Reveal the essence and specifics of socially communicative activities. The concept of communicative activity in pedagogical literature

Verbal communication between people is very many-sided. It can be viewed from different angles. The first and main one is a person in the world of communications in the process of information exchange. This hypostasis of communication characterizes a person as a subject of communication. Questions related to this aspect relate to the theory and practice of communication, social institutions of communication, the characteristics of the communication process in science, business, politics.
Another kind of communication is the characteristic of its structure, types, types. In this regard, it is required to distinguish between negotiations and bargaining, polemics and disputes, business games and different types of discussions. All such types of business communication have their own "drama", their own plots, their own characteristics.
Communication usually has 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 of setting goals and choosing 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 of principle and formal principles in communication. These principles provide a kind of imperatives and rules for business communication. Along with this, official business etiquette seems to be justified then. It is characterized as a systematics of methods of communicative and managerial influence, as communicative management. Communication is often a solution to 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 in the process of interpersonal communication that generate conflict situations, communication barriers, mistakes that destroy conversation, barriers to speech perception, 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 viewed from the point of view of practical sociology and psychology.
Means of public speech, features of speech activity - the next important facet of communication. It characterizes the lexical vocabulary of personality, semantic codes of mutual understanding, socio-communicative compatibility in communication. And, finally, a weighty 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 variety of approaches to explaining, describing and studying the forms of communication generates many points of view and positions. The task of this section is not to list a variety of approaches, but to reconstruct the phenomenon of communication from the point of view of different approaches, to identify different facets of communication. This position is focused on reproducing various aspects of communication, despite the variety of approaches, in a holistic unity, which allows us to consider the methods, means and techniques of effective business communication as a toolkit for social work. The study of each of the facets of communication should give specific methods of communicative techniques of social work.
Communication is, first of all, interaction, relationship. The sides of such a relationship are people, subjects of communication. Communication is based primarily on their relationship to each other. Of course, one can consider as communication, for example, the relationship of a person to nature (to an object, not to a subject). But "communication with nature" if it is not a "literary way of expression", then, most likely, marks a slightly different type of relationship. All the features of the communication process are not inherent in this type of "communication"; 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 a subject and an 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 partners, equal in activity (or ability to be active), and 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:
personality formation and development;
development of society and social relations;
socialization of the individual;
creation and development of social ways of interaction between people;
social and psychological adaptation of people;
exchange of emotions;
training, transfer of skills and abilities;
information exchange;
exchange of activities;
the formation of an attitude 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. Taking into account the organization of the communication process, the goals pursued by communication, the level of emotional mood , on which it is implemented, we can talk about various ways of such interaction. Communication between people has many parameters and a change in 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 and thereby be able to manage the communication process. The transformation of knowledge about these characteristics of communication into the ability to use them in conversation, conversation, dispute, interview, negotiation, that is, to own communicative technique, is an important professional quality of a social worker.
One of the most important features of the activities of a teacher, sociologist, socionome, philosopher and the humanities in general is the ability to conduct a dialogue, to organize the process of communication, communication. This dialogue can be in an individual-personal form and in the form of a social dialogue, which expresses the process of forming public opinion, managing it. The ability to conduct a dialogue presupposes a number of specific professional skills.
A professional must be able to listen and understand, explain and prove, ask and answer, convince and persuade, create an atmosphere of trust in the conversation and business spirit in the interview, find a subtle psychological approach to the client, resolve the conflict, relieve tension.
At the heart of all this is the communicative technique of communication. Possession of it is an important sign of professional fitness. 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 directions.
The lack of a unified and integral scientific theory, apparently, reflects the fact that human communication is an extremely multifaceted process that is implemented 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, management management, mediatorology, polemology, technology and methodology of business communication, sociology of mass communications (mass media), study and formation of public relations and relations ( Public Relations).
It is impossible to create a comprehensive theory of human communication by immersing in it all the nuances of human speech interaction. 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 pretend to be a unified (or the only) theory of communication, can be called a philosophy of communication.
Communication is the process of interaction and relationship of subjects (individuals, social groups), in which there is an interchange of activities, information, emotions, skills, abilities, as well as volitional contact.
There are many aspects of communication. The philosophical aspect of communication is associated with understanding the social status of the subjects of communication. Therefore, communication itself in philosophy is understood as the socialization of subjects (familiarizing with society, acquiring social values, fulfilling social roles, etc.). In this process, the individual understands his qualities as social, socially significant, and in this regard, becomes a person. In the process of socialization, by changing, the individual simultaneously changes the community into which he enters, supplementing it with his individuality.
The psychology of communication is the psychological characteristics of the moral climate of a community, its psychological stability, the dynamics of cohesion and disunity. The parameters of cognitive (meaningful), emotional and volitional compatibility are decisive here.
Communication has several meanings. Firstly, this is a communication route (for example, air or water communications), secondly, it is a form of communication (for example, radio, telegraph, etc.), and thirdly, it is the process of communicating information using technical means - mass media (print, radio, cinema, television, etc.), finally, fourthly, communication expresses the act of communication, the connection between two or more individuals, the communication of information from one person to another. This dictionary definition of the term shows that the latter case is the 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 “complicity”) in the process of consumption, exchange and use of information. But at the same time, being in a state of communication is not just 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 is legitimately defined as people who are in a relationship of communication.
According to this, a number of characteristics can be identified that make up a professional portrait of a humanist in terms of his mastery of communicative technique. These characteristics are called the 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 the goals and objectives of business communication;
organize and manage communication;
analyze the subject of communication, analyze a complaint, a statement;
ask questions and answer them specifically;
possess the skills and techniques of business communication, its tactics and strategy;
be able to conduct a conversation, interview, business conversation, dispute, polemics, discussion, dialogue, debate, debate, dispute, round table, business meeting, team business game, negotiations, bidding;
be able to analyze conflicts, crisis situations, confrontations and resolve them;
have the skill to prove and justify, reason and convince, criticize and refute, reach agreements and decisions, compromises and conventions, make assessments and proposals;
master the technique of speech, rhetorical figures, and techniques, be able to correctly build speech and other public speeches;
know speech and service 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 not and cannot be a professional.
As explained above, the term "communication" is quite ambiguous and has a lot of talkativeness. These varieties will include: business conversation, conversation, discussion, interview, dispute, polemics, discussion, debate, debate, dispute, negotiations and bargaining.
A conversation is always a communication, unless, of course, it is simply a story of something from one person to another. But even in this case, mechanisms of persuasion, opinion formation, building bridges under a future agreement should be used. We will consider conversation as a contact method. It is inseparable from situational behavior, where, as they say, “they are greeted by their clothes” (the manner of holding, moving, speaking, managing their emotions, etc.), and “escorted by the mind” (according to their ability to present a problem in a capacious and deep way, to substantiate it, formulate your own judgment, raise an objection, etc.), Clearly meaningful goals, intuitive reasons and unconscious motives vary in the conversation.
To reveal 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 a situational contact is represented as follows:
Appeal.
Request (question, request for information or situation).
Answer (providing information or a required situation). Failure to provide a situation or information is also a response of a certain kind.
Consensus actions or situation (interaction) based on situational contact.
Undoubtedly, the purpose of situational contact is some concerted action (analogue of an agreement or contract). Therefore, all components of the conversation must be substantiated and motivated. Here you can highlight the prerequisites for the correct organization of the conversation. Among them, two areas are clearly distinguished: cognitive and affective.
The motivation and validity of the conversation is achieved by understanding all these components. The cognitive realm is the realm of cognition and awareness. The first part of it says that it is necessary to be aware of the fact: “Who am I?”, “Where am I?”, “What is my place in this situation?”. The second part is directly related to the awareness of what is necessary 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) occupy?”, “What is my attitude towards him (her)?”. On the basis of 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 cognitive and affective zones, the whole conversation is spinning. And its content essentially depends on the elaboration of its segments. If in the first of them there is an excess of claims (who I want to introduce myself) over confirmation (who really is), 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 expose himself in the light he needs. Diminishing claims in favor of confirmation can range from self-deprecation to common clownery. This sphere, in fact, is a measure of the ratio of existence and ought in communication. It inevitably determines the content of the second segment, the setting of goals, as well as the subsequent characteristics of their motivated ™ and validity of the conversation.
Supplementing the characteristics of the conversation with the motivation of the form of address, the correlation between the chosen object (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 conversation. There is a conversation of equal (in position) partners, colleagues, there is a conversation of not equal in position of partners (boss and subordinate, teacher and student, etc.). In each case, the conversation has its own drama. If the conversation is a situational contact, then the conversation differs from the conversation in that it is a substantive 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 communication mechanism that is realized 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 seen. It is broader, 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 vague, unambiguous or ambiguous, useful or useless, sympathetic or antipathy?
To conduct a successful conversation, you need to strive to learn as much as possible about the interlocutor, “read” him. To know the 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 position. In the study of the dispute, there are many opinions about its characteristics and nature. Often, a dispute is qualified as a procedure in which one proves that some idea is correct, and the other that it is wrong. More strictly speaking, it can be stated that in a dispute there is an exchange of views in which the opponent fights to defend his own thesis and refute the thesis of the proponent; the latter, on the contrary, proving his position, criticizes and protests the opinion of the adversary. But at the same time, such a description of the dispute is not enough. And first of 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 too strong a statement. Most often in a dispute, the proof of the truth, as they say, and "does not smell." In addition, disputes are often conducted in disordered and disorganized forms. Disputants in most cases do not care about a thorough, complete and consistent proof of their positions, shy away from any rules and principles (except for their own, of course).
According to researchers, the generic concept of a dispute may be the concept of an exchange of opinions. In a dispute, the exchange of views is most often of a conflicting nature. The main conceptual and compositional characteristics of the dispute as a type of business communication will be the following:
1. The subjective structure of the dispute is characterized by the presence of at least two subjects, one of which is more appropriate to call the proponent, and the other - the 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 a dispute is a controversial provision, about which each party has its own opinion, called a position or thesis.
4. The difference in the positions of the parties, expressed by the opinions on the disputed position, 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 views in accordance with the mutually exclusive characteristics of theses is expressed in the struggle of opinions.
7. The struggle of opinions in a dispute reaches the highest form - a conflict or a 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 denial of the opponent's argument. The nature of the discussion takes the form of refutation, rejection, denial, rejection, elimination.
8. The subject area 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 object. In fact, in a dispute, the struggle is waged not on grounds, but on opinions. A change in the subject field of discussion, as a rule, characterizes not its development, but various disordered and unpredictable metamorphoses.
9. 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 polemics and controversy. However, many researchers are inclined to believe that, unlike a dispute, a discussion does not lead to confrontation, does not separate, but connects. This shows the role of discussions in the development and creation of a scientific picture of the world. Signs of discussion are associated with orderliness, orderliness, collective activity to clarify the truth of each position submitted for discussion. Discussion usually aims at a comprehensive discussion of the subject of disagreement. And the means of discussion are not opinions, but well-founded positions.
Let's highlight the main features of the discussion as a type of communication.
1. The subjective 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 a collective discussion of the controversial position.
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 measure of falsity of each (including his own) thesis.
4. Discussion is characterized as a form of substantive discussion.
5. Discussion of a controversial position is associated with a comprehensive analysis, collective activity, the formation of a common opinion.
6. From a procedural point of view, 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 clearer.
8. Discussion can be defined as a form of scientific cognitive activity.
9. In contrast to the dispute with its conflict and antagonistic opinions, the discussion tends to compromise, to summarize theses under a common basis, clarify terminology, generalize methods and techniques, and formulate common positions. Polemics as a type of argumentation in communication differs from the previously considered types of communication. It expresses a kind of discussion that is characterized by irreconcilable reasons. Let's consider the main features of the controversy.
1. Polemics is a struggle, a conflict of opinions, growing to the point of contradiction, to the clarification of the fundamental irreducibility of positions and their grounds.
2. In polemics, the means of struggle are opinions brought 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 controversial position), then in polemics these judgments are justified by principles.
3. The meaning of the polemic is 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. It can be said that controversy is an essential dispute of conflicting grounds.
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 polemics is a dialectical removal of it, the preservation of the positive aspects of the opposite side, and not a superficial naked refutation and rejection.
5. The qualification of polemics as the removal of opposites characterizes it as a certain form of development of ideas about the subject of discussion, about a controversial position, although usually it is not achieved by a compromise in the area of ​​summing up the theses on a common basis. The uncompromising nature of the polemic is due to irreconcilability, the opposite of grounds, and their antagonistic nature.
6. Unlike a dispute, polemics are conducted in organized forms, but this organization does not make it akin to discussion. The discussion usually takes the form of conferences, symposia, congresses. Polemics are often regulated by agreements such as a "round table", political dialogue in the pre-election campaign, "open rostrum", etc.
7. Polemics is presented as the most adequate form of discussion of issues of socio-political importance.
Dispute as a type of business discussion and communication in the literature is also often regarded as equivalent concepts. The prevailing point of view is that these forms of discussion are forms of scientific debate.
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 a 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 varying 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 latter circumstance is dominant in a dispute.
Debate and debate as a type of business communication and discussion of controversial provisions are intended for the exchange of views in a public form (at a meeting, meeting, 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 subjective structure of a message, lecture or report, expressed in the schematics of types of business communication, shows that their feature is that the argumentator, acting as an active party, conveys information, communicates, formulates and substantiates his own position. The passive side here is the addressee.
The dispute in the structural-schematic respect is characterized by the fact that although the discussion is going on between two equal parties - the opponent and the proponent - through theses, nevertheless, their direct communicative contact is an essential aspect of the dispute.

