Rules for removing barriers to communication of various types. Psychological barriers in communication. Communication barrier "avoidance"

COMMUNICATION AS A PROCESS

1. Read the theoretical material and make a summary of this article.

2 . Based on the theoretical material, prepare to talk about the main mechanisms for assessing the behavior of the interlocutor.

3. Read material about microtechniques of communication. Prepare a summary of this question.

Question 1.

BARRIERS OF COMMUNICATION AND WAYS TO OVERCOME THEM

The significance of information plays a special role for each participant in communication, provided that it is not only accepted, but understood and comprehended. Communicative influence as a result of the exchange of information is possible when the participants in communication have unified system"encoding".

But, even knowing the meanings of the same words, people do not always understand them in the same way due to social, political, and age characteristics. As a result, there are communication barriers (communication barriers), i.e., psychological obstacles to the transmission and acceptance of information that cause misunderstanding of the interlocutors and, as a result, may create the prerequisites for their conflict behavior.

Communication barriers are social or psychological in nature. Social Barriers are created due to the lack of a common understanding of the situation, caused by deep socio-cultural differences that exist between partners (national, social, political, religious, professional, etc.).

Barriers of a psychological nature arise as a result of the individual psychological characteristics of those communicating or due to the psychological relations that have developed between them.

There are three forms of communication barriers:

barriers of misunderstanding. Often the source of information is trustworthy, authoritative, but the information "does not reach" (we do not hear, we do not see, we do not understand). Why is this happening and how can these problems be solved?

Usually, four barriers of misunderstanding are distinguished: phonetic (phoneme - sound), semantic (semantics - the semantic meaning of words), stylistic (stylistics - presentation style, conformity of form and content), logical.

1. Phonetic barrier of misunderstanding occurs when:

They speak foreign language;

Use a lot of foreign words or special terminology;

They speak quickly, indistinctly and with an accent.
It is possible to overcome the phonetic barrier with:

Intelligible, legible and loud enough speech, without tongue twisters;

Taking into account the audience and the individual characteristics of people (the worse a person knows the subject of discussion, the slower you need to speak, the more you need to explain; people of different nationalities speak at different speeds: in the north and in the middle lane - slower, in the south - faster, small children and the elderly badly perceive fast speech, etc.);

The presence of feedback from the interlocutor, with the audience.

2. Semantic barrier of misunderstanding arises when the language is phonetically "ours", but according to the transmitted meaning "foreign". Why? Firstly, because any word usually has not one, but several meanings, secondly, the "semantic" fields are different for different people, and finally, thirdly, slang words are often used, secret languages that are often used in any group images, examples. For example, the meaning of the words "pen", "cabbage" and others in thieves' jargon differs significantly from the true meaning.

The barrier most often arises because we usually proceed from the fact that "everyone understands how I do", but meanwhile it would be more correct to say the opposite - "everyone understands in his own way."

To overcome this barrier it is necessary:

Speak as simply as possible;

Agree in advance on the same understanding of some keywords, concepts, if you need to explain them at the beginning of the conversation.

3. Stylistic barrier of misunderstanding. A person is obliged to understand and, therefore, reflect in some kind of response or action only that verbal appeal that is subject to the established grammatical structure. Otherwise, when there is a mismatch between form and content, a stylistic barrier arises.

In other words, if the style of presentation is inappropriate, too heavy, too light, in general, does not correspond to the content, then the listener does not understand it or refuses, does not want to understand.

With certain reservations, it can be recognized that style is the relation of the form of a message to its content. Therefore, the main thing when overcoming this barrier is to correctly structure the transmitted information.

4. The logical barrier of misunderstanding. If a person, from our point of view, says or does something contrary to the rules of logic, then we not only refuse to understand him, but also emotionally perceive him negatively. At the same time, we implicitly assume that there is only one logic - the correct one, that is, ours.

However, it is no secret to anyone that there are different logics: female, childish, age, etc. Each person thinks, lives and acts according to his own logic, but in communication, unless these logics are correlated or if a person does not have a clear ideas about the partner's logic, a barrier of logical misunderstanding arises.

Overcoming the logical barrier is possible:

Considering the logic and life position interlocutor. To do this, it is necessary to roughly imagine the position of the partner, the interlocutor (who he is, what he came with, what positions he takes, etc.), as well as individual and social role characteristics, since the acceptability or unacceptability of this or that logic for the partner mainly depends from its original direction;

With the right reasoning.

