Communication styles: description of styles, functions, principles of organization

The first dimension is the degree to which we reveal ourselves in communication to others in order to receive a response from them, especially their reaction, showing how they perceive us and our actions. The second dimension describes the extent to which people share their thoughts and feelings about them with others. By constructing a matrix on this basis, where the first dimension is laid out vertically and the second dimension horizontally, we can classify several styles of interpersonal communication (Fig. 1).

Figure 1. Communication styles

In the first quadrant, the communication style is described as withdrawn: both a low level of openness and a low level of feedback. In this case, the individual, as it were, isolates himself, not allowing others to know him. This style is often used by “introverts” - people with a tendency to turn their minds more inward. Closed communication is the reluctance or inability to express one’s point of view and attitude, existing information. In a closed position, the communicator is silent about his point of view, sometimes even deliberately hiding it.

The use of closed communication is justified in some cases:

1. if there is a significant difference in the degree of subject competence and there is no point in wasting energy and time on raising the competence of the “low side”;
2. conflict situation when it is inappropriate to reveal one’s plans and feelings to the enemy.

In the second quadrant, individuals' communication style can be characterized as self-discovery. This style is characterized by a high degree of openness to others, but low feedback from the individual using this style. Self-discovery in this case is measured in the range from average to maximum. Note that this style suffers from the fact that often the reaction of others remains without feedback or an adequate response from the calling individual.

In the third quadrant, the communication style is determined by protecting oneself and, as can be seen from the matrix, is characterized by a low degree of openness with a high level of feedback. It is used to get to know others better or to evaluate them more correctly. Typically, individuals who use this style are not very open to others, but like to discuss others. They love to hear about themselves, but they do not like to discuss their qualities, especially bad ones, with others.

In the fourth quadrant, the individual's communication style is characterized as open communication or self-realization and is characterized by maximum openness, but also the greatest feedback. Open communication is the ability and desire to fully express one’s point of view and the willingness to take into account the positions of others. With an open position, the communicator declares himself openly a supporter of a certain point of view, evaluates various facts in support of this point of view. Such communications are effective if there is comparability, but not identity of the subject position (exchange of opinions).

In the middle of the matrix are individuals who “sell” themselves when others do the same. This style is called "bargaining for yourself" and is characterized by moderate feedback and openness exchanged in interpersonal communication.

However, it is wrong to think that any one of the described communication styles is the most effective. But the practice of effective communication indicates that the style in which an individual realizes himself is more desirable and is used in the greatest number of situations. Mastering this style is a real asset. With regard to the use of other styles, it is important to understand the problem of effective feedback, the ability to listen to others and reveal oneself, since a person’s behavior in different situations is determined by the goal and tasks that are solved through communicative influence.

Communication will be effective when the recipient of the message correctly reveals the essence of the matter, determines the attitude towards it, understands its essence and the call to action.

Model of management communications

Based on specific studies, a model of management communications is formulated, which determines the forms of communication by a manager. This model includes:

1. Humanist communicator
2. Informal creator
3. Formal controller
4. Mechanical insulationist

The humanist communicator carries out an active process of communication within the organizational hierarchy, both top-down and bottom-up, and is more inclined to people-oriented activities.

A mechanical isolationist communicates little and extremely rarely, and when communicating he is quite formal.

An informal creator implements spontaneous communications in all directions and is inclined to activities aimed at developing his subordinates.

The formal controller carries out pre-planned formal communication interactions and tends to engage in monitoring and control activities.

What does this depend on?

Every person is unique. He has his own character, his own experience, and against this background his attitude towards the world around him is formed. This attitude turns into interaction with society, and, as a result, becomes a communication style for a particular person. A similar phenomenon can be traced both in the everyday sphere and in the work sphere, and there are cases when a person is united in his behavior in both places, and sometimes he seems to split into two.

For example, an experienced and seasoned lawyer in a business environment behaves extremely dryly, extremely professionally, he is perceived exclusively as a busy and strict person. But when he comes home, he becomes a sweet, caring, cheerful, story-reading dad and gentle husband. He allows himself to compliment, smile, laugh and even fool around. This means that a person approaches his work extremely professionally and understands that his line of work does not involve “lisping.”

But at home he is himself - everything is fine, and he is “white and fluffy.” A completely different situation will occur in the life of a woman who works as a teacher in a kindergarten, but at the same time she has problems on the personal front. She will be very kind to children at work, but at home she can act extremely cold and unemotional.

Communication roles in interpersonal communications

A number of experts identify the following communicative roles in interpersonal communications:

• watchman,
• liaison,
• opinion leader,
• cosmopolitan,
• isolate.

Individuals who control the flow of messages in organizations are called gatekeepers. They filter the flow of information, clearing it of unimportant messages. Messengers are located at the intersections of information flows circulating between groups, which in the system seem to connect two or more groups on an interpersonal basis. They occupy strategic positions in organizations and can either speed up the exchange of information or slow it down, becoming a bottleneck in the communication network. Individuals whose judgments and assessments are listened to in the team, whose opinion is authoritative in the organization, are classified as “opinion leaders.” They are not always leaders, but they can influence the actions and behavior of employees. They communicate frequently with competent sources of information and are always available for contact with other team members. Cosmopolitans have frequent and active contact with the external environment, are often purveyors of fresh ideas, and are the ears and eyes of the organization. Isolates have virtually no contact with other employees; not included in the communication network of the organization, they are characterized by reduced productivity, which is a consequence of their isolation.

So, adequate implementation of the communication roles described above significantly increases the viability of organizations. Far-sighted management supports their communicative activity, ensuring the full functioning of the informal structure of the organization.

What is communicative communication and how is it different from ordinary communication?

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Communication differs from communication in the following ways:

• directional information from the source of information to the listener;
• there is a specific goal of the conversation;
• there are no emotional connections, no personal reactions between the participants in the conversation.

If the exchange of information occurs between equal subjects, then this can no longer be called communication - it is communication. The same thