Influence- this is any behavior of one person that makes changes in the behavior or relationships of another person. Psychological influence is defined as the ability to influence another, while changing not only a person’s behavior, but also his views, feelings, and sometimes even. The goal of any influence is to achieve maximum power over a person.

Power- this is the opportunity to influence the behavior of group members and achieve set goals: legal power (influence through norms and prohibitions); economic (power of resources, money, capital); social (through the interaction of people, it focuses on two sides - submission and consent to obey). Power implies interdependence: it appears as a two-way relationship in which one party encourages action, and the other agrees to this action or, to one degree or another, resists it.

Power can be analyzed in terms of its legality and legitimacy. The legality of power means its compliance with the rules of law, laws, i.e. form established by law. Such power can also be called formal. TO modern sources formal power includes: property, employment contract, powers, qualifications, competence, informal structures, access to information.

Legitimacy of power means its compliance with generally accepted values, cultural patterns, and people’s ideas about a certain “correctness” of it. Legitimacy means recognition of power and psychological consent to obey it, which determines its strength and stability. In accordance with this, power can be legal, but not legitimate, which means its weakness and instability.

We are interested in the psychosocial approach to power. It is based on the recognition that the condition for one person’s influence on other people is not the possession of formal power, but the possession psychological techniques and technologies of influence (persuasion, suggestion, manipulation). Power is viewed through influence, and its tools are: signs (words, gestures, facial expressions), symbols - special signs, in which, using symbol a significant value is implied (for example: a dove is a symbol of peace, a scepter is a symbol of power, etc.); meanings - the value that people attribute to things and phenomena (positions, clothes, money, etc.).

The power of influence in the psychosocial approach is determined by the degree of suggestibility of people, their tendency to accept the point of view of others (conformism), their tolerance for the point of view of others (tolerance), cultural and historical features of the formation of a collective position and the interaction of individual and group positions (the power of an official, authority, sanctions, cultural values). A feature of psychological power is that it is not always clearly recognized by people and therefore is difficult to formalize.

Let's consider techniques for psychological influence on people in the process of communication. In the practice of human interaction, such forms of personal influence as persuasion, infection, suggestion, and personal magnetism are used.

Persuasion technique. Let's consider techniques for psychological influence on people. IN psychological sense to convince someone of something means to achieve the opponent’s agreement using logical justification. Conviction is considered achieved if the partner is ready to defend the new point of view and act in accordance with it. Conviction or suggestibility is influenced by a number of factors: the degree of dependence of the partner on the living word (oral or written), the degree emotional balance and its influence on compliance, the degree of a person’s intellectual potential and his competence in the problem, the level of criticality of the situation. It has been proven that the higher a person’s intelligence, the higher the degree of criticality, therefore, to convince such partners, it is advisable to use deeper and more compelling arguments. People with developed intelligence are characterized by both reflection and complexes of some self-doubt, as well as self-confidence, faith in the inviolability of their own positions; they are, as it were, resistant to persuasion. Therefore, in relation to such partners, it is advisable to use “two-sided argumentation”, i.e. start the conversation by introducing their own positions and demonstrating importance and significance, and then move on to persuasive techniques and counterarguments.

Conviction is based on logical methods of evidence, which can be strengthened by socio-psychological influence (authoritative source, group influence, environment). When interacting, the following persuasive techniques are usually used:

statement of the problem, demonstration of its place among others and relevance; the need for a solution (losses possible in its absence), solution options, their advantages and disadvantages, consequences, necessary funds, costs, other conditions;
increasing the value of the advantages of the proposal and decreasing the significance of its disadvantages; increase in value this option and diminishing value of alternatives;
building up the interlocutor and further convincing him by presenting different points of view and analyzing forecasts;
instilling the importance of the proposal, the possibility of its implementation and the simplicity of it;
Progressive approach - the proposal is divided into stages, and then the review proceeds sequentially through these stages, seeking agreement at each of them. Another application of this principle, for example: before an upcoming discussion with several participants, first discuss your issue with each participant separately and obtain their consent (support);
programming technique - for example, asking a question, usually focusing on the essence of the matter and not demanding an immediate answer. After some time, the question itself will arise in the partner’s thoughts and make him think.

Marcus Cato the Elder, ruler of Rome, was widely known for his ability to persuade, mastered the art of oratory, but was modest and thrifty. It is known that many Romans were surprised that statues were often erected to the unworthy and insignificant, while they did not even think about a monument to Cato. Having learned about this, Cato’s friend said that he would create a group to raise money for the monument, to which he received a convincing and unequivocal answer from him: “Let better people they ask why there is still no monument to Cato, rather than why a monument was erected to him.”

The most effective modern technology the beliefs of the participants in communication is the argument “hell is gay!” (towards a goal) is a dispute in which the interlocutors certainly have a common goal, and everyone is interested in its implementation, but does not agree with the method of achieving it that someone proposes. In this situation, each interlocutor perceives the problem in his own way, and the proposals that he formulates are based on objective criteria and have pros and cons. In this kind of situation, the disputants, as a rule, come to a compromise through negotiations, and in a culture of polemics, to a consensus. This is the dispute in which truth is born, since the subject of the dispute is the means to achieve a goal in which both parties are interested.

When interacting with an intellectual partner, it is also important to use the “ace!” technique. get” (in fact) - the facts themselves can be accepted or not, but there is no point in commenting on them. As you know, people interpret any facts in their own way, and sometimes this has nothing to do with the actual state of affairs. Therefore, in a factual dispute, it is advisable to abandon personal comments and discuss only the facts themselves, for example, statistics.

Infection technique. This is a technique designed for the strength of the emotional appeal of the persuader. It is known from practice that Bad mood one person quickly spreads to those with whom he interacts. People who are emotionally vibrant and have strong energy have a much greater ability to influence other people and achieve their goals. This happens by infecting others with your confidence, enthusiasm and optimism. Communication with such a person gives a boost positive emotions, the interlocutor becomes sympathetic to such a partner and, as a rule, becomes less critical and more accommodating when discussing a problem or proposal.

Julius Caesar said: “The more victories I have, the less I should rely on chance, for no victory will give as much as one defeat can take away.” Therefore, when one day, while disembarking from a ship on the African shore, he suddenly tripped and fell, placing his hands on the ground, the thought of a bad omen flashed through everyone’s minds. Caesar, without getting up, exclaimed: “You are in my hands, Africa!” - and then stood up and led the army forward.

Suggestion technique. Unlike infection, this technique is designed for the uncritical perception of words, thoughts and volitional impulses expressed in them. Suggestion can be voluntary and involuntary, direct and indirect, differ in pressure, character, strength and authority. In addition, suggestion in the process of interaction can be based on its content or form, or both.

Suggestion based on content consists of a special selection and combination of arguments included in a particular message. The suggestibility of the content of a message can also be caused by the emotional side. Suggestion based on form consists of a special design and presentation of a message.

The degree of susceptibility to suggestion, the ability to uncritically perceive incoming information different people different. In persons with weak nervous system, as well as with sharp fluctuations, suggestibility is higher.

Manipulation technique. This is influencing another person with special intentions, a special goal, or controlling him with dexterity, with a disparaging overtone. Any manipulation contains three intentions: to take control, to maintain the illusion of independence of actions and decisions, and to have a psychological impact. As noted when analyzing types of interaction, another person for a manipulator is a means of achieving a goal, with the help of which a one-sided gain can be obtained. The presence of manipulative interaction is indicated by two main signs:
1) the gain that the manipulator strives for;
2) special manipulative techniques with the help of which the manipulator directs the partner’s behavior in the right direction.

Manipulations can be simple or complex. Simple manipulations usually include small actions and simple manipulation techniques; complex manipulations include cases where a variety of means are used to hide manipulative actions.

Mechanisms used in manipulation."
- joining the inner world of another person;
- mental automatisms, i.e. reduction in the pattern of intrapersonal interaction and movement of the manipulator’s energy activity to areas inner world communication partner;
- connecting “power”, borrowing motivating force from motives to which you have access at the moment;
- appropriation - identification of the recipient’s “I” with his activity, the partner’s acceptance of someone else’s desire as his own. The goal of the manipulator is to shift responsibility for what he has done onto his victim.

Manipulative tactics:

• provoking defensive reactions (the partner is forced to defend himself, defend himself, make excuses, feel guilty);
• provoking confusion and disorientation (disturb someone else’s plans, throw them out of balance, damage their interests by forcing them to speak negatively);
• forming the impression that the partner is committed to cooperation (an understanding of the situation is expressed, but regret about the provision of assistance is expressed and “objective” reasons for the refusal are explained);
• playing on impatience (giving the impression that the problem has been solved, and then offering to do something else to finally complete it, and so on several times);
• playing on a feeling of hopelessness (to bring the partner to the understanding that there are simply no other exits or options. As a result, a person’s field of perception narrows, difficulties turn out to be inevitable, and he himself is ready to accept an offer that does not suit him);
• lulling with the aim of “killing later” (a person is supposedly given a free service, a courtesy, for which he then has to pay by withdrawing from his intentions).

Personal magnetism. This is the type of influence of a person with pronounced social intelligence, i.e. easy to communicate, adaptable to any situation, self-confident, with high adequate self-esteem, with a developed sense of self-esteem, empathetic and friendly towards other people, tactful. Personal magnetism refers to highest level manifestations of the ability of personal influence on an interaction partner. However, in real life Few people have this ability.

The factors contributing to productive psychological influence in the process of communication in certain interaction conditions include the following groups:
- external influences aimed at the following analyzers: visual, auditory, olfactory, temperature, tactile;
- verbal influence, generating certain characteristics of perception and using mechanisms: linguistic, linguistic;
- non-verbal influence, including all characteristics of body language;
- regulating the level of satisfaction of the needs of the object of influence;
- promoting the involvement of the object of influence in specially organized activities.

Thus, an algorithmized system of means of influence constitutes a technique, and a set of methods of influence forms a method. An effective influence algorithm, i.e. the combination, sequence and rhythm of using means, techniques and methods of psychological influence on people to solve certain problems during interaction is psychotechnology.

Psychological influence is the effect on mental condition, feelings, thoughts and actions of other people using psychological means: verbal, paralinguistic or non-verbal.

Verbal means verbal. Verbal means of influence are words.

Paralinguistic means associated with speech, surrounding speech, but not the speech itself. For example, the volume or speed of speech, articulation, intonation, pauses in speech, chuckles, yawns, sobs, snorting, coughing, whistling, clicking the tongue, imitation of animal sounds, etc. These signals can change the effect of spoken words, in some cases strengthening or weakening it, and in others – changing their meaning. If a person says: “I promise that I will definitely do this!” with a confident and sincere intonation in his voice, then we believe him. However, if he says this in a “bored” tone, snorts, sobs pointedly, or accidentally yawns, we are inclined to doubt the sincerity of the promise.

Non-verbal means non-verbal. Nonverbal means of communication include the relative position of interlocutors in space, for example, the distance between them, their movements and movements in this space, their postures, gestures, facial expressions, direction of gaze, touching each other, as well as visual, auditory and sometimes olfactory signals that one person voluntarily or unwittingly transmits to another in parallel with speech. The appearance of a person, the noise he makes, the smell of perfume - all these are also non-verbal signals. Nonverbal cues can also enhance the effect of words, weaken it, or completely change their meaning. For example, if a person turns to the door and, standing with his back to the interlocutors, says: “I was very glad to meet you,” then this may cause bewilderment or mistrust.

The paradox is that most people, when preparing to influence someone's decision or attitude, think first of all about the words they will say. Meanwhile, it would be more correct to think, first of all, about how to pronounce words and what actions to accompany them. According to Mehrabian’s well-known American formula, at the first meeting, each of us believes the other person’s nonverbal signals 55%, paralinguistic signals 38%, and the content of speech only 7%. In subsequent meetings, this ratio may change, but the importance of nonverbal and paralinguistic signals should not be underestimated.

Initiator of influence – one of the partners who first attempts to influence in any of the known (or unknown) ways.

Recipient of influence– the partner to whom the first attempt of influence is directed. With further interaction, the initiative can pass from one partner to another in attempts at mutual influence, but each time the one who first started a series of interactions will be called the initiator, and the one who first experienced his influence will be the addressee.

In progress interpersonal communication there is constant mutual influence people on each other, so that in most cases a person is both the initiator and the recipient of influence.

MUTUAL INFLUENCE OF PEOPLE IN THE PROCESS OF INTERPERSONAL COMMUNICATION

Psychological influence is the influence on the mental state, feelings, thoughts and actions of other people using psychological means, verbal, paralinguistic or non-verbal.

Verbal means verbal. Verbal means of influence are words.

Paralinguistic means associated with speech, surrounding speech, but not the speech itself. For example, loudness or speed of speech, articulation, intonation, pauses in speech, laughing, yawning, sobbing, snorting, coughing, whistling, clicking the tongue, imitating animal sounds, etc.
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These signals can change the effect of spoken words, in some cases strengthening or weakening it, and in others changing their meaning. If a person says “I promise that I will definitely do this!” with a confident and sincere intonation in his voice, then we believe him. However, if he says this in a “bored” tone, snorts, exaggeratedly sobs or accidentally yawns, we are inclined to doubt the sincerity of the promise.

Non-verbal means non-verbal. Nonverbal means of communication include the relative position of interlocutors in space, for example, the distance between them, their movements and movements in a given space, their postures, gestures, facial expressions, direction of gaze, touching each other, as well as visual, auditory and sometimes olfactory signals that one person voluntarily or unwittingly transmits to another in parallel with speech. The appearance of a person, the noise he makes, the smell of perfume - all these are also non-verbal signals. Nonverbal signals can also enhance the effect of words, weaken them, or completely change their meaning. For example, if a person turns to the door and, standing with his back to his interlocutors, says “I was very glad to meet you,” then this may cause bewilderment or mistrust.

The paradox is that most people, when preparing to influence someone's decision or attitude, think first of all about the words they will say. Meanwhile, it would be more correct to think, first of all, about how to pronounce words and what actions to accompany them. According to Mehrabian’s well-known American formula, at the first meeting, each of us believes the other person’s nonverbal signals 55%, paralinguistic signals 38%, and the content of speech only 7%. In subsequent meetings, this ratio may change, but the importance of nonverbal and paralinguistic signals should not be underestimated.

Initiator of influence – one of the partners who first attempts to influence in any of the known (or unknown) ways.

Recipient of influence– the partner to whom the first attempt of influence is directed. With further interaction, the initiative can pass from one partner to another in attempts at mutual influence, but each time the one who first started a series of interactions will be called the initiator, and the one who first experienced influence will be the addressee.

In the process of interpersonal communication, people constantly influence each other, so that in most cases a person is both the initiator and the recipient of influence.

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In psychology impact is interpreted as a purposeful transfer of movement and information from one participant in the interaction to another, accompanied by a change in the attitudes, intentions, ideas, assessments, state and behavior of the person to whom it was directed. The impact may be directed And undirected, direct And indirect.

Directed intervention aims to change behavior specific person, non-directional is carried out as a result of action psychological mechanisms infection and imitation.

Direct the impact consists of openly presenting one’s demands and claims to the partner.

Indirect the impact is carried out by changing the environment surrounding the partner.

The influence is carried out at the stages of communicative joining to the partner, maintaining it and breaking it off.

Communication connection– rational contact with a communication partner, in which the communication situation seems to him as comfortable, understandable, safe as possible, and does not require special control.

Leading a communication partner- this is a method of interaction in which the partner is directed towards achieving a joint goal by the entire communication situation, accepts the position of the interlocutor without unreasonable resistance, considering it the result of the implementation of his own communication strategies.

Gap– timely exit from an interaction situation.

Interaction in communication is a purposeful and orderly process of partners changing communicative roles.

Different psychological concepts consider different communicative roles. In transactional analysis, the most important of them are the roles associated with the current ego states of the individual (Child, Adult, Parent) and with the positions of the speaker and listener. The effectiveness of interaction depends on the correct definition of the current role of the partner and the timely transition of all participants to a new communicative role.

An important condition effectively joining and leading a communication partner is to identify his strategies for processing information. It has been established that people perceive events happening to them, signals from the external and internal world in different ways. Some do this with the help of visual images. They process the information they receive, taking into account such parameters as the size, shape, structure of the observed objects, color range, distances to them, etc. Such people are called visuals.

Other people tend to perceive the world in sounds, words, shades of sound, etc. They are auditory learners.

Still others prefer to isolate sensual, sensory, and motor components in information. They are classified as kinesthetics.

It has been established that each strategy for processing information (visual, auditory, kinesthetic) has its own language for encoding and decoding information. Representatives of different groups are quite capable of understanding each other. However, in situations that require a high speed of mutual understanding, responsibility for one’s actions, stress, lack of experience in communication between partners, the inadmissibility of mistakes, and in other difficult circumstances, it is necessary to speak the same language with the partner. To do this, you need to accurately identify the interlocutor’s belonging to the corresponding group and interact with him in the language of his information processing strategy.

Modality - the form of reflection of the stimulus in a specific sensory system (visual, auditory, tactile)

The leading modality is determined by the characteristics of vocabulary, gestures and the pattern of movement of the pupils of the eyes when processing information.

Visuals tend to often use the following words: see, visual, visible, image, bright, clear, beautiful, let's see, etc.

Audials they operate with words: listen, you can’t hear me, coordinate, set a task, sound, loud, quiet, deafen, solve, etc.

Kinesthetics more commonly used terms are: feel, heavy, tasty, rough, hard, bitter, etc.

If you mentally divide the human eye with three horizontal lines, then three zones are formed (upper, middle and lower). When processing information, the pupils of the eyes, as a rule, make a specific movement: for visual learners - along the upper zone; for auditory learners – in the middle zone; for kinesthetics - in the lower zone.

Knowing the leading modality of a communication partner creates the conditions for effectively joining him and subsequently guiding the interlocutor in the communication process.

Communicative connection to a business partner is carried out at several levels (in various areas). There are spatial, dynamic, strategic, positional and value affiliation.

Spatial connection involves the correct choice of communicative distance to a communication partner and the angle of mutual position, depending on the nature of the existing relationship with him, on his emotional state and on the purpose of interaction.

Each of the communicative distances (intimate, personal, social, public) is designed to solve specific problems. The most relevant for business interaction is considered to be a communication distance of 1 m to 1.5 m if there is at least a symbolic obstacle between the people communicating (table, coffee table, etc.). In this case, a position in which it is possible to observe the left side of the interlocutor’s face and body is considered especially advantageous (that is, use the “left side” rule).

Dynamic joining consists of entering into the tempo-rhythm of the partner’s dynamic manifestations (tempo and rhythm of breathing, speech; pitch, volume and timbre of the voice; patterns and dynamics of gestures and postures).

Strategic accession consists in the use of information processing strategies inherent in the communication partner, his language of representation of the objective and subjective world. In other words, such an attachment consists in the artificial use of the interlocutor’s representative system, that is, in introducing oneself into the position of a visual, auditory or kinesthetic person.

Having identified the leading modality of the partner, the internal affairs officer joins him and then follows him by formulating statements in the terms in which the image of the world is given to the interlocutor. So, when talking with a visual person, an employee should use for communication, for example, the following words and phrases: “Let’s look at this problem from this angle...”, “It’s impossible not to notice that...”, “This big deal will bring great benefit…" and so on. When working with a visual person, diagrams, drawings, layouts are especially useful, that is, everything that can personally convince him of something.

Experts believe that verbally joining and leading a partner will be more effective if you simultaneously reproduce the rhythm of his breathing, speech, and mirror the most expressive gestures.

IN Lately Analysis of the communication situation depending on the positions occupied by partners has gained great popularity in the world.

The basis of this analysis is the proposition that the main actions in communication are those that are consciously or unconsciously aimed at changing or regulating one’s own or someone else’s position in communication.

The scheme developed by E. Bern is widely known and has received the greatest application. In his theory of transactional analysis, E. Berne identifies three sets of attitudes and behaviors that can manifest themselves separately in the process of communication: Parent; Adult, Child.

In the Parent position, a person’s feelings, attitudes and habitual behavior relate to the role of Parent. The state of the Adult is directed to reality, the state of the Child is the actualization of a complex of attitudes and behavior developed in childhood. Moreover, at any moment, each person can be either an Adult, a Parent, or a Child (regardless of actual age).

The concept of transaction denotes interaction in communication, which is understood as the interaction of certain positions. Parallel transactions facilitate communication, cross ones complicate it

Looking at the interaction in communication from the point of view of understanding partners can really help you analyze your communication and mistakes in it. Here it is important to link the positions of partners and their understanding of communication situations.

As can be seen from the above examples, partners can perceive the situation the same or differently. Their positions are a consequence of this understanding, and their actions from their positions both stem from the situation and shape its further understanding. As a result, the overall pattern of interaction may be a consequence of the degree of coincidence, the sameness of the situation in the eyes of the partners. Therefore, the main law of transactions (according to S. Deryabo and V. Yasvin) is: “Make “gifts” to the child and do not tease your partner’s parent.”

Value connection consists of entering into the field of your partner’s problems before starting a business conversation. Sometimes such an entry is called a “small conversation.” Its essence is that at the beginning of contact the conversation is consciously focused around the interests, needs, values, and positive feelings of the partner. This technique was well described by D. Carnegie and S. Deryabo with V. Yasvin. The latter formulated Rule of three pluses, which says: to win over your interlocutor from the very beginning of an acquaintance or conversation and at the end of the meeting, you need to give him at least three psychological “pluses” (make pleasant “gifts” to his Child).

The most effective psychological “pluses” are considered to be a compliment, a smile, the name of a partner and raising his importance.

Compliment- a positive, emotionally charged statement addressed to the interlocutor or people, things, events, etc. that are significant to him. The following types of compliments are distinguished: indirect compliment, “minus-PLUS” compliment, comparison compliment, compliment-criticism, compliment-reflection.

Indirect compliment consists of expressing praise not to the partner himself, but to objects that are significant to him: children, spouse, car, flowers, furniture, dog, perfume, etc.

Compliment “minus-PLUS” is that the partner is first given a small “minus” and then a big “PLUS” like: “You are not good employee..., You are an invaluable specialist for the unit.” The game with psychological contrasts that arises here significantly enhances the effect of the compliment.

Compliment comparison consists of comparing the interlocutor with objects that are very dear to the person giving the compliment, like: “I would like my son to be as purposeful, strong-willed and noble as you.”

Compliment-criticism consists of making a comment to your partner in the form of a compliment like: “You simply bribe me with your constancy! You never show up to a meeting on time!

Compliment reflection consists of returning to the interlocutor a complimentary statement like: “It’s thanks to you...”, “Next to you it’s impossible to be different...”, etc.

An effective way to quickly win over a communication partner is to smile. In the communication space, a smile is an expression good attitude to the interlocutor, a psychological “plus”, the answer to which is the partner’s disposition. A smile is also good because in the process of its reproduction, the so-called “well-being points” located in the area of ​​a person’s cheekbones are massaged by the facial muscles. And this helps him develop a really good mood.

According to the figurative expression of D. Carnegie, a person’s name is the sweetest and most important sound for him. It is no coincidence that many people strive to “immortify” themselves by leaving their name in the most unexpected places (on school desks, on the walls and seats of vehicles, on rocks high in the mountains, on trees in deep forests, etc.).

Calling a partner by name gives the following communicative effects:

1. Calls him out good mood thanks to the familiarity of consonance.

2.Gives him a feeling of personal significance (“they remembered my name, that means I…!”).

3. Updates personal experience, indicating that the name is a kind of signal that its use, as a rule, is followed by a pleasant message.

4. A name is one of the most powerful signals for a person. Its sound instantly distracts a person from other objects and immediately attracts his attention. At one time, experiments during which subjects were simultaneously fed different sound recordings into both ears using headphones became widely known. The task was to record information coming into only one ear. During the experiment, the same word (say, “sofa”) was presented to the other ear more than 30 times. When asking subjects what they heard on the “turned off” channel, they could not remember these words. When his name was reported to the “non-working” ear, all subjects were sure to record and later recalled this fact.

An effective way to enter into valuable communicative contact with a communication partner is to raise his significance by using formulas like: “I am addressing you as a specialist...”, “I would like to consult with you...”, “No one can answer my question better than you... " and so on.

Communicative adaptation to a partner business communication aims to enter into emotional, psychodynamic, positional, strategic and value contact with him, allowing him to create a comfortable environment for interaction and speak the same language with him.

One of the most powerful means of influencing a partner in business communication is correct, psychologically justified listening to him. It has been known since time immemorial that the best conversationalist is not the one who knows how to speak eloquently, but the one who knows how to listen well. The sages, pointing to the rational relationship between speaking and listening in communication, teach that it is not for nothing that a person was given two ears and only one tongue from birth. Nature gives us from the first days of life the ability to hear sounds, words, music, but a person learns to listen to others all his life.

In the practice of human relations, two main types of listening are used: non-reflective and reflective. They are designed to solve different problems.

In contrast, reflective listening is Active participation in the partner’s monologue through the use of techniques of clarification, paraphrasing, summarizing, reflecting feelings, in order to clarify his messages. It is used in cases where high precision of mutual understanding is required, misinterpretation of proposals, assessments, positions is unacceptable, when the results of interaction influence the resolution of official issues, etc.

The following main functions of reflective listening techniques are distinguished:

Supportive - show the citizen that he is being listened to attentively;

Organizing - organize the alternation of communicative roles;

Clarifying - allow you to clarify information that is susceptible to ambiguous interpretation.

S.D. Deryabo identifies such techniques of reflective listening as clarification, paraphrasing, summarizing, and reflecting feelings.

Clarification is an appeal to the speaker for clarification when misunderstanding, ambiguity, or ambiguity arises. The essence of the technique is to pose clarifying questions to the interlocutor. To do this, it is recommended to use the following keywords: “What do you mean...?”, “Could you please explain your thesis...”, “Sorry, I didn’t quite understand you...”, etc.

Paraphrasing involves repeating a business partner's thoughts in your own words. It can begin with the following phrases: “If I understand you correctly, then you mean...”; “In other words, do you think...”, etc.

Summarizing is summing up the discussion of the meeting topic by brief recap partner's main thoughts. For this, the following phrases can be used: “Thus, we can state that...”, “So, you propose...”, “If we now summarize what you said...”.

Reflection of feelings - reception psychological support, which consists in showing the interlocutor that his feelings are understood. Reflection is carried out using unique questions and statements like: “It seems to me that you feel...”, “Don’t you feel a little ...?”, “I have the feeling that you are worried about something ...?” and etc.

The art of listening to an interlocutor, according to experts, also includes such an important component as the ability to exercise control over the understanding of the interlocutor’s words. The listener should periodically mentally ask himself questions, trying to answer them himself: “What is he talking about now?”, “Why does this decision seem right to him?”, “Why is he so excited?” and so on.