The specificity of social work lies in the fact that when solving the problems it faces, it directly or indirectly affects all forms and types of social relations and people's activities, all aspects of society. The identification and solution of these problems is carried out primarily through the establishment and maintenance of contacts with representatives of government services, public organizations and associations, citizens and social groups (clients) in need of help, 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 implies 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 communication process. A high level of communicative competence protects the social worker from these stresses and promotes intensive interpersonal communication.

Communication is typical for all spheres of human life, it is a condition and 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. It means that communication is at the same time the perception of each other by partners, their exchange of information, actions and role influences, the establishment of certain relationships.

The communicative means of communication are extremely diverse. These include:

• speech (verbal) means:
• vocabulary; style; 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, speech rate, 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 agents (associated with odor).

In the field of transferring 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 speaker's true attitude to the content of his speech. It is not for nothing that 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- unconscious reproduction of an emotional state in conditions of mass interaction with other people - inductors - based on empathy with them; is, as a rule, non-verbal.

2. Suggestion- one-sided arbitrary, purposeful infection of another person with the motivation of certain actions, the content of representations or emotional states, through, as a rule, speech impact based on uncritical perception of the actions of the inspiring person ("infectious manipulation").

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

the number of group members who have the maximum impact 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 conforming persons 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 the collegial system of relations is more pronounced 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 ties;

when expressing opinions in public, their influence is stronger than when communicating them in writing or with the help of some technical means;

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

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

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

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

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

3. Belief- a conscious, reasoned, logically and actually grounded influence on the system of views and ideas, as well as on the motivational and value sphere of another person.

The mechanism of persuasive influence includes information and agrumenting. Information methods: putting forward a thesis, defining concepts, formulating hypotheses-assumptions, explaining, indicating-demonstrating, characterizing distinctive features, comparing and making distinctions. Argumentation techniques: references to authority, citing facts, demonstration of visual means, analogy, excess, incident.

4. Imitation- 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. V business In interaction, its participants perform social roles, therefore, the goals of communication, its motives and ways of making contacts are programmed in it. Unlike business in interpersonal, Informal communication lacks rigid regulation of behavior, emotions, and intellectual processes. The essence of interpersonal communication is the interaction of a person with a person, and not with objects. Psychologists emphasize that the extreme deficit is
interpersonal communication and the inability to carry it out negatively affect the activities 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 a feeling of dissatisfaction" 1. At the same time, it is emphasized that optimal communication does not necessarily presuppose a "fusion of the minds, will 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 under the condition of interaction of partners "on equal terms", when an amendment is constantly made for the originality of each other and infringement of the dignity of each is not allowed. Optimal interpersonal communication is always communication dialogical.

The main characteristics of the dialogue are:

equality of the essential positions of those communicating (the relationship "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 personalities.

Special attitude towards the dialogue partner M.M. Bakhtin defines it as a state of "out-of-reach", A.A. Ukhtomsky - as a "dominant on the interlocutor", humanistic therapy - as the ability to decentralize 2. The essence of such an attitude is the absence of attempts to ascribe to the communication partner any traits, motives, motives that are missing from him - as strangers (stereotypical perception of another person and, as a result, attribution, i.e. "all sellers are rude", "all men are egoists", 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 personality development, 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 type of activity is an obligatory personality-forming factor for a person, and the experience and practice of leading teachers, psychologists, psychotherapists convince that only dialogical communication provides great opportunities for creative personality transformation.

1
: Soper P. Culture of speech. - M., 1989, p. 71.

1
Bodalev A.A. Psychology of communication. - M. - Voronezh, 1996, p. 109.

2
Decentralization is a mechanism for overcoming the egocentrism of an individual, which consists in changing the point of view, the position of the subject as a result of her collision with positions that are different from his own.

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

· analytic-gnostic(identification and registration on the territory of servicing families and individual citizens, including minor children in need of various types and forms of social support, and the implementation of patronage over them);

· diagnostic(establishing the reasons for the difficulties arising among citizens);

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

· activation(assistance in activating the potential of an individual, family and social group's own capabilities);

· actionable-practical(assistance in improving relationships between individuals and their environment; consultations on social protection issues; assistance in the preparation of documents necessary to address social issues; assistance in the placement of those in need in inpatient medical institutions; organization of public protection of juvenile offenders, etc.);

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

· heuristic(improving their qualifications and professional skills).

The function communicative, 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, the social worker is supposed to be able to act as a social statistician, administrator and manager; provide all kinds of social services; help in raising children; carry out psychological and legal advice 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, possess information about modern political, economic and social processes, he must also have a certain social fitness. He needs to skillfully contact and win over “difficult” teenagers, orphans, disabled people, 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 on the verbal and non-verbal levels. “The task of the social worker is to create a welcoming environment, to find the right way to behave and communicate with the client. To do this, you need to know not only the techniques of conducting a conversation and the rules of communication, the psychological characteristics of people and the value of non-verbal means of communication, but also possess such qualities as politeness, friendliness, courtesy, focus on people, patience (tolerance), intuition, compassion, etc. etc. "

Creating a welcoming environment and choosing the right way to behave and communicate will help the social worker to like people and to persuade them to their point of view. The efficiency of the social worker depends on this.

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

1. Communication management in the communication activities of a social worker.

“The palette of communication is very rich in a variety of types, forms, and means used. And this is understandable: in the socio-psychological sense, the very essence of human life can be defined as communication, for the entire space of human life is interpersonal in nature. From this point of view, it is difficult to overestimate the contribution of competent communication to the quality of human life, to fate in general.

In various cases of communication, the invariant components are such components as partners-participants, a situation, a task. Variability is usually associated with a change in the nature (characteristics) of the components themselves - who is the partner, what is the situation or task - and the originality of the connections between them. In the most general terms, competence in communication presupposes the development of an adequate orientation of a person in himself - his own psychological potential, the potential of a partner, in a situation and a task ”.

For a specialist in social work, the range of communication is possibly even richer than that of representatives of other professions, because in addition to communicating with clients of social services and his colleagues, he also contacts with representatives of various organizations, with officials at various levels (including the government and legislative bodies of the country - influence on social policy of the state, its activities in the social sphere), the functions of a social worker may include PR (for example, attracting the general public to help people in need), he may also contact representatives of international organizations (UN, Red Cross, etc.) ). It is very important that a social worker is competent in communication, since the efficiency of his work depends on this, and therefore the state (mental, physical, material, etc.) of his clients. In addition, a social worker who is competent in communication can help his client to communicate and thereby solve his problem.

For a social worker in his professional activity, 3 main types (types) of communication can be distinguished:

1. business(this is communication in the official business sphere of a specialist in social work with representatives of organizations, social institutions, officials of various levels, in order to improve the activities of social assistance services, to solve any problems (legal, material, housing, psychological, etc.) of their clients etc.)

2. advisory(this is communication with the aim of helping the client, most often psychological, but not necessary)

3. intimate-personal(This is a communication based on a friendly, trusting relationship between a client and a social worker).

All these types of communication can be intertwined, and they are all carried out using both verbal (speech) and non-verbal (non-speech) means.

Thus, the communication of a social worker is multifaceted, multifunctional, and therefore each social worker must be able to communicate in various fields of his activity, using both verbal and non-verbal means of communication, be able to understand other people, that is, must be competent in communication, and this is related to the fact that social work is one of the most communicative professions

Social work is a special type of activity characterized by close interaction between a specialist and a client. The client, as a person who finds himself in a difficult life situation and in need of help, is the object of the activity of a specialist in social work. The main task of a specialist is to provide the client with support, help solve the problem and teach him to cope with life's difficulties without outside help. To accomplish this difficult task, the specialist must have all the necessary skills of interaction with the client. Indeed, often there are disagreements between the client and the specialist, both professional and interpersonal, which can develop into conflict situations. Conflicts arising in the interaction of a social worker and his ward interfere with the achievement of the set goal - to help the client become a full-fledged member of society, able to independently solve his problems as far as possible. Therefore, a specialist must be able to interact with his ward, avoiding conflict situations and misunderstandings with him. Consequently, the interaction between the social worker and the client plays a crucial role in the activities of the social work professional.

The object of the course work is the interaction of a social work specialist and a client.

The subject of the course work is the peculiarities of interaction between a specialist and a client.

The purpose of the course work is to determine the main features of the interaction between a social worker and a client.

Coursework objectives:

1) determine the essence of interaction between a social worker and a client.

2) determine the nature of the problems and problems that arise in the interaction of the social worker and the client.

3) determine the peculiarities of interaction between a social worker and a client.

The theoretical basis for the course work is scientific research on the theory of social work Firsova M.V., Studenova E.G., Dobroshtana V.M. and Guslova M.N.

Course work consists of an introduction, two chapters, a conclusion and a list of sources used.

Chapter 1. ESSENCE OF INTERACTION OF SOCIAL WORKER AND CLIENT

Social work as communication activity and social therapy

Social work as a professional activity has specific features, one of which is the nature of the relationship between the social work specialist and the client. In the process of social work, the subject is mainly used - subjective relations, and help is focused primarily on activating the self-defense potential of an individual or group, or is only of an auxiliary nature.

Social work as a kind of activity is in essence communicative. Communicative interaction is a relationship, a semantic aspect of interaction. The main goal of interaction between a social worker and a client is to optimize the mechanisms of social functioning of an individual or social group, which assumes:

Increasing the degree of independence of the client, his ability to control his own life and more effectively resolve emerging problems;

Creation of conditions in which the client can maximize his capabilities;

Adaptation or readaptation of a person in society.

The ultimate goal of a social worker is to achieve a result when the client no longer needs his help.

Communicative interaction is the process of exchanging communicative actions between subjects through the use of signs of the verbal and non-verbal systems for the purpose of mutual information, impact on the intellectual and emotional state and its change and regulation.

All forms and methods of interaction of a social worker can be divided into two groups: work with the client's problem and work on this problem with other institutions, organizations, services. Within these groups, in turn, there is a classification of various types of social interaction. So, for example, the first group includes questions about the nature of the client's problem (job loss, divorce, etc.), on the one hand, and about the characteristics of the client, on the other.

An important component of social interaction is the professional skills of a social worker and, in particular, the degree of proficiency in methods of support, social therapy, correction and rehabilitation.

The interaction of a social worker and a client is part of a purposeful process of practical impact of the relevant state structures, public organizations and associations, including religious ones, on specific forms of manifestation of social relations or social actions. This process of influence in scientific terminology is called social therapy. Unlike psychotherapy, it is a specific service, organizing the client's support of the environment, helping to cope with social conflicts and problems.

Social therapy is carried out using a set of measures of a socio-economic and organizational-educational nature, aimed at bringing the norms and rules of the client in accordance with the established or generally accepted norms and rules of relationships in society, in pursuit of the ultimate goal of restoring his social status.

The nature and content of these measures are determined by the indicators of social diagnosis and the specifics of the social relations or actions themselves, with the obligatory use in each specific case of admissible, from the point of view of law and morality, techniques and methods of checking the results obtained.

Social therapy at the individual-personal or family level is carried out with the aim of social adaptation and rehabilitation of the individual, as well as resolving conflict situations at the environmental level.

In the process of socio-therapeutic interaction between a social worker and a client, verbal and non-verbal behavior is important. As you know, a person's life experience is expressed in two ways: verbal (word language) and non-verbal (body language). The human ability of verbal - speech communication arose from the need for constant interpersonal contacts or interaction in the process of various types of social activities. Verbal communication is predominantly determined by the laws of psycholinguistics and is associated with the formation of an utterance (expressive speech) and its perception by the recipient (impressive speech).

In modern psychology, non-verbal communication is assessed as more reliable than verbal communication, since it is carried out, as a rule, spontaneously, unconsciously. Non-verbal communication tools facilitate the process of transferring information in the "social worker-client" system. On the one hand, in order to be understood and able to exert a psychological influence on the client in order to change his behavior, a social worker needs to own these means of communication, be able to encode and convey his states and intentions in gestures, facial expressions, postures, and intonations. On the other hand, in the course of observing the client's verbal and non-verbal behavior, the social worker receives information about how the client perceives him, how to build relationships with him.

The peculiarity of socio-therapeutic contact is that in the process of interaction with the client, the social worker influences the client's vision of the problem and thus his behavior. The resulting interaction leads to a particular type of relationship.

Thus, the choice of action strategies pursues the following goals:

Influence the client.

Establish the right relationship with him.

G. Bernler, L. Junsson propose a three-part model of action, which covers three groups of strategies of action, differing in levels of management and action.

First, these are strategies aimed at direct implementation of changes by influencing the baseline. They do not require customer understanding. The therapist achieves changes in the client's life situation through his own actions.

Secondly, these are actions, the purpose of which is to induce the client to change their basic actions. The understanding of systemic processes in this case is based on generalizations, i.e. in order for advice and suggestions to have an effect, it is necessary that the client has the same qualities as other people, including the therapist himself. The therapist achieves changes in the client's life situation through direct control. In this case, the therapist takes responsibility for what kind of changes need to be made, while the client is responsible for taking action.

Thirdly, these are actions aimed at internal changes in the system, which can subsequently lead to changes in the client's behavior. These actions require the social worker to have a deep psychological understanding of the client. Changes in the client's life situation occur in this case through indirect control. The goal of indirect therapy is to induce the client to voluntarily accept responsibility for their change.

Such a three-part model of action does not imply the use of only one of the strategies. As a rule, all types of approaches are used in practice, since the life of clients of social therapy is full of problems, which makes it possible to apply different types of therapist's behavior.

The necessary conditions for establishing and maintaining social-therapeutic contact, according to Rogers, are the following characteristic steps of therapeutic assistance:

the client comes for help;

free expression is encouraged;

the counselor accepts and clarifies;

there is a gradual expression of positive feelings

detection is determined by the situation;

positive impulses;

manifestation of insider information (i.e. guesswork, insight);

explanation of the choice;

positive action;

increasing insider information;

independence is growing;

the need for help decreases.

This sequential series of events, involving more than one session, reveals the stages of the therapist's activity, prompting the client, with approval and support, to determine his own path, so that as a result, he no longer needs support.

The degree of participation of a social worker in providing practical and concrete assistance in solving social problems depends on the client's field of activity, his professional role and the nature of the problem.

Undoubtedly, first of all, the client should use his own capabilities. Although the social worker can act as an intermediary here, he must be very careful, since this role involves a certain risk, when, instead of promoting the development of the client's activity, he makes him more passive. But if a person is really bad at coping with the situation or is not able to act, then a social worker is needed here, acting as a "second self".

Thus, the interaction of a social worker and a client is built on a trusting relationship. The social worker should help the client get rid of the problem using various methods (communication and social therapy), with minimal interference in the client's life. The client, in turn, must trust the social worker to work fruitfully.

Communication is a complex and very multifaceted process. BD Parygin noted that this process can act at the same time as a process of interaction between people, and as an information process, and as a relationship of people to each other, and as a process of their mutual experience and mutual understanding of each other.

The definition of BD Parygin focuses on a systemic understanding of the essence of communication, its multifunctionality and activity nature.

