The psychology of communication is one of the fastest growing areas in psychology. This is not surprising, because communication is an integral part of human life. Communication with colleagues, bosses, family, loved ones, friends, acquaintances or random interlocutors is part of everyday life.
Communication is diverse, and its classifications are also diverse. The most popular division is into the following levels:
- primitive,
- manipulative
- masks (standardized),
- conventional,
- game,
- business,
- spiritual.
First level: primitive
At the lowest level, the interlocutor is still perceived as an object, and he is assessed on the scale “needed - hinders.” If the interlocutor-object interferes, there is a desire to get away from him as quickly as possible, without explaining anything. The inner world of the individual is not considered at the primitive level of communication. Speech is usually fast and terse.
This level is “primitive” also in a bad sense. The attitude towards the interlocutor is openly expressed, even if this may offend him; the interlocutors often interrupt each other and do not comply with communication norms.
Let’s say that a drunkard gets attached to a person going to work. It is unlikely that they will say hello and goodbye, and also try to examine each other’s inner world. By all indications, this is an example of a primitive level of communication.
Seven levels of communication
One of the most interesting, complete and popular classifications of communication levels to date was proposed in 1996 by the writer and psychiatrist A.B. Dobrovich . He identified seven levels of communication. The author took the ethical side of communication and the “ethical impeccability” of the interlocutors as the basis for the classification.
Primitive level
The lowest level, when the interlocutor is perceived not as a subject, but as an object and is assessed on a scale of “necessary - interfering.” If “necessary”, there is a desire to take a position “from above” in communication with him, if “interfering”, there is a desire to stop communication without explaining the reasons.
At a primitive level, perception is stereotyped, the inner world of the individual is ignored, only appearance is assessed. The vocabulary of people communicating at this level is poor, and the rate of speech is fast.
This is the most unethical level:
- the attitude towards the interlocutor is expressed openly and directly, without taking into account his feelings and norms of social behavior;
- the interlocutors do not speak polite words, may not greet or say goodbye, as is customary in society,
- they talk incessantly, not wanting to listen to the other;
- obscene expressions and swearing are used in speech.
At this level, mostly hooligans, boors, people intoxicated, etc. communicate.
Manipulative level
At this level, the partner is perceived as a toy or doll that must be controlled in order to gain personal benefit. The manipulator “plays” with the victim, always strives to take a position “on top”. He prepares for this in advance: he searches for and finds the “doll’s” weak points, develops tactics and “sets traps.”
Any manipulative technique is unethical, since it is aimed at another person against his will. Lies, threats, accusations, blackmail, feigned love, feigned weakness, and so on - all these are violent methods aimed at forcing a person to do what the manipulator needs. However, manipulation is sometimes not recognized as such, and the “puppeteer” does not always understand that he is harming his “doll.”
People often descend to this level of communication. And for representatives of some professions (for example, in trade), the ability to manipulate people is a necessary skill.
Standardized level or "mask contact"
Such communication is superficial, standard and formal. At this level, people communicate without actually communicating, since they hide behind a “mask” - a certain role. There is a contact of masks, not personalities.
At this level there is no readiness to communicate, but there is a desire to hide your true thoughts, feelings, and plans from others. When putting on a “mask”, the subject worries that his true “I” will not be visible through it and evaluates the interlocutor by the criterion of how determined he is to tear off the “mask” from him.
A person trying to hide his “I” behaves in a formally polite, feignedly aggressive, eccentric, feignedly modest, or other predetermined manner. After communication at the “mask contact” level, there remains a feeling, and sometimes a clear understanding, that the interlocutor was not open and sincere.
Each person has several masks, because it is not always appropriate or possible to express one’s “I”. Millet society obliges people to wear different masks in different situations, so there is nothing wrong with “mask contact”, the main thing is not to forget which “face” is true.