Exist different kinds argumentation:

1) increasing - the strength of the arguments increases by the end of communication. It is advisable to apply to it with a high interest in the conversation of the interlocutor and with his high educational level;

2) decreasing - the strength of the arguments weakens towards the end of the message. It is advisable to turn to it if necessary to arouse attention and interest, even with a low educational level;

3) one-sided - only positive or only negative arguments follow. It is advisable to turn to it when it is necessary to strengthen the views and ideas that people already have, when the positions of the parties are similar, when the object of influence has a low educational level;

4) two-sided - various - both positive and negative - arguments are used. It is advisable to refer to it when the listener, the interlocutor is indifferent or negatively disposed to the perception of this information, i.e., the arguments contradict his prevailing ideas, attitudes, when the interlocutor has a high educational level.

Thus, communication barriers are not the result of a conscious, arbitrary and directed protection from the impact of information. Their action is contradictory.

The barrier system is a kind of automated security - when a security alarm is triggered, the approaches to a person are automatically blocked. Otherwise, the human brain and psyche simply could not withstand the collapse of information. However, sometimes barriers play a negative role.

For example, heavily stated, but the necessary information is not perceived or is perceived with distortions, incompletely. A person who knows the solution but lacks authority may not be heard. This contradiction can be resolved by knowing the socio-psychological characteristics of these barriers and ways to overcome them.

Socio-cultural barriers,(leading to a different interpretation of the concepts used in the process of communication).

Relationship barriers(dislike, distrust of the communicator, which extends to the information transmitted by him).

Any information coming to a person carries one or another element of influence on his behavior, opinion and desire with the aim of their partial or complete change. Not every person wants these changes, as they can disrupt his self-image, way of thinking, relationships with other people, peace of mind.

Accordingly, a person can resist receiving information that is undesirable for him, defending himself both from the source of information and from the message itself. Protection from information can manifest itself in the form of barriers of avoidance and barriers of authority and barriers of misunderstanding (the individual avoids contacts with certain people, does not listen to the interlocutor, uses any pretext to stop it) or a kind of “misunderstanding” of the message itself (this is how, for example, an avid smoker for information about the dangers of smoking).

1. authority barrier. Dividing all people into authoritative and non-authoritative, a person trusts only the first and refuses to trust others. Thus, trust and distrust are, as it were, personified and depend not on the characteristics of the transmitted information, but on the one who speaks. For example, the elderly do not listen well to the advice of the young.

Social position (status), from belonging to a real "authoritative" group. Psychologist P. Wilson showed the same man to students of different college classes. In one audience, the psychologist presented this man as a student, in the second - as a laboratory assistant, in the third - as a teacher, in the fourth - as an assistant professor, in the last - as a professor. After the guest left, they were asked to determine his height and the height of the experimenter as accurately as possible. It turned out that the height of the stranger steadily increased as his social status increased, while the height of the psychologist did not change;

Attractive appearance(a neat hairstyle, combed, ironed, silhouette, colors, buttoned up, shaved, etc.);

Friendly attitude to the addressee of the impact (smile, friendliness, ease of handling, etc.);

competencies;

Sincerity, and if the listener trusts the speaker, then he perceives and remembers the conclusions very well and practically does not pay attention to the course of reasoning. If there is less trust, then he is cooler about the conclusions, but he is very attentive to the arguments and the course of reasoning.

2. Barrier of avoidance. A person avoids sources of influence, avoids contact with the interlocutor. If it is impossible to evade, then he makes every effort not to perceive the message (inattentive, does not listen, does not look at the interlocutor, uses any pretext to end the conversation). Sometimes they avoid not only sources of information, but certain situations (for example, the desire to close their eyes while watching "terrible places" from horror films).

How to overcome this barrier?

Most often, the barrier of avoidance appears in varying degrees of inattention. Therefore, only by controlling the attention of the interlocutor, the audience, it is possible to overcome this barrier.

The main thing is to solve two interrelated problems:

To draw attention;

Hold attention.

Our attention is most influenced by the following factors: the relevance and importance of information, its novelty, non-standard presentation, surprise, intensity of information transfer, sonority of voice and its modulation.

How to attract attention?

This allows you to do three main methods:

- receiving a neutral phrase. At the beginning of a speech, a conversation, a phrase is uttered that is not directly related to the main topic, but for some reason it certainly has meaning, meaning, value for the interlocutor or for all those present (where you come from, the last movie you watched, the program, the book you read, hobbies and others);

- attraction reception. The speaker pronounces something in a way that is difficult to perceive, for example, very quietly, monotonously or unintelligibly, and the listener has to make special efforts to at least understand something. These efforts require concentration. As a result, the speaker, as it were, "lures" the listener into his "nets". In other words, the speaker provokes the listener to apply methods of concentration of attention himself, and then uses them;

-receiving eye contact. The speaker looks around the audience, looks intently at someone, fixes several people in the audience with his eyes and nods to them, etc.

Equally important is the problem of maintaining attention. It can be solved using a number of tricks:

- reception of isolation(when they take the interlocutor aside, retire, close the doors and windows in the lecture halls, make remarks to the speakers. That is why the speaker disturbs the lecturer more than the sleeper);

- pacing technique(a constant change in the characteristics of voice and speech, i.e., speaking either louder, then quieter, then faster, then slower, then expressively, "with pressure", then patter, neutrally, the speaker, as it were, imposes on the interlocutor his sequence of switching attention). This technique eliminates the monotony of the sound;

- accent technique(the use of various official phrases designed to attract attention, such as "Please pay attention ...", "It is important to note that ...", "It must be emphasized that ..." and etc.).

Burnasheva Dinara

The purpose of this work- identify communication barriers in business communication and describe ways to overcome them.

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Communication barriers and ways to overcome them

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2. Techniques for overcoming poor communication

Conclusion

Bibliography

Introduction

We are all constantly in situations of communication - at home, at work, on the street, in transport; with loved ones and total strangers.

And, of course, great amount contacts that a person enters into every day requires him to fulfill a number of conditions and rules that allow him to communicate while maintaining personal dignity and distance in relation to other people.

Communication is characteristic of all higher living beings, but at the human level it acquires the most perfect forms, becomes conscious and mediated by speech. There is not even the shortest period in a person's life when he would be out of communication, out of interaction with other subjects.

In communication, the following are distinguished: content, purpose, means, functions, forms, sides, types, barriers. Our study is devoted to the definition of the latter concept.

The relevance of the problem of "barriers" to communication is due to a number of factors. First of all, the presence and expansion of the sphere of influence of such species professional activity, the existence of which is associated with a system of relationships "man-man". Obviously, in the field of business, pedagogy, engineering, etc. it is impossible to effectively carry out activities in difficult relationships. Developing and solving the problem of "barriers" has practical value to improve the efficiency of communication and joint activities. Recognition of "barriers" in the early stages of their manifestation contributes to the optimization of joint activities.

Object of study– communication barriers

Subject of study - ways to overcome communication barriers

The purpose of this work- identify communication barriers in business communication and describe ways to overcome them.

The work tasks include:

1. Substantiate the features of communication barriers

2. Determine ways to overcome these barriers.

The structure of the work includes traditionally two chapters, as well as an introduction and a conclusion. The first one provides a theoretical justification for the causes of the emergence of communication barriers due to the nature of business communication, their types are listed.

The second chapter is devoted directly to the methods of overcoming barriers and the interpersonal conflict that arises as a result. A list of used literature is placed at the end.

1. Communication barriers - main aspects

1.1 The concept of communication barriers and the main reasons for their occurrence

Communications are connections between functions, divisions of the management system, between people. Communications - interactions, bilateral efforts, without which it is impossible Team work, this is the first condition for the existence of any organization.

The implementation of communications is a connecting process necessary for any important managerial action - planning, organization, motivation, control, decision-making.

In the process of communication, various kinds of obstacles or barriers can arise.

A communication barrier is a psychological obstacle to adaptive information between communication partners.

During the dialogue of people of different nationalities, for example, a language barrier may arise, and during the passage of a radio signal, radio interference.

In communications between the leader and the subordinate, status differences between the leader and the subordinate, or the desire to hear only what one wants to hear, can serve as obstacles and barriers. In a conversation, distractions, misinterpretation of the information received by the recipient, and semantic problems (giving different meanings to the same words) can be an obstacle. All interference and barriers distort the transmitted signal, so it is important for the communicator to make sure that the information is correctly understood by the recipient. To do this, a feedback channel is included in the communication system. In a conversation, a feedback channel can be, for example, a brief retelling by the recipient of what he heard. With the help of feedback, the communicator can evaluate how effectively the communication is being carried out.

Conventionally, the following reasons for the emergence of barriers in communications can be distinguished:

the complexity of the content of the message (associated with speech, words, gestures, body movements);
unfamiliarity and complexity of the message form;
problems with the means of transmission of the message;
bad Feedback;
delay of information and others.

1.2 Classification of communication barriers

In the process of business communication, at least three communication barriers and their various modifications may occur:

"authority";
"avoidance";
"misunderstanding".

The first two provide protection from the source of information, the last - protection from the message itself.

Dividing all people into authoritative and non-authoritative, a person trusts only the first and refuses to trust others. Thus, trust and distrust are, as it were, personified and depend not on the characteristics of the transmitted information, but on the one who speaks. For example, the elderly do not listen well to the advice of the young.

social position(status), from belonging to a real "authoritative" group. Psychologist P. Wilson showed the same man to students of different college classes. In one class, the psychologist presented this man as a student, in the second - as a laboratory assistant, in the third - as a teacher, in the fourth - as an assistant professor, in the last - as a professor. After the guest left, the students were asked to determine his height and the height of the experimenter as accurately as possible. It turned out that the height of the stranger steadily increased as his social status increased, while the height of the psychologist did not change. Interestingly, the gap in the growth of a stranger from the first to the last class was 14-15 cm;
attractive appearance(whether the hairstyle is neat, combed, ironed, shaved, fastened with all buttons, etc.);
friendly attitudeto the addressee of the impact (smile, friendliness, ease of handling, etc.);
competencies;
sincerity , and if the listener trusts the speaker, then he perceives and remembers the conclusions very well and practically does not pay attention to the course of reasoning. If there is less trust, then he is cooler about the conclusions, but he is very attentive to the arguments and the course of reasoning.

1.2.2. Communication barrier "avoidance"

A person avoids sources of influence, avoids contact with the interlocutor. If it is impossible to evade, then he makes every effort not to perceive the message (inattentive, does not listen, does not look at the interlocutor, uses any pretext to end the conversation). Sometimes they avoid not only sources of information, but also certain situations (for example, the desire to close their eyes while watching "terrible places" from horror films).

How to overcome this barrier? It has been established that most often the barrier is caused by one or another degree of inattention. Therefore, only by controlling the attention of the interlocutor, the audience, you can overcome this barrier. The main thing is to solve two interrelated problems:

to draw attention;
keep attention.

You can grab attention using three basic techniques. These include:

reception of the "neutral phrase".At the beginning of a speech, a conversation, a phrase is pronounced that is not directly related to the main topic, but for some reason it certainly has meaning, meaning, value for the interlocutor or for all those present (where you come from, the last movie you watched, a TV show, a book you read, hobbies and etc.);
reception of "enticement".The speaker says something that is difficult to understand, such as speaking very quietly, in a monotone, or unintelligible, and the listener has to make special efforts to at least understand something. These efforts require concentration. As a result, the speaker, as it were, "lures" the listener into his "nets". In other words, the speaker provokes the listener to apply methods of concentration of attention himself, and then uses them;
receiving eye contact.The speaker looks around the audience, looks intently at someone, selects a few people in the audience and nods to them, etc.

No less important is the problem of maintaining attention. It is solved by a number of techniques. The most important of them are the following:
reception of "isolation":when they take the interlocutor aside, retire, close the doors and windows in the lecture halls, make comments to the speaker. That is why the speaker disturbs the lecturer more than the sleeper;
"Rhythm Imposing" technique:constant change in the characteristics of voice and speech, i.e. sometimes speaking louder, sometimes quieter, sometimes faster, sometimes slower, sometimes expressively, “with pressure”, sometimes quickly, sometimes neutrally, the speaker, as it were, imposes on the interlocutor his sequence of switching attention. This technique eliminates the monotony of the sound;
"accent" method:the use of various official phrases designed to attract attention, such as “Please pay attention”, “It is important to note that ...”, “It must be emphasized that ...”, etc.

1.2.3. Communication barrier "misunderstanding"

Often the source of information is trustworthy, authoritative, but the information “does not reach” (we don’t hear, we don’t see, we don’t understand). Why is this happening and how can these problems be solved?

There are usually four barriers to misunderstanding:

phonetic (phoneme - sound),

semantic (semantics - the semantic meaning of words),

stylistic (stylistics - style of presentation, conformity of form and content),

logical .

Phonetic barrier of misunderstanding

Occurs in the following cases:

when they speak a foreign language;
use a large number of foreign words or special terminology;
when they speak quickly, indistinctly and with an accent.
To overcome the phonetic barrier, you need:
intelligible, legible and loud enough speech, without tongue twisters;
taking into account the audience and the individual characteristics of people (the worse a person knows the subject of discussion, the slower you need to speak, the more you need to explain, people of different nationalities speak at different speeds: in the north and in the middle lane - slower, in the south - faster; small children and the elderly badly perceive fast speech, etc.);
the presence of feedback with the interlocutor, with the audience.

Semantic barrier of misunderstanding

It occurs when the language is phonetically “ours”, but according to the transmitted meaning “foreign”. This is possible for the following reasons:

any word usually has not one, but several meanings;
"semantic" fields are different for different people;
slang words, secret languages, images often used in any group, examples are often used (for example, the meaning of the words "feather", "cabbage", etc. in thieves' jargon differs significantly from the true meaning).
The emergence of a barrier can be explained as follows: we usually proceed from the fact that "everyone understands how I do", but meanwhile it would be more correct to say the opposite - "everyone understands it in their own way."
To overcome the semantic barrier it is necessary:
speak as simply as possible;
agree in advance on the same understanding of some key words, concepts, terms, if you need to clarify them at the beginning of the conversation.

Stylistic barrier of misunderstanding

It arises when a person is obliged to understand and reflect in some answer or action only that verbal appeal that is subject to an established grammatical structure. Otherwise, when there is a mismatch between form and content, a stylistic barrier arises.

In other words, if the style of presentation is too heavy, too light, in general, does not correspond to the content, then the listener does not understand it or refuses, does not want to understand. The main thing when overcoming the stylistic barrier is to correctly structure the transmitted information.

There are two basic rules for structuring information in communication: the frame rule and the chain rule.

frame rule based on the operation of psychological lawmemory work , discovered by the German psychologist G. Ebbinghaus (this law is often called the "series factor"). Its essence is that the beginning and end of any information series, no matter what it consists of, is stored in a person’s memory better than the middle.

The frame in communication is created by the beginning and end of the conversation. For the effectiveness of communication, the upcoming conversation, conversation, it is advisable to first indicate the goal, prospects and expected results of communication, and at the end of the conversation - to summarize, show a retrospective and note the degree of achievement of goals. Moreover, in primary communication, the most important part is the beginning, and in repeated business communication, the end of the conversation. In the second case, people are not so interested in how the negotiations went, the conversation, as in how they ended.

chain rule based on the assumption that the content of communication cannot be a formless heap of various information, it must be somehow built, connected in a chain, "listed". Any chain, ordering, linking, organizing content, like a frame, performs two tasks at once: firstly, it improves memorization, and secondly, it helps to structure information in accordance with the interlocutor's expectations.

The following enumeration options are possible:

simple enumeration - “firstly, secondly, thirdly ...”;
ranking - “first about the main thing, now about the constituent elements, finally, less significant ...”;
logical chain - “if this is that, then it can be assumed that ..., and therefore ...”. The logical construction of the message should lead the interlocutor from drawing attention to interest, from interest to the main points, from the main points to objections and questions, from objections and questions to the conclusion, and from the conclusion to the call to act.

barrier of logical misunderstanding

Arises if a person, from our point of view, says or does something contrary to the rules of logic. Then we not only refuse to understand him, but also emotionally perceive his words negatively. At the same time, we implicitly assume that there is only one logic - correct, i.e. our.

Each person thinks, lives and acts according to his own logic, but in communication, unless these logics are correlated or if a person does not have a clear idea about the partner’s logic, a barrier of logical misunderstanding arises.

Overcoming the logical barrier is possible under the following conditions:
taking into account the logic and life position of the interlocutor. To do this, it is necessary to roughly imagine the position of the partner, the interlocutor (who he is, what positions he takes, etc.), as well as individual and social role characteristics, since the acceptability or unacceptability of this or that logic for the partner mainly depends on his initial orientation ;
correct reasoning.

Thus, communication barriers are not the result of a conscious, arbitrary and directed protection from the impact of information. Their action is contradictory.

The system of barriers is like automated security: when the security alarm is triggered, the approaches to the person are automatically blocked; otherwise, the human brain and psyche could be traumatized by the content or volume of information.

However, sometimes barriers play a negative role. For example, heavily stated, but the necessary information is not perceived or is perceived with distortions, incompletely. A person who knows the solution but lacks authority may not be heard. This contradiction can be resolved by knowing the socio-psychological characteristics of the listed barriers and ways to overcome them.

2. Methods for overcoming poor communication

2.1 Rules and principles of construction effective communication

All "barriers" and errors are negative factors that hinder the implementation of the communication function, in order to increase the effectiveness of which it is necessary to overcome them.

There are general rules and principles for building effective communications.

Most general rule- do not start transferring the idea until it becomes completely clear to oneself.

The rule of "constant readiness for misunderstanding" and the assumptions for the performers of the "right to misunderstand". The leader is often mistaken, believing that it is impossible not to understand. However, the variety of "barriers" often leads to incomplete and inaccurate understanding.

Specificity rule. Do not use ambiguous, vague expressions and words, overload messages with professionalism.

Control rule for non-verbal signals. It is necessary to control facial expressions, gestures, intonation, posture.

destination rule. We must try to speak in the language of the interlocutor,

taking into account his level - life, professional, cultural and educational.

The rule of "own wrong". It is necessary to admit the fallacy of a personal point of view.

Rule of place and time. The effectiveness of guidelines increases with their timeliness and the choice of the most favorable environment in which they are implemented.

The rule of active and constructive listening, the rule of feedback. There are a number of principles for providing effective feedback, which are specific means of implementing the communicative function. Effective Feedback:

should be aimed at studying the actions of members of the organization;
constructive, and thanks to it, the recipient is informed of ideas that are useful to him;
detects a trend towards specificity, pinpointing exactly what is wrong and what specifically needs to be done to fix it;
is immediate;
is based not so much on an assessment of what was said (good or bad), but on a statement of what should (or should not) be done;
useful to a member of the organization to the extent that it provides him with ways to improve work;
characterized by the timeliness of receipt to the employee, giving him the opportunity to make improvements in his actions;
in order for feedback to be effective, members of the organization must be willing and ready to accept it;
must be clearly expressed in such a way as to be understandable to the recipient;
must be reliable.

Also in management theory, there are three most general principles effective communication: clarity, integrity and strategic use of the informal organization.

Compliance with these rules and principles contributes to the implementation of the communication function in management activities defines its content and specifics.

Conclusion

So, summarizing all of the above, we can highlight the following points.

Communication is the connecting process required for any important management action. In the course of communication, various barriers can arise. These are obstacles and obstacles that distort the original meaning of the message, interfere with a constructive and competent dialogue.

There are two main types of barrier - objective and subjective. Physical noise, bad telephone communications, slow Internet during an online conference - all this refers to objective barriers independent of the subjects of communication. Subjective barriers are more varied. It is possible to single out such types of subjective barriers as: semantic, perception barrier, incorrect feedback, inability to listen and others.

If we talk about business communication or organizational communication, then the following types of barriers can be distinguished: message distortion, information overload, unsatisfactory organizational structure.

Effective communication can be called the one in which the influence of barriers is reduced to a minimum. Overcoming communication barriers is carried out in various ways, such as: removing all objective barriers, using the most understandable vocabulary to the interlocutor, avoiding complex or professional terminology, formulating the message as clearly and clearly as possible, determine the success of the context of a particular communication situation, regular feedback.

Thus, communication barriers inevitably lead to inefficient management of the organization and interfere with the work of the manager if measures are not taken to eliminate them in time.

List of sources used

Business conversation. Business Etiquette: Textbook for university students / Author-compiler I.N. Kuznetsov.- M: UNITY-DANA, 2008.
Panfilova A.P. business communication in professional activities. - St. Petersburg: Knowledge, 2001.
Borozdina G.V. Psychology of business communication: Textbook. - 2nd edition. - M.: INFRA-M, 2003.
Dorofeev V.D., Shmeleva A.N., Shestopal N.Yu. Management. - Moscow: "INFRA-M", 2008.
www.aup.ru
www.dic.academic.ru
Leontiev D. Psychology of freedom: to the formulation of the problem of self-determination of personality // Psychological magazine, 2000, vol. 21, 1
Morozov A. Psychology of influence St. Petersburg: Peter, 2000.
Obozov N.N. Psychology of interpersonal relations. K., 1990
Povarenkov Yu. Psychological content of the professional development of a person M .: URAO, 2002.
Rean A. Social pedagogical psychology St. Petersburg: Peter, 2000.

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How to understand that there is a barrier in communication?

Of course, being inside the situation, it is not difficult to do this. In the process of difficult communication, we experience discomfort, distrust of a partner, we cannot open up, show emotions, we don’t know what to say - in general, such communication cannot be called easy. However, if we need to assess the presence of psychological barriers, then knowing how people behave in a situation of difficult communication will be very useful.

In the role of such an external indicator is our non-verbal. Hostility, craving for power and dominance, insincerity and the desire to stand out are especially clearly manifested in it. This manifests itself as follows:

The first is eye contact. It is usually rare, non-intense, and sometimes completely absent.

Second is the pose. Feeling difficulties in communication, people often take either unnatural, angular and tense postures, or vice versa, inadequately relaxed, sometimes even lax. Very often, the position of the body is closed (crossed arms, legs, the body turns away from the interlocutor) or “elevated” (the desire to sit higher, look down at the interlocutor).

Thirdly, gestures. As a rule, they are sharp and intense, which is also unnatural. The desire to hide the hands (for example, in pockets or behind the back), clench the hands into fists, “grab” or take up more space due to posture and gestures is clearly expressed. This may be interspersed with private touching of oneself and the other.

Fourth, facial expressions. The face often expresses tension. Facial expressions are strange - for example, the mouth can smile, but the eyes remain motionless. In general, the face is characterized by expressions that demonstrate distrust and hostility towards the interlocutor, as well as contempt and anger.

Of course, a person experiencing communication difficulties does not always behave in this way. These are only the most typical and striking markers, and from them one can conclude not only that there are barriers in the interaction, but also about the interlocutors themselves - about their attitude towards each other and about their goals and guidelines in communication.

Ways to overcome barriers in communication.

After analyzing the studied literature on the designated problem, andknowingclassification of barriers in communication, their characteristics, it is possible to determine ways to overcome them.

Thus, in order to overcome barriers in communication it is necessary:

Take care of your appearance. This does not mean that you should always look like a movie star on the red carpet. On the contrary, in many situations it will be pretentious and unnatural. Appearance should evoke sympathy. This is facilitated by accuracy, tidiness and the ability to wear those things that really go.

Take into account the characteristics of the interlocutor: his age, gender, upbringing, character and views. Choose the manner of communication in accordance with the situation and people.

Try to put yourself in the place of a communication partner and try to understand his point of view. The best way to deal with communication barriers is to allow the other person to be different and different from you, and to try to understand their position, even if you do not agree with it.

Train empathy and sensitivity. This, accordingly, is the ability to empathize with other people and feel what is happening to them to the smallest changes in the state. These two traits are the key to success in communication.

Expect from partners what they can give you, real things that match their characteristics. Tell them about your expectations.

Do not try to fully meet the expectations of your partner. It is better to be natural to the maximum, but taking into account the interlocutor and social norms.

Watch your words. Messages should be logically connected, contain information of interest to the interlocutor and rely on something in common - for example, a common understanding of the meaning of words or some kind of minimal shared memory. Speech should be understandable to the interlocutor both in the literal sense and in the sense of matching his horizons.

Be open and honest about your thoughts, feelings and expectations. If you are asked about something, and you are already sure of your refusal, it is better to voice it right away. So neither you nor the interlocutor will lose time and resources.

Apply the “side view” technique. Sometimes, in order to understand something (for example, to realize what specifically interferes with your communication with your partner), you need to look at the situation from the outside, describe it in abstract words without introducing your emotions and personal characteristics.

Respect your communication partner. Even if he annoys you incredibly, you need to show imagination and find something that will make you respect him. It can be some little thing, for example, his manner of highlighting individual words with intonation. Or something more serious - for example, a very rude person in communication, who at the same time spends half of his income on charity. In any person, you can find something good and worthy of respect, and if this does not work out, then you should think about it - do you really need this communication?

Conclusion.

Unfortunately, in life there is no such thing that you can communicate without barriers only with pleasant people. As a rule, we all somehow find ourselves in situations where these difficulties arise. The task facing us at this moment is to feel the barrier, determine its type and apply the method that most effectively eliminates it. In fact, communication barriers are only an obstacle until we think about how to overcome them. More practice, attention to the interlocutor, sincere interest in what you are told, and half the problem will be solved!

Bibliography

Antsupov A. Ya., Shipilov A. I. Conflictology.- M.: UNITI. 1999.

Bodalev, A.A. Formation of the concept of another person as a person / A.A. Bodalev. - L., 1970.

Vasilyuk, F.E. Psychology of experience. Analysis of overcoming critical situations / F.E. Vasilyuk. - M., 1984.

Fundamentals of conflictology. / Ed. Kudryavtseva V. N. - M .: Jurist, 1997.

Parygin, B.D. Anatomy of communication: Proc. allowance / B.D. Parygin.
- St. Petersburg: Publishing House of Mikhailov V.A., 1999.

Workshop on socio-psychological training / Ed. B.D. Parygin. – Ed. 2nd, rev. and additional - St. Petersburg, 1997.

Tannen, D. You don't understand me! / D. Tannen. - M., 1996.

Whiteside, R. What the faces are talking about / R. Whiteside. - St. Petersburg, 1999

Reader in social psychology. / Ed. Kutasova T.V. - M.: MGU. 1994.

Tsibulskaya M.V. and others. Conflictology. - M.: MGIESI, 1998.

In the process of communicating people with each other, various difficulties arise that prevent effective communication. In psychology, these obstacles are called psychological communication barriers. Any psychological barrier is always a protection against any information that is undesirable for a person. Psychological barriers to communication arise when one or another structural element falls out of the general structure of the communicative process and severely block interpersonal communication.

Communication barrier- This is a socio-psychological phenomenon that manifests itself as a result of a person experiencing the difficulties of communication.

In psychology, there are various types of psychological barriers to communication.

1. Barriers to the perception of another person, people, information, situations. The communicative barrier of perception arises due to the fact that general properties and patterns of perception operate - selectivity, orientation, and others. As a result, the perceived information is distorted.

2. Barriers to understanding another person, people, situations, information are features of individual intellectual activity based on a variety of knowledge and experience of the individual.

M.R. Bityanova identifies the following types of communication barriers that prevent the perception and understanding of information by people entering into communication: phonetic, semantic, stylistic, logical, sociocultural and relationship barriers.

Phonetic barrier arises when the rate of speech, emotional coloring, diction features, or any other extra- and paralinguistic characteristics of speech do not allow adequate perception of its content. This barrier always arises in situations where people speak different, unfamiliar languages.

Semantic (semantic) barriers understanding of perceived information arise due to differences in knowledge of the meanings of the words, symbols, etc. used and the ability to understand their situational meaning.