Analyzing the scientific literature, L.P.Bueva considered the following aspects of the study of communication:

1) information and communication (communication is considered as a type of personal communication, during which information is exchanged);

2) interaction (communication is analyzed as the interaction of individuals in the process of cooperation);

3) epistemological (a person is considered as a subject and object of social cognition);

4) axiological (communication is studied as an exchange of values);

5) “normative” (reveals the place and role of communication in the process of normative regulation of the behavior of individuals, and also analyzes the process of transferring and consolidating the norms of real functioning in the everyday consciousness of stereotypes of behavior);

6) "semiotic" (communication is described as a specific sign system, on the one hand, and an intermediary in the functioning of various sign systems, on the other);

7) social and practical (praxeological) (communication is considered as an exchange of activities, abilities, skills and abilities).

Communication can be considered in two main aspects, as the development of socio-cultural values ​​by a person and as his self-realization as a creative, unique individuality in the course of social interaction with other people.

Consideration of communication problems is complicated by the difference in interpretations of the very concept of "communication". So, A.S. Zolotnyakova accepted the general as a socially and personality-oriented process, in which not only personal relationships are realized, but also attitudes towards social norms. She saw the general as a process of transferring normative values. At the same time, she presented "general" as "a social process through which society influences the individual." If we combine these two provisions, then we can see that for her the general was a communicative-regulatory process, in which not only the sum of social values ​​is transmitted, but also their assimilation by the social system is regulated.

A. A. Bodalev proposes to consider communication as "interaction of people, the content of which is the exchange of information using various means of communication to establish relationships between people."

Psychologists define communication as "an attribute of activity and as free communication, which is not determined by activity."

The authors of the collection "Psychological problems of social regulation of behavior" consider communication as "a system of interpersonal interaction", limiting the phenomenon of communication only to direct contact between individuals. Communication as a process of interaction is much broader: “communication within groups is intergroup, in a team - intercollective”. But "only in the process of interaction of a person with a person, a group, a collective" is realized the need of the individual in communication.

AA Leont'ev understands communication "not as an interindividual, but as a social phenomenon", the subject of which "should not be considered in isolation." At the same time, he approaches communication as a condition for "any human activity."

A. A. Leontyev's position is supported by other authors as well. So, V. N. Panferov notes that "any activity is impossible without communication." He further supports the point of view of communication as a process of interaction, but emphasizes that communication is necessary "to establish an interaction that is favorable for the process of activity."

A. A. Leontyev's point of view on "communication as a type of activity" and on "communication as interaction", which in turn are considered as a type of collective activity, is closer to the positions of L. I. Antsyferova and L. S. Vygotsky, back in 30s who came to the conclusion that the first type of human activity is communication.

Philosophers have also explored the problem of communication. So. BD Parygin believes that "communication is a necessary condition for the existence and socialization of the individual." L.P.Bueva notes that through communication, a person learns forms of behavior. M. S. Kagan considers communication as a "communicative type of activity", expressing the "practical activity of the subject." VS Korobeinikov defines communication as "the interaction of subjects with certain social characteristics." “From a philosophical point of view,” writes V. M. Sokovin, “communication is a form of information transfer that has arisen at a certain stage in the development of life, which is included in labor activity and is a necessary aspect of it. It is also a form of social relations and a social form of social consciousness. "

From this, far from complete, list of statements by psychologists, sociologists and philosophers, one can see how great the interest of scientists in the phenomenon of communication is.

But from the whole abundance of interpretations of communication, the main thing can be distinguished:

1) communication is a type of independent human activity;

2) communication is an attribute of other types of human activity;

3) communication - interaction of subjects.

The variety of scientific approaches to the phenomenon of communication prompts us to consider it from the philosophical, sociological and psychological sides. This will give us the opportunity to determine the socio-pedagogical status of communication as a factor in the formation of personality.

The sociological concept substantiates communication as a way of implementing internal evolution or maintaining the status quo of the social structure of a society, a social group to the extent that this evolution presupposes a dialectical relationship between the individual and society. The sociological interpretation of the concept of "communication" presupposes a deep analysis of the internal dynamics of society and its relationship with the processes of communication. The sociological concept of communication forms a methodology for understanding the place and role of social institutions of society in the organization of communication as an important factor in the social production of an individual.

With the psychological approach, communication is defined as a specific form of activity and as an independent process of interaction necessary for the implementation of other types of personality activities. The psychological analysis of communication reveals the mechanisms of its implementation. Communication is put forward as the most important social need, without the realization of which the formation of the personality slows down and sometimes stops. Psychologists consider the need for communication to be one of the most important factors that determine the need for communication as a consequence of the interaction of the individual and the socio-cultural environment, and the latter serves at the same time as a source of the formation of this need.

The socio-pedagogical approach to the analysis of the essence of communication is based on its understanding as a mechanism of influence (for the purpose of social education) of society on the individual. In this regard, in social pedagogy, all forms of communication are considered as psychotechnical systems that ensure the interaction of people.

