can behave in the future. (see Appendix “Diagnostics of emotional states”).

Demonstrative personalities are characterized by emphasizing their state with emotional gestures, mannerisms in gestures and postures (but not necessarily), richness of facial expressions. Lots of gestures directed at yourself. Gestures become much more emotional when such a person begins to talk about himself. Very vividly shows a wide range of feelings and emotions with facial expressions. Almost always there are gestures of preening. Often in his arsenal there are a lot of "fashionable" gestures.

3. Type of temperament:

Choleric (Gestures are strong, emotional, sharp, sweeping);

Sanguine (strong, but smooth, emotional, soft, sweeping);

Phlegmatic (meager, not emotionally rich, not sweeping);

melancholic (small, meager, but emotional).

It has been proven that many people do not achieve mutual understanding precisely because the input of communication does not take into account what type of temperament and modality their partner belongs to. So, if the client or partner of a social worker in business communication is “choleric or sanguine”, then you should not drag out the conversation, the choleric immediately wants to “take the bull by the horns”, and any delay makes him worry. Sanguine quickly adapts to new conditions and begins to “dictate” the conversation strategy. The melancholic is under stress in an unusual environment and needs constant confirmation that he is treated with sympathy. The phlegmatic, on the other hand, feels the need to look around, to study the interlocutor.

2. System representations:

In order to communicate more effectively, a social worker needs to know what type of client his client is, in order to better influence the client, influence him or simply establish contact. Sometimes, if the modalities of the social worker and the client do not match, then the counselor must “adjust”, try to match the modality of the client.

Visualist (this is a person who thinks in images, it is important for him to imagine something, “draw” an image, a picture, and only after that he will be able to understand the information he has heard or express his thought);

Long communication distance

Dislikes touch;

The upper part of the face is active (eyes, eyebrows, forehead);

Speech is fast;

Breathing is superficial.

Audialist (he must definitely hear any information, process it logically and only after that use it):

Medium distance (approx. 80 cm);

The gaze is scattered, deepened into oneself;

Gestures in the chest area, palms;

Active lower part of the face (lips, cheeks).

Kinesthetic (this is a person of feelings, in order to work effectively with information, he must feel its content, as if passing it through himself):

Very small distance

Tend to touch;

When excited, they turn red, covered with spots;

They gesticulate a lot.

If a social worker is engaged in psychocorrection, psychotherapy, counseling (not only psychological, but also legal, etc.), knowledge of body language will help him diagnose:

a) current state of the client (depression, aggression, anxiety, etc.);

b) how congruent his statements are (for neurotics, a discrepancy between their statements and non-verbals is characteristic, telling them about this discrepancy can be the beginning of psycho-corrective work);

in) highlight some character traits (demonstrativeness, constraint, excitability, impulsiveness, authoritarianism, subordination, etc.);

G) his attitude towards him (distrust, aggression, fear, arrogance, subordination, etc.).

Also, knowledge of the elements of non-verbal communication will help in contacts with colleagues, representatives of any social institutions, various organizations, and officials. This will allow social care services to function more efficiently, and thus provide better care to people who need it.

A social worker in an employment service can share his knowledge of non-verbal communication with people looking for a job, this will help them when communicating with the employer.

1.3.3 Socialperceptioninprofessionalactivitiesfuturesocialworker

A special role in the process of communication is given to social perception. This term was introduced by J. Bruner in 1947 to denote the fact of social determination of perception processes. Later, this term acquired a slightly different meaning, the process of perception of the so-called “social objects”, which meant other people, social groups, large social communities, was called social perception.

In social work, interpersonal perception or perception of a person by a person is of the greatest importance. In order to provide qualified assistance to a client, a social worker must apply in his activity a number of psychological mechanisms that ensure the process of perception and help to move from the external perception of a person who needs the help of a social worker to knowledge of his inner world, understanding his values and personal qualities, assessment and forecast behavior. These mechanisms include: identification, empathy and attraction.

“Identification literally means “similarizing oneself to another.” The social worker can use identification to build a guess about the client's internal state based on an attempt to put himself in his place.

Empathy can be defined as emotional feeling or empathy for another, which is an important quality of a social worker. The mechanism of empathy is similar to the mechanism of identification: in both cases, there is “taking into account” the commands of another person.

Attraction is a concept denoting the appearance, when a person is perceived by a person, of the attractiveness of one of them for another.

In order to ensure the prediction of the situation, it is necessary to take into account the "effects" that arise in the process of interpersonal perception. The most significant are: the halo effect (the imposition of information about the client on the image created in advance), the effect of novelty and primacy (i.e., the fact that in the perception of a familiar person the latest information is the most significant, and in the perception of a stranger, information presented earlier prevails ). All these effects can be considered as a manifestation of the process of stereotyping, which can lead, on the one hand, to a reduction in the process of cognition, in cases where it is necessary, and, on the other hand, to the emergence of prejudice. It is important for a social worker to avoid such prejudices in his work, as they can seriously harm communication with a client.”

Social perception as a component of the communication process plays a big role in the activities of a social work specialist, because it makes it possible, firstly, to understand what the client is by external manifestation, to penetrate into the depth of his personal structure, to find out the features of his personality; and secondly, it makes it possible, by external behavioral signs, to determine the emotional state of the client that he is experiencing at the moment, that is, it forms an empathic attitude towards the client in the social worker, which is an important factor in the successful activity of the social worker, since the client begins to actively trust the person, imbued with his problem.

1.3.4 activehearinghownecessaryelementcommunicationfuturesocialworker

“Effective listening is the ability to extract useful information in the context of oral communication. It is believed that the ability to listen to an interlocutor is one of the criteria for a person’s sociability. No more than 10 percent of people know how to listen to the interlocutor, while the role of the listener is very important for establishing contact. The main disadvantages in listening are thoughtless and fragmentary perception, as well as analytical narrowness (the inability to make connections between the content of the message and the facts of real life).

“The ability to listen is a great gift and a guarantee of success not only for a psychologist or psychotherapist, but also for a social worker. Therefore, he needs to take into account a number of rules, the observance of which will allow him to form a listener in himself:

1. Active posture of the listener. It has been established that a collected posture helps to concentrate, and vice versa, a relaxed posture immediately causes a decrease in attention and mental activity (physical relaxation immediately leads to mental relaxation).

2. Sustained concentration of the listener. Sustained concentration means that the listener keeps his eyes on the speaker. This helps not only to maintain concentration of attention, but also to obtain additional information by observing the eyes, facial expressions, and gestures of the speaker. It has been observed that half of the information lies not in what is said, but in how it is said. In addition, stable concentration helps to understand the meaning, reliability and value of information, the motives and possible motivations of the speaker, his modality.

Topic 16. Theoretical foundations of the communicative activity of a social worker

Plan

1. The essence and specificity of the communicative activity of a social worker.

2. Feedback and effectiveness of communication activities.

test questions

1. Define the concepts of "activity", "communication", "communication".

2. What is the specificity of the communicative activity of a social worker?

3. How are the concepts of "communication" and "communication" related?

4. What is the social worker-client feedback?

5. How does feedback affect the effectiveness of communication activities?

Topics of reports and abstracts

1. The role of communication in social work.

2. Communication as the information side of professional communication between a social worker and a client.

3. Feedback of the communicative activity of a social worker: the concept and ways of improvement.

4. Feedback and effectiveness of communication activities.

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6. Tupitsina, I.N. Speech communication: personality-cognitive dimension / I.N. Tupitsina. - M .: Publishing house of the RSSU, 2005.

7. Sharkov, F.P. Theory of communications / F.P. Sharkov. – M.: RII-holding, 2004.

Speech communication between people is very diverse. It can be viewed from different angles. The first and main one is a person in the world of communications in the process of exchanging information. This hypostasis of communication characterizes a person as a subject of communicative relations. Issues related to this aspect relate to the theory and practice of communication, social institutions of communication, features of the communication process in science, business, and politics.
Another kind of communication is a characteristic of its structure, types, types. In this regard, it is necessary to distinguish between negotiations and bargaining, controversy and dispute, business games and different types of discussions. All such varieties of business communication have their own “drama”, their plots, their own characteristics.
Communication usually pursues clearly defined goals. It is possible and necessary to distinguish between strategy and tactics for achieving goals. Business communication strategies provide an exposition of ways to set goals and choose the means of their implementation, varieties of tactics, strategic scenarios. Such a discussion of the features of business communication inevitably attracts the need to identify the style of business communication and its principles, to distinguish between principles in essence and formal principles in communication. The specified principles give original imperatives and rules of business communication. Along with this, office business etiquette then seems reasonable. It is characterized as a systematics of methods of communicative and managerial influence, as communicative management. Communication is often the resolution of a conflict situation. And in this regard, it is necessary to discuss the nature of the conflict in communication, the types of communicative conflicts and ways to resolve them. Among the difficulties of the process of interpersonal communication that give rise to conflict situations, communication barriers, mistakes that destroy the conversation, barriers to the perception of speech, first impressions, and features of a person's expressive behavior in communication should be taken into account.
Interpersonal communication is always an exchange of emotions, interaction, psychological contact. Therefore, it is no coincidence that managerial, business communication should be considered from the point of view of practical sociology and psychology.
The means of public speech, the features of speech activity are the next important facet of communication. It characterizes the lexical dictionary of the personality, semantic codes of mutual understanding, socio-communicative compatibility in communication. And, finally, a significant component of the communication process is argumentation, evidence.
Communication is a very multifaceted process. It is implemented in various forms (interpersonal communication, social dialogue, business and professional communication, communication, etc.) and is studied by philosophy, psychology, sociology, pedagogy, and linguistics. The complexity of the phenomenon of communication, its multifactorial nature and the variety of approaches to explaining, describing and studying the forms of communication gives rise to many points of view and positions. The purpose of this section is not to enumerate a variety of approaches, but to reconstruct the phenomenon of communication from the point of view of various approaches, to identify various facets of communication. This position is focused on reproducing various aspects of communication, despite the variety of approaches, in a holistic unity that allows us to consider the methods, means and techniques of effective business communication as a tool for social work. The study of each of the facets of communication should give specific methods of communicative technology of social work.
Communication is first and foremost an interaction, a relationship. The parties to such a relationship are people, subjects of communication. At the heart of communication lies primarily their relationship to each other. Of course, it can be considered as communication, for example, and the relationship of man to nature (to the object, not to the subject). But “communication with nature”, if not a “literary way of expression”, then, most likely, marks a slightly different type of relationship. This type of "communication" does not have all the features of the communication process; cooperation of efforts and struggle, speech etiquette and psychological nuances, argumentation and criticism, persuasion and persuasion, and much more.
If the process of interaction between the subject and the object can be called communication, then only in an extremely narrow sense. Initially, by definition, communication is understood as the interaction of at least two equal in activity (or the possibility of activity) partners, the subjects of communication. Therefore, communication is a subject-subject interaction. If we reconstruct the communication scheme in the form of subject-object interaction, then it is obvious that the opposite sides of this process have too different characteristics.
Communication is the process of interaction between people. Being multifaceted, the communication process includes:
formation and development of personality;
development of society and public relations;
socialization of the individual;
creation and development of public ways of interaction between people;
socio-psychological adaptation of people;
exchange of emotions;
training, transfer of skills and abilities;
information exchange;
exchange of activities;
the formation of attitudes towards oneself, towards other people and towards society as a whole.

The subject of communication is such a characteristic that determines the meaningful nature of human interaction. Depending on what is the subject of communication, its content, the variety of types of communication increases: everyday, business, special-professional and general scientific, socio-political, etc. Given the organization of the communication process, the goals pursued by communication, the level of emotional mood on which it is implemented, one can speak of various ways of such interaction. Communication between people has many parameters, and changing each of them leads to one or another modification of this process.
A social worker must know these parameters, be able to set them, form them, and thereby be able to manage the process of communication. The transformation of knowledge about these characteristics of communication into the ability to use them in a conversation, conversation, dispute, interview, negotiation, that is, to master communication technology, is an important professional quality of a social worker.
One of the most important features of the activity of a teacher, sociologist, socionomist, philosopher and humanist in general is the ability to conduct a dialogue, organize the process of communication, communication. This dialogue can be in an individual-personal form and in the form of a social dialogue, expressing the process of forming public opinion, managing it. The ability to conduct a dialogue involves a number of specific professional skills.
A professional should be able to listen and understand, explain and prove, ask and answer, convince and convince, create an atmosphere of trust in a conversation and a businesslike attitude in an interview, find a subtle psychological approach to a client, resolve a conflict, relieve tension.
At the heart of all this lies the communicative technique of communication. Possession of it is an important sign of professional suitability. The theory of communication as an independent discipline does not exist. However, this does not mean that there are no methods of scientific analysis of human communication, various concepts, schools and trends.
The absence of a unified and integral scientific theory, apparently, reflects the fact that human communication is an extremely multifaceted process that takes place in different spheres and at different levels of social relations and is studied by various sciences: psychology and theoretical linguistics, general linguistics and social psychology, sociology and logic. , philosophy and pedagogy, as well as supplemented by research in such areas as rhetoric, theory and practice of argumentation, managerial management, mediatoring, polemology, techniques and methods of business communication, sociology of mass communications (mass media), the study and formation of public relations and relations ( public relations).
It is impossible to create a comprehensive theory of human communication, immersing in it all the nuances of the speech interaction of people. But it is possible and necessary to develop general principles and specific methods of communication, the language of communication, its logic, vocabulary, semantics, psychology, pragmatics and praxeology. These general principles of communication, which do not claim to be a single (or only) theory of communication, can be called a philosophy of communication.
Communication is the process of interaction and relationships of subjects (personalities, social groups), in which there is an interchange of activities, information, emotions, skills, abilities, as well as volitional contact.
There are many aspects to communication. The philosophical aspect of communication is connected with the understanding of the social status of the subjects of communication. Therefore, communication itself in philosophy is understood as the socialization of subjects (joining society, acquiring social values, fulfilling social roles, etc.). In such a process, the individual understands his qualities as social, socially significant, and in this respect becomes a personality. In the process of socialization, changing, the individual simultaneously changes the community he enters, supplementing it with his individuality.
The psychology of communication is the psychological characteristics of the moral climate of the community, its psychological stability, the dynamics of cohesion and disunity. Here, the parameters of cognitive (meaningful), emotional and volitional compatibility are decisive.
Communication has several meanings. Firstly, it is a way of communication (for example, air or water communications), secondly, it is a form of communication (for example, radio, telegraph, etc.), thirdly, it is the process of communicating information using technical means - means of mass communication (print, radio, cinema, television, etc.), and finally, fourthly, communication expresses an act of communication, a connection between two or more individuals, the communication of information from one person to another. This dictionary definition of the term shows that the last case is closest in meaning.
So, communication is not communication in all its complex and versatility, but only an act of communication. The definition of the term "communication" begins with the characteristics of multiple information systems for the transmission of human speech, signals and images. The term "communication" literally means a measure of "participation" (or "participation") in the process of consumption, exchange and use of information. But at the same time, being in a state of communication is not just about transmitting and receiving information. In the process of communication, a communicative community is formed. It is characterized by relations of unity, interconnection, exchange of interaction, mutual understanding, etc. It is such a community that can be legitimately defined as people who are in a relationship of communication.
According to this, it is possible to single out a number of characteristics that make up a professional portrait of a humanist in terms of his mastery of communication technology. These characteristics are called a communicative professiogram. A specialist in the field of theory and practice of communication should:
know speech etiquette and be able to use it;
be able to formulate goals and objectives of business communication;
organize and manage communication;
analyze the subject of communication, analyze the complaint, statement;
ask questions and answer them specifically;
master the skills and techniques of business communication, its tactics and strategy;
be able to conduct a conversation, an interview, a business conversation, a dispute, a debate, a discussion, a dialogue, a debate, a debate, a dispute, a round table, a business meeting, a team business game, negotiations, bidding;
be able to analyze conflicts, crisis situations, confrontations and resolve them;
have the skill to prove and substantiate, argue and convince, criticize and refute, reach agreements and decisions, compromises and conventions, make assessments and suggestions;
own the technique of speech, rhetorical figures, and techniques, be able to correctly build speech and other public speaking;
know speech and office etiquette and be able to use it;
be able to use the “word” to carry out psychotherapy, relieve stress, fear, adapt the client to the appropriate conditions, correct his behavior.
This is just a small fraction of purely professional skills, without which there is no and cannot be a professional.
As explained above, the term “communication” is rather ambiguous and has many variations. We will refer to such varieties: business conversation, conversation, discussion, interview, dispute, controversy, discussion, debate, debate, dispute, negotiations and bidding.
A conversation is always a communication, unless, of course, it is simply a story told by one person to another. But even in this case, the mechanisms of persuasion, opinion formation, building bridges for a future agreement should be used. We will consider the conversation as a contact method. It is inseparable from situational behavior, where, as they say, “they are met by clothes” (the way they behave, move, speak, manage their emotions, etc.), but they are “escorted by the mind” (according to the ability to succinctly and deeply present the problem, justify it, to formulate one's own judgment, raise an objection, etc.), Clearly meaningful goals, intuitive reasons and unconscious motives vary in the conversation.
In order to identify the dominance of certain accents, we will distinguish between conversation, conversation (in the proper sense of the word) and business conversation. Conversation is a form of situational contact. Even a brief exchange of remarks, questions and answers, opinions and assessments is the achievement of some situational agreement based on the exchange of information.
Usually the structure of situational contact is presented as follows:
Appeal.
Request (question, request for information or situation).
Answer (providing information or the required situation). Failure to provide a situation or information is also a response of a certain kind.
Concerted actions or situation (interaction) based on situational contact.
Undoubtedly, the purpose of situational contact is some concerted action (analogous to an agreement or contract). Therefore, all components of the conversation must be justified and motivated. Here you can highlight the prerequisites for the correct organization of the conversation. Two spheres clearly stand out among them: cognitive and affective.
The motivation and validity of the conversation is achieved by understanding all these components. The cognitive sphere is the sphere of knowledge and awareness. The first part of it says that it is necessary to be aware of: “Who am I?”, “Where am I?”, “What is my place in this situation?”. The second part is directly related to the awareness of the proper and desirable, necessary and possible. The main questions here are: “What do I want?”, “How is this possible?”.
The affective sphere implies the understanding that a conversation is a psychological contact. Therefore, it contains questions: “Who is he (she)?”, “What place does he (she) take?”, “What is my attitude towards him (her)?”. Based on the answer to the last question, the emotional and psychological plot of the conversation is formed. However, one should not think that the plot of negotiations in a conversation is simple. In all the external simplicity of conversation in the form of situational contact, many spontaneously developing events are hidden, and even some provoked incident.
In the first circle, which means the ratio of the cognitive and affective zones, the whole conversation is spinning. And its content essentially depends on the study of its segments. If in the first of them there is an excess of claims (who I want to introduce myself) over confirmation (who I really am), then such a conversation develops into an area that we will call "exposure". It is characterized by the fact that the subject of the conversation simply seeks to put himself in the light he needs. Diminishing claims in favor of evidence can range from self-deprecation to plain clowning. This sphere, in fact, is a measure of the relationship between what is and what should be in communication. It inevitably determines the content of the second segment, the setting of goals, as well as the subsequent characteristics of their motivation and the validity of the conversation.
Supplementing the characteristics of the conversation with the motivation of the form of address, the correlation between the chosen subject (object) and the subject of the conversation gives an idea that the conversation is not such a simple matter.
To begin with, there are different forms of conversations. There is a conversation of equal (in position) partners, colleagues, there is a conversation of partners who are not equal in position (boss and subordinate, teacher and student, etc.). In each case, the conversation has its own dramaturgy. If a conversation is a situational contact, then a conversation differs from a conversation in that it is a subject contact. To paraphrase, we can say that a conversation is a substantive conversation, and a conversation is a pointless conversation.
We are primarily interested in the mechanism of communication, which is implemented in a conversation as a form of communication between two subjects. A business conversation is a conversation with colleagues and partners, clients and customers, rivals and competitors.
The context of communication covers not only what is said and what is seen. It is wider, including in terms of time parameters. The space of the conversation also has a big impact on her process and her productivity. How, positively or negatively, does information affect self-perception and self-esteem? Is the signal benevolent or cold, clear or confusing, unambiguous or ambiguous, useful or useless, arouses sympathy or antipathy?
To conduct a successful conversation, you need to strive to learn as much as possible about the interlocutor, to “read” him. To know an interlocutor is, of course, not only to have information about him and his biography, character traits, tastes and habits, behavior and culture. It is also the ability to “read” it in the current situation.
Dispute as a type of business communication is widely used when discussing a controversial situation. In the study of the dispute, there are many opinions about its characteristics and nature. Often an argument is qualified as a procedure in which one proves that some thought is true, and the other - that it is erroneous. More strictly speaking, it can be stated that in a dispute there is such an exchange of opinions in which the opponent fights for defending his own thesis and refuting the thesis of the protagonist; the latter, on the contrary, proving his position, criticizes and protests the opponent's opinion. But at the same time, such a characterization of the dispute is not enough. And above all, because in a dispute the main goal is not to prove the truth of one's own thesis, but to assert one's own opinion, one's point of view on a particular controversial issue. And the reference to the ancient wisdom that truth is born in a dispute seems to be too strong a statement. Most often in a dispute, the proof of the truth, as they say, “does not smell”. In addition, often the dispute is conducted in disordered and unorganized forms. Disputants in most cases do not care about a detailed, complete and consistent proof of their positions, they shy away from any rules and principles (except their own, of course).
According to researchers, the concept of an exchange of opinions can be a generic concept of a dispute. In a dispute, the exchange of views is most often of a conflict nature. The main conceptual and compositional characteristics of a dispute as a type of business communication will be the following:
1. The subject structure of a dispute is characterized by the presence of at least two subjects, one of which is more appropriate to call a proponent, and the other an opponent.
2. The subjects of the dispute are equivalent in their role in the exchange of opinions, in the degree of activity, in the types and forms of direct and feedback with each other.
3. The subject of the dispute is a controversial provision, about which each party has its own opinion, called a position or a thesis.