Conventional level
At this level, people interact ethically and culturally. Interlocutors have a desire and need to communicate. Here the position of communication is not “above” or “below”, but “next to”, therefore such communication can already be called full-fledged civilized human communication.
Interlocutors:
- accept and respect each other,
- try to understand each other's point of view,
- set a common goal - to reach an agreement,
- communicate openly, sincerely, speak directly, but with respect, even if they are opponents.
If the relationship is not confrontational (confrontation), but congruent (mutually agreed upon), the subjects of communication are full partners. Everyone pursues their own goal, but is ready to give in and sacrifice something in order to achieve agreement.
Business people often communicate at this level. It is also good to be able to communicate with loved ones on a conventional level. It is always important to be able to listen to your partner, understand him and try to find a compromise. This level is much better than the primitive, manipulative or standardized.
Game level
This is a high level of communication when partners are “reflected” in each other. This level, unlike the previous ones, is full of positive emotions and feelings, and most importantly, sincere interest in the personality of another person and sympathy for him.
At the gaming level, people who have known each other for several days communicate, and have managed to get to know each other enough to want to continue the relationship. Humanity, gallantry, tact, goodwill, interest, compliance, care, sensitivity and sensuality reign here.
People play, but not in order to achieve a selfish goal or to look like someone they are not, but in order to make the best impression on their partner. The subject of communication reveals the positive side of his personality and expects reciprocity.
At this level, a man and a woman communicate at the first stage of a relationship, and, in principle, all people are in love, sympathetic, or simply experiencing warm emotions towards someone. Optimists and comedians also communicate at this level.
Business level
At this level there is also a place for love, but what is more important is that there is a special form of it - love for a common cause. People carry out joint activities and have one, common and desired goal. They communicate as equals, are open, and are always ready to help.
Relationships are supported by mutual affection, trust, support, sincerity, fidelity, respect, devotion to a common goal, and a sense of “elbowdom.” At this level, appearance, masks, roles, etc. are not important; sensitivity and the ability to interact harmoniously are more important.
Relationships at this level can last a very long time, be deep, strong and serious. From the outside they may look too smooth and simple, but in themselves they are valuable.
Business partners who have been working in tandem for a long time, old friends, spouses who have managed to build harmonious relationships after the period of intense love has passed communicate at this level.
Second level: manipulative
As the name suggests, at the second level of communication the interlocutor is perceived as an object of possible manipulation. The manipulator tries to control his victim, sometimes unconsciously.
An example of the second level of communication would be interaction with a sales consultant. You already follow the norms of communication, but you still treat each other indifferently and do not try to get to know each other as individuals. At the same time, the sales assistant is trying to influence you psychologically so that you make a purchase.
Manipulative techniques in teaching practice
The interaction between students and teachers presupposes a certain pattern of behavior on both sides. In the process of teaching children, teachers usually use manipulative tactics such as excessive control, administrative pressure, and emotional influence. Such influences provoke passive obedience in students and cause feelings of fear and depression. Signs of a teacher’s manipulative behavior:
- Reluctance to take responsibility for decisions made.
- Imbalance in concepts is a gain for the teacher and encouragement for the student.
- Forceful pressure on an individual.
- The desire to provoke a stereotypical reaction in the student.
The recipient of influence in such situations is characterized by the formation of psychological automatisms, suppression of sincere, natural reactions, a return to infantile, childish reactions, and the development of a state of narrowed consciousness. Students who fall under the influence of a manipulative teacher become aggressive, touchy, fussy, and tense.
Third level: standardized
Formal and superficial communication. At this level, people participate in communication from the perspective of a role, and not from the perspective of their personality. That is, the boss and subordinate are communicating, not Anton and Andrey.
This level is also called the “mask” level. These “masks” can be not only professional, but also any other roles with which a person covers his personality.
Of course, when a person puts on a “mask” in communication, he becomes insincere and closed. He does not show his real feelings, does not express his thoughts. After communicating at a standardized level, it is difficult to say what kind of person your interlocutor really is.