A semantic (semantic) barrier arises when one of the communicators uses jargon or slang expressions in his speech that are not clear to other participants in the act of communication. Jargon and slang are systems of speech that are used in certain social groups society. There is professional jargon, youth slang, criminal jargon, and so on. Medical workers in everyday communication with each other often use their professional jargon words and expressions, but the use of such words in communication with the patient and / or his relatives creates a semantic communication barrier and is ethically unacceptable.

In a broad sense, the semantic communication barrier is an inadequate understanding of the meaning and meaning of the transmitted information. Each word and expression has a specific meaning and meaning, which should be used by the participants in communication in the same way. The correlation of meanings and personal meaning was deeply studied in the works of A.N. Leontiev. “Unlike meanings, personal meanings ... do not have their own “supra-individual”, their own “non-psychological” existence. If external sensibility connects meanings in the consciousness of the subject with the reality of the objective world, then personal meaning connects them with the reality of his very life in this world, with its motives. Personal meaning creates the partiality of human consciousness. Personal meaning, i.e. Of particular importance for a person is that which connects the goals of the activity with the motives for its implementation, that in which his needs are embodied. One and the same word, action, circumstance can have a different meaning for different people. Use of metaphors, allegories, aphorisms, sayings, figurative expressions, etc. carries the risk of misunderstanding the meaning of the information that the communicator wants in this moment pass on to the interlocutor.

Stylistic barrier arises under the condition of untimely, inappropriate use of words and expressions. The speech of the health worker and his behavior become inappropriate in cases of violation ethical standards, manifestations of tactlessness, indifference, disregard for the interests and psychological state of patients and / or their relatives. Addressing an elderly or senile patient using the words "grandmother", "grandfather" can be regarded by the patient as familiar, disrespectful and will create a stylistic communicative barrier in communication.

barrier of logical misunderstanding is a consequence different levels education, features of thinking and intelligence. The logic of the patient's reasoning and medical worker can be different even when discussing simple issues of a diagnostic, treatment, rehabilitation or preventive nature. Differences in the characteristics of education and the level of intelligence can be different, including a higher level in the patient compared to the level of the health worker. This communication barrier can only be overcome by constant self-improvement, professional qualifications, psychological competence of a medical worker.

Sociocultural communication barriers arise when communicating with people of certain professions, nationalities, gender, age, social status, religious affiliation. These barriers are overcome by a critical attitude towards social stereotypes and prejudices existing in society and by strict observance of professional ethical standards.

Communication barrier of relationships arises due to the fact that a person in the process of perception and cognition of other people develops a certain attitude towards them, which reflects his subjective assessment of the people being known. This attitude towards the participants of communication, both positive and negative, always affects the perception and understanding of the information transmitted by this person, especially in the case of excessive emotional manifestation of this attitude.

The psychological characteristics of a person in the process of communication become barriers to people's perception, understanding and knowledge of each other, the establishment of stable constructive relationships. Such features include those that, for the better or the worst side distinguish a person from the general mass of other people. Talented, extraordinary personalities often have non-standard forms of behavior, which is perceived by others as a violation established order, neglect of existing social norms and creates communication difficulties. The perception of everything new, unusual requires from the individual the flexibility of thinking, the ability to overestimate one's values, change ideas and beliefs, the need to learn new things and enrich one's own life experience. The perception and understanding of information in the process of communication depends on the ability to accurately convey its meaning using verbal, non-verbal and mediating means of communication, i.e. from the communication skills of the individual.

The negative qualities of a person, manifested in communication with other people, greatly complicate the process of communication and lead to conflicts. Selfish orientation of the personality, high self-esteem, infantilism, emotional imbalance, etc. always become a psychological barrier in understanding other people and constructive communication with them.

Communication style, i.e. the psychological position that the participants in the act of communication take in relation to each other determine the psychological boundaries and barriers of this process. An authoritarian, directive style of communication involves the use of the form of an order when transmitting information of various contents. Such forms of expressions as “Bring it!”, “Shut up!”, “Do as I say,” etc. cause psychological resistance, create tension in relations between people.

Understanding each other by people is difficult under the influence of situational emotional factors. A person may initially be in a state of experiencing strong, both positive and negative emotions, but may also be in such a state if the communication partner conveys emotionally significant information or uses means of its transmission that cause emotional experiences (words, expressions, gestures, facial expressions). etc.). People can express very significant, psychologically traumatic information politely, correctly, but negative emotions will arise and affect the further process of communication.

Volkova ... S. 202.

What is acceptable in relation to a man may be unethical in dealing with a woman. A male boss may be skeptical of women's professional skills, allowing stereotypes to interfere with communication. So he runs the risk of not only hurting his interlocutors, but also incorrectly assessing the working situation.

This effect also works in the opposite direction: the attitude towards the words of a charming woman can be unfairly overestimated.

Solution

Do not separate interlocutors by gender. Treat all genders as equals.