4. The difference in the positions of the parties, expressed by opinions about the controversial situation, makes the dispute a discussion at the level of the phenomenon, and not at the level of essence. Therefore, any dispute is a rather superficial discussion of a controversial position.
5. The positions of the parties contradict each other and most often have an openly negative character.
6. The procedure for the exchange of opinions in accordance with the mutually exclusive characteristics of the theses is expressed in the struggle of opinions.
7. The struggle of opinions in a dispute reaches its highest form - a conflict or war of opinions, a feature of which is the proof by each side of the truth of its thesis and the falsity of the opponent's thesis. Accordingly, every argument in this type of argument is a negation of the opponent's argument. The nature of the discussion takes the form of a refutation, rejection, denial, rejection, elimination.
8. The subject field of discussion of a controversial issue is usually not clearly defined. Its vagueness is also due to the fact that the dispute is not about the essence, but about the phenomenon, about the surface characteristics of the subject. In fact, in a dispute, the struggle is not based, but opinions. A change in the subject field of discussion, as a rule, characterizes not its development, but various disordered and unpredictable metamorphoses.
9. A dispute as a type of business communication is not regulated either in procedural, spatial or temporal terms.
Discussion as a type of business communication is often identified with controversy and dispute. However, many researchers are inclined to believe that, unlike a dispute, a discussion does not lead to confrontation, does not separate, but unites. This shows the role of discussions in the development and creation of a scientific picture of the world. The signs of discussion are associated with organization, orderliness, collective activity to clarify the truth of each position submitted for discussion. The discussion usually tends to a comprehensive discussion of the subject of disagreement. And the means of discussion are not opinions, but well-founded positions.
Let us highlight the main features of the discussion as a type of communication.
1. The subject structure of the discussion is outwardly the same as in the dispute. But its subjects are represented not by the argumentator and addressee, not by the opponent and proponent, but by partners, co-authors in the collective discussion of the controversial situation.
2. The positions of the parties can be not only mutually exclusive, but also complementary to each other.
3. The purpose of the discussion is not to refute the opponent's thesis, but to establish the measure of truth and the measure of falsity of each (including one's own) thesis.
4. Discussion is characterized as a form of discussion at the level of essence.
5. Discussion of a controversial provision is connected with the comprehensiveness of the analysis, collective activity, and the formation of a common opinion.
6. In terms of procedure, the discussion is organized and regulated.
7. The subject field of discussion in the discussion develops under the influence of the process of exchange of views as the subject of disagreement becomes clear.
8. Discussion can be defined as a form of scientific cognitive activity.
9. In contrast to a dispute with its conflict and antagonism of opinions, the discussion tends to compromise, to bring theses under a common basis, clarify terminology, generalize methods and techniques, and formulate common positions. Controversy as a type of argumentation in communication differs from the previously considered varieties of communication. It expresses a kind of discussion characterized by irreconcilable grounds. Consider the main features of the controversy.
1. Controversy is a struggle, a conflict of opinions, growing to a contradiction, to clarifying the fundamental irreducibility of positions and their foundations.
2. In polemics, the means of struggle are opinions taken to the foundations of positions. If in a dispute confrontation is carried out on the basis of a conflict of opinions (that is, personal judgments about a disputed situation), then in polemic these judgments are justified by principles.
3. The meaning of the controversy lies in the fact that the struggle of opinions, brought to a conflict of grounds, is expressed in the form of a contradiction, and it characterizes positions that are fundamentally irreducible to each other. We can say that the polemic is an essential dispute of grounds that contradict each other.
4 If a dispute as a struggle of opinions consists in affirming and refuting (by any means) the opponent's thesis, in denying it, then controversy is a dialectical removal of it, the preservation of the positive aspects of the opposite side, and not a superficial bare refutation and rejection.
5. The qualification of controversy as the removal of opposites characterizes it as a certain form of development of ideas about the subject of discussion, about the controversial position, although usually it is not achieved by a compromise in the field of summing up theses under a common basis. The uncompromising nature of the controversy is due to the intransigence, the opposite of the grounds, their antagonistic nature.
6. Unlike a dispute, polemics are conducted in organized forms, but this organization does not make it related to discussion. The discussion usually proceeds in the form of conferences, symposiums, congresses. Controversy is more often regulated by agreements such as “round table”, political dialogue in the election campaign, “open tribune”, etc.
7. Controversy is presented as the most adequate form of discussion of issues of socio-political significance.
Dispute as a type of business discussion and communication in the literature are also often considered as equivalent concepts. The prevailing view is that these forms of discussion are forms of scientific dispute.
Let's name the distinctive features of the dispute:
1. A dispute is always a public dispute (a dispute can also be carried out in an interpersonal form).
2. The subject of the dispute as a public dispute is a scientific or socially significant problem.
3. According to the organizational structure, the dispute is characterized as a widely varied form of discussion:
public defense of theses, discussion and defense of social projects, defense of dissertations, etc.
4. In contrast to the discussion, the dispute not only clarifies the grounds, but also confirms the positions of the disputants. Often the last circumstance in the dispute is dominant.
Debate and debate as a kind of business communication and discussion of controversial provisions are intended for the exchange of views in public form (at a meeting, session, conference, etc.) on the provisions or theses expressed in a speech, report, speech or message. The purpose of the debate and debate is to clarify the attitude of the participants in the discussion to the general for all theses of the speech.
The subject structure of a message, lecture or report, expressed in the schematics of types of business communication, shows that their feature is that the argument-tor, acting as an active party, transmits information, communicates, formulates and justifies its own position. The passive side here is the addressee.
The dispute in structural and schematic terms is characterized by the fact that although the discussion takes place between two equal parties - the opponent and the proponent - through the theses, nevertheless, their direct communicative contact turns out to be an essential side of the dispute.