Levels of intercultural communication
In a multinational country, which, for example, is Russia, communication between people of different ethnic groups is inevitable. At the same time, mutual acquaintance with the norms of moral behavior, customs, beliefs, and national traditions occurs at the level of both personal and social, business, and industrial relations.
The study of these processes led to the identification of levels of intercultural communication depending on the number of its participants.
- Interpersonal level of communication between people of different ethnic groups. In direct communication, a person, voluntarily or involuntarily, demonstrates not only linguistic characteristics, but also behavioral ones. A large role in establishing the interpersonal level of communication is played by his gender, age, appearance, education, and social status. The willingness to understand and respect the national characteristics of a communication partner inspires trust and a desire to maintain business or personal contacts.
- Intercultural communication of members of small groups can be carried out within the framework of business meetings (participation in events, exchange of experience, coordination of production activities) or occur by chance (trips, travel). Features of speech, behavior, and thinking of people of different nationalities have a serious impact on the nature of their communication. They can cause negative reactions if partners demonstrate their exclusivity and are not ready to look for forms of communication acceptable to both parties.
- Intercultural communication at the ethnic level (large groups) contributes to the renewal and mutual enrichment of the cultures of neighboring peoples. But at the same time, it gives rise to tendencies towards preserving national identity, features of life, beliefs, and traditions. The violent suppression of the culture of any ethnic group by another that dominates the common territory leads to its complete or partial destruction.
In multinational states where there is economic and political unity of the peoples inhabiting them, a national level of intercultural communication is possible.
Fourth level: conventional
Cultural, polite and ethical communication. Both interlocutors have the desire and readiness to communicate. As a rule, communication at the fourth level takes place on equal terms (or close to it). There is no obvious manipulator and no obvious victim.
The interlocutors treat each other with respect, try to understand someone else’s point of view and, if opinions differ, strive to come to an agreement. Open and sincere communication.
We can observe a conventional level of communication at a business meeting of business partners and sometimes in family circles or among friends.
Types of manipulation in business
It’s worth delving into the topic of business and work. Because there are very interesting types of manipulative communication taking place here.
The “I’m being torn to pieces” technique, for example. What's the point? The employee volunteers to take on a bunch of tasks. And when they try to get this or that result from him, he begins to be indignant, operate with his overload, complain that he has been “pushed over.” Those around him feel guilty and decide not to touch the employee.
Another interesting technique is called “Kazan Orphan”. The employee tries not to catch the eye of his superiors. And then he complains to everyone around that he is not noticed and no one is in charge of him.
“Child at work” is also a good technique. Everything is simple here. The employee pretends to be stupid, naive and unhappy so that his colleagues or boss sigh condescendingly: “Eh, it’s easier to do everything yourself than to explain something to him.” The most popular excuses from employees in such cases are: “Well, I’m not a professor like you!” (here the effect is enhanced by hidden flattery), “I’m a weak, defenseless woman!”, “I’m too stupid and good for nothing.” Many people understand how profitable it is to be considered a fool. Here the goals of communication are clear - to make it easier for yourself to exist in a team and receive a salary while parasitizing.
Fifth level: gaming
There is genuine interest and sympathy for the interlocutor. A characteristic feature of the fifth level of communication is saturation with feelings and emotions. As a rule, those people who communicate at the gaming level are those who have known each other for several days.
The fifth level of communication is characterized by goodwill, tact, sensuality and sensitivity, care and compliance. Most often, interlocutors try to show their best side and create mutual affection for each other. That is why this level is called the game level.
An example of the fifth level is communication between a woman and a man at the stage of falling in love.
Sixth level: business
There is a love for the common cause here. People united by a common goal are open to each other, communicate as equals and are always ready to help.
The business level of communication is distinguished by the openness of its participants, mutual trust, fidelity, sincerity, mutual respect and, as they say, “a sense of comradeship.” “Masks” at this level have no meaning.
At the sixth level, old friends and spouses who have already passed a stormy, passionate period communicate.
Methods of influence
In order for an object to respond to a request, manipulators affect his feelings, emotions, and preferences.
During a dialogue, a person influencing consciousness does not use facts and arguments, but appeals to various factors that are not related to the matter:
- personal pity (giving examples of human generosity, inclination to the desire to help due to difficult life circumstances, one’s own state of health, intense employment);
- general benefit (inclination to perform actions for the common good);
- love, affection (instead of justifying the reasons, they appeal to friendly, loving, family relationships);
- public opinion (attracting the opinion of the majority in your support);
- physical violence (if the object does not comply with the request, force will be used against him);
- personal conceit (they use praise and compliments in the hope of reciprocal affection).
About the transition between levels
The level of communication may vary. And both from bottom to top and from top to bottom. You can also communicate with the same person on different levels in different situations: for example, if you work with your friend in the same place and he is your boss, then at work you can communicate at a conventional or standardized level, and in your free time - on the gaming or spiritual.
In order for the article to be truly useful to you, we suggest that you analyze all your contacts in the next few days and determine the level at which communication took place. Does it suit you? Do you want to upgrade or lower it? Based on the level descriptions, how can you do this? These skills will definitely help improve your communication.
We wish you success!
We also recommend reading:
- Storytelling
- 10 Ways to Improve Your Communication Skills
- Level 5 leader
- Proxemics
- Rules and stages of working with objections
- 10 Tips on How to Talk to Anyone
- 5 levels of leadership
- L. Kohlberg's theory of moral development
- 5 Tips on How to Develop Your Effective Communication Abilities
- Perceptual side of communication
- Assertive influence
Key words:1Communication
Business communications: levels, sides, functions
Introduction
It's no secret that communication is an important part of doing business. By regularly communicating with colleagues, bosses, subordinates, and clients, we learn about their interests and needs, show ourselves, and present our results. Without the ability to clearly and tactfully express your thoughts, as well as listen to others, it is impossible to realize what you want.
Business communication is definitely an art in which a sense of tact and a sense of contact with a partner plays a significant role. At the same time, certain techniques and developments have already appeared that recommend how to express your thoughts correctly and clearly; what words are best suited for the chosen topic and for the given setting; in what cases it is worth emphasizing the partner’s personality, and in what cases – on his activities, etc.
Studying the specifics of using business communication technologies is a relevant topic today.
The objectives of this work are:
— study the concept of business communications
-study the levels and aspects of business communications
-study the functions of business communication
— draw a conclusion about the need for business communication for a manager.
The purpose of this work is: to study business communications and identify their importance for the manager.
- Basic characteristics of business relationships.
Business communication is a complex process of developing contacts between people in the business sphere. Its specific features are the following parameters:
- formal in nature: its participants act in official statuses and act strictly within the framework of their role settings;
-orientation towards achieving the required result within the framework of the activities of interlocutors and business partners;
- regulation, clear subordination to established
restrictions that are determined by national and cultural traditions, professional ethical standards, while there are “written” and “unwritten” norms of behavior in official communication.
In business communication, the formation and development of business relations between two or more socio-economic
subjects, whether employees or managers speaking on behalf of
name and in the interests of:
- private companies,
- government organizations,
— non-profit organizations, public associations,
associations, etc.
Thus, the subjects of business relations are people who have certain statuses and fulfill role requirements.
The purpose of business relations is to organize joint activities, as a rule, in the field of solving economic, social, and political problems. For example, business communication of the head of a construction company will be recognized not only as contacts with companies to carry out the required work, but also as coordination of planned work with the local population, the municipality, residents of nearby houses, etc. At the center of such communication are the interests of the business, the functional responsibilities of the partners, reaching agreement on the expected result, and everyone’s contribution to obtaining this result.