In the special socio-psychological literature, communication is understood as a communicative activity.

Communication activity is a complex multichannel system of human interaction. So, G.M. Andreeva considers the main processes of communicative activity to be communicative (providing the exchange of information), interactive (regulating the interaction of partners in communication) and perceptual (organizing mutual perception, mutual assessment and reflection in communication).

A. A. Leontiev and B. Kh. Bgazhnokov distinguish two types of communicative activity: personality-oriented and socially-oriented. These types of communicative activities differ in communicative, functional, socio-psychological and speech structures.

As B. Kh. Bgazhnokov notes, statements in socially-oriented communication are addressed to many people and should be understandable to everyone, therefore, requirements are imposed on them for completeness, accuracy and high culture.

Along with the external characteristic of communicative activity, there is its internal, psychological characteristic. She, according to I.A.Zimnyaya, manifests itself in the social and individual-psychological representativity of this process.

The social representativeness of communicative activity means that it can only occur for a specific reason in a specific real situation. Individual-personal representativeness is manifested in the reflection of the individual-personal characteristics of the communicators.

Based on the concept of A. N. Leontiev and his analysis of communication as an activity and designating it as "communicative activity", we will consider its main structural components. So,

the subject of communication is another person, a communication partner as a subject;

the need for communication is the desire of a person to cognize and evaluate other people, and through them and with their help - to self-knowledge, to self-esteem;

communicative motives are what communication is undertaken for;

communication actions are units of communicative activity, a holistic act addressed to another person (two main types of actions in communication - initiative and response;

communication tasks are the goal to achieve which, in a specific communicative situation, various actions performed in the process of communication are directed;

means of communication are those operations with the help of which the actions of communication are carried out;

the product of communication is formations of a material and spiritual nature, created as a result of communication.

The process of communicative activity is built as a "system of coupled acts" (BD Lomov). Each such "conjugate act" is the interaction of two subjects, two endowed with the ability to proactively communicate people. In this, according to MM Bakhtin, the dialogic nature of communicative activity is manifested, and the dialogue can be considered as a way of organizing "conjugate acts".

Thus, dialogue is a real unit of communicative activity. In turn, the elementary units of dialogue are the actions of speaking and listening. However, in practice, a person plays the role of not just a subject of communication, but also a subject - an organizer of the communicative activity of another subject. An individual, a group of people, a mass can become such a subject.

Communication of the subject-organizer with another person is defined as the interpersonal level of communicative activity, and communication with a group (collective) - as a group, communication with the masses - as personal and mass. In the unity of these three levels, the communicative activity of the individual is considered. This unity is ensured by the fact that all levels of communicative interaction are based on a single organizational and methodological basis, namely, on a personality-activity basis. This approach assumes that in the center of communication there are two personalities, two subjects of communication, the interaction of which is realized through activity and in activity.

The activity approach in relation to communicative technology means, first of all, its interpretation as the organization and management of the formation of a system of social positions, views, assessments, etc. This takes place in three main forms of communication:

a) monologue (communicative actions-statements of the personality as the subject-organizer of the actions of listening to other subjects - participants in communication prevail);

b) dialogical (subjects interact and are mutually active, mutually proactive);

c) political (multilateral communication, which most often has the character of a kind of struggle for mastering a communicative initiative and is associated with the desire to implement it as efficiently as possible).

Communication as an activity is a system of elementary acts. Each act is defined:

a) the subject - the initiator of communication;

b) the subject to whom the initiative is addressed;

c) the norms by which communication is organized;

d) the goals pursued by the participants in the communication;

e) the situation in which the interaction takes place.

Each act of communication is a chain of interrelated communicative actions:

1) Entry of the subject of communication into a communicative situation;

2) Evaluation by the subject of communication of the nature of the communicative situation (favorable, unfavorable, etc.);

3) Orientation in a communicative situation;

4) Choosing another subject for possible interaction;

5) Statement of a communicative task, taking into account the peculiarities of the communication situation;

6) Development of an approach to the subject of interaction;

7) Attachment to the subject - the interaction partner;

8) Attraction by the subject - initiator of the attention of the partner subject;

9) Assessment of the emotional and psychological state of the subject - partner and identification of the degree of his readiness to enter into interaction;

10) Self-adjustment of the subject - initiator to the emotional and psychological state of the subject - partner;

11) Alignment of emotional and psychological states of subjects of communication, the formation of a general emotional background;

12) The communicative influence of the subject-initiator on the subject-partner;

13) Assessment by the subject - the initiator of the reaction of the subject - partner to the impact;

14) Stimulating the "reciprocal move" of the subject - partner;

15) "reciprocal move" of the subject - the communication partner. Of these fifteen actions, the act of communication is formed.

So, for the emergence of the act of communication, initiative is needed. Therefore, the subject of communication, who takes this initiative upon himself, is called by us the subject - the initiator, and the subject of communication, who takes this initiative - the subject - partner.