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Communicative activity of a social worker. Social and communicative development as an object of psychological and pedagogical study Communication skills in social work

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Introduction

Chapter 1. Theoretical study of communication as a condition for effective communication skills of the future social worker

1.1 The concept of communication in psychology, the functions of communication, its types

1.1.1 Definition of communication, approaches to understanding the term “communication”

1.1.2 Communication process: communicative, perceptual and interactive aspects of communication

1.1.3 Functions and levels of communication

1.1.4 Types of communication

1.2 Social work as a communicative profession

1.3 Theoretical foundations of communication in social work

1.3.1 Components of verbal communication

1.3.2 Components of non-verbal communication

1.3.3 Social perception in the professional activity of the future social worker

1.3.4 Active listening as a necessary element of communication of a future social worker

Chapter 2

2.1 Organization and course of the study

2.2 Analysis of the results

Conclusion

Bibliography

Attachment 1

Annex 2

Introduction

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Topic 16. Theoretical foundations of the communicative activity of a social worker

What else to read

THE LAST NOTES

Communicative activity of a social worker. Social and communicative development as an object of psychological and pedagogical study Communication skills in social work

Send your good work in the knowledge base is simple. Use the form below

Introduction

Chapter 1. Theoretical study of communication as a condition for effective communication skills of the future social worker

1.1 The concept of communication in psychology, the functions of communication, its types

1.1.1 Definition of communication, approaches to understanding the term “communication”

1.1.2 Communication process: communicative, perceptual and interactive aspects of communication

1.1.3 Functions and levels of communication

1.1.4 Types of communication

1.2 Social work as a communicative profession

1.3 Theoretical foundations of communication in social work

1.3.1 Components of verbal communication

1.3.2 Components of non-verbal communication

1.3.3 Social perception in the professional activity of the future social worker

1.3.4 Active listening as a necessary element of communication of a future social worker

Chapter 2

2.1 Organization and course of the study

2.2 Analysis of the results

Conclusion

Bibliography

Attachment 1

Annex 2

Introduction

Similar Documents

Topic 16. Theoretical foundations of the communicative activity of a social worker

What else to read

THE LAST NOTES

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