The effectiveness of communication can only be assessed in terms of its goals. Speaking about business communication, effectiveness can be called the degree to which goals are achieved or the original problem is resolved. It would be more accurate to include in the definition of effectiveness not only an assessment of the achieved result, but also the resources expended: financial resources, emotional and intellectual efforts, time.
Nevertheless, business communication is of a targeted nature, and therefore the problem of the effectiveness of business communication determines, in fact, the remaining chapters of the first module of this textbook.
The effectiveness of business communication is influenced by psychological, legal, technical, organizational, cultural, and social factors.
- Communication structure
The structure (from the Latin Structura - arrangement, order) of an object is understood as the order of stable connections between the elements of the object of study, which ensure the integrity of this phenomenon, its identity in the process of external and internal changes. For the same reason that it is difficult to define communication comprehensively, it is also difficult to define the structure of communication. At the same time, the formalization of any phenomenon, including communication, and the identification of stable connections between structural components in it, makes it possible to understand and analyze it more deeply.
There are various approaches to the problem of the structure of communication: through identifying the levels of analysis of this phenomenon, through the analysis of the structural elements of communication in situations of direct interaction, or through a list of its main functions.
Regarding the levels of analysis, let us recall the classification of B. Lomov, who proposed three levels:
Macro level: communication is a complex network of relationships between an individual and other people and social groups and is considered as an important aspect of a person’s lifestyle (the process of communication is studied at time intervals, compared, compared with the duration of human life, with emphasis placed on the analysis of the mental development of the individual);
Mesa level: communication is considered as a set of purposeful, logically completed contacts or interaction situations that change and in which people find themselves in the process of life at specific time periods of their lives (the emphasis is on the substantive components of communication situations - “in connection with what” and “with what goal"; around this subject of communication the dynamics of communication are revealed, verbal and non-verbal means, stages of communication are analyzed);
Micro level: attention is focused on the analysis of elementary units of communication as the interaction of behavioral acts (interaction covers the action of one partner and the reaction of another, for example, “question - answer”, “communication of information - attitude towards it”, etc.).
G. Andreeva defines the structure of communication as highlighting three interrelated factors in it: communicative (involves the exchange of information between individuals); interactive (organization of interaction between participants in communication, i.e. exchange of not only knowledge, ideas, but also actions); perceptual (the process of perception and knowledge by partners of each other and establishing mutual understanding on this basis).
B. Parigin considers the structure of communication as the relationship of two aspects - content and formal, i.e. communication and interaction with its content and form.
A. Bodalev distinguishes gnostic (cognitive), affective (emotional) and practical (active) components in the structure of communication.
The logical basis for modeling the structure of communication as a process (transfer of information, mutual influence, knowledge of each other, exchange of results of activities, etc.) can be the characteristics of its relatively autonomous components, such as: purpose, content, means of communication; participants in the process, the type of communication established between them; motives, needs, value orientations of communication participants; communicative potential of subjects of communication; types and forms of communication; sociocultural and ethnopsychological specifics of communication; ethical, psychological and gender characteristics of communication; communication style, strategies and tactics; result of communication.
In this context, it is important to emphasize the role of the environment in which interaction takes place. We are talking about the social situation of communication, primarily about the presence of other people during communication, which change this process. In particular, people who are sociable quickly navigate any situation, enjoy and feel elated from “working in public,” while those who have difficulty establishing contacts get lost, act impulsively, and lose control over their behavior and what they say.
In the characteristics of direct communication, one should distinguish between: instrumental orientation (to accomplish a socially significant task, to a cause, result) and personal orientation (to satisfy personal needs and desires.
The communication process can be considered complete if it harmoniously combines two interrelated factors: external (behavioural, operational and technical) and internal (value characteristics of the individual.
External - manifests itself in the communicative actions of the participants in the process, in the choice of style, form, communication strategy, in language activity, intensity of actions, adequacy of behavior, etc. Internal - reproduces the subjective perception of the interaction situation, which is expressed using verbal and non-verbal signals.
- Communication functions
As for the functions (from the Latin Functio - execution, implementation) of communication, they are understood as the external manifestation of the properties of communication, the roles and tasks that it performs in the process of an individual’s life in society.
There are various approaches to the classification of communication functions. Some researchers consider communication in the context of its organic unity with the life of society as a whole and with direct contacts of people and the inner spiritual life of a person.
The following functions are distinguished:
communication is a form of existence and manifestation of human essence, it plays a communicative and connecting role in the collective activities of people;
represents the most important vital need of a person, a condition for his prosperous existence, has a psychotherapeutic, confirmatory meaning (confirmation of one’s own “I” by another person) in the life of an individual of any age.
The listed functions, taking into account their integral nature, are those factors that show a significantly more significant role of communication for a person than simply transmitting information. And knowledge of these integral functions that communication performs in the process of individual human development makes it possible to identify the causes of deviations, disruptions in the interaction process, defective structure and form of communication in which a person has been involved throughout his life. The inadequacy of a person’s forms of communication in the past significantly affects his personal development and determines the problems that confront him today.
A significant part of researchers highlight the functions of communication related to the exchange of information, interaction and perception of each other by people.
Thus, B. Lomov distinguishes three functions in communication: information-communicative (consists in any exchange of information), regulatory-communicative (regulation of behavior and regulation of joint activities in the process of interaction, and affective-communicative (regulation of the emotional sphere of a person.
The information and communication function covers the processes of generating, transmitting and receiving information; its implementation has several levels: at the first level, differences in the initial awareness of people who come into psychological contact are equalized; the second level involves the transfer of information and decision-making (here communication realizes the goals of information, training, etc.); the third level is associated with a person’s desire to understand others (communication aimed at forming assessments of achieved results).
The second function - regulatory-communicative - is to regulate behavior. Thanks to communication, a person regulates not only his own behavior, but also the behavior of other people, and reacts to their actions, that is, a process of mutual adjustment of actions occurs.
Under such conditions, phenomena characteristic of joint activity appear, in particular, the compatibility of people, their teamwork, mutual stimulation and correction of behavior. This function is performed by such phenomena as imitation, suggestion, etc.
The third function - affective-communicative - characterizes the emotional sphere of a person, in which the individual’s attitude to the environment, including social, is revealed.
You can give another, slightly similar to the previous, classification - a four-element model (A. Rean), in which communication forms: cognitive-informational (reception and transmission of information), regulatory-behavioral (focuses attention on the characteristics of the behavior of subjects, on the mutual regulation of their actions ), affective-empathic (describes communication as a process of exchange and regulation at the emotional level) and social-perceptual components (the process of mutual perception, understanding and cognition of subjects).
A number of researchers are trying to expand the number of communication functions by clarifying them. In particular, A. Brudny distinguishes the instrumental function necessary for the exchange of information in the process of management and collaboration; syndicative, which is reflected in the cohesion of small and large groups; translational, necessary for training, transfer of knowledge, methods of activity, evaluation criteria; function of self-expression, focused on searching and achieving mutual understanding.
L. Karpenko, according to the “goal of communication” criterion, identifies eight more functions that are implemented in any interaction process and ensure the achievement of certain goals in it:
contact - establishing contact as a state of mutual readiness to receive and transmit messages and maintain communication during interaction in the form of constant mutual orientation;
informational - exchange of messages (information, opinions, decisions, plans, states), i.e. reception - what data is transmitted in response to a request received from a partner;
incentive - stimulating the activity of the communication partner, which directs him to perform certain actions;
coordination - mutual orientation and coordination of actions to organize joint activities;
understanding - not only adequate perception and understanding of the essence of the message, but also the partners’ understanding of each other;
amotive - inducing the necessary emotional experiences and states from a communication partner, changing one’s own experiences and states with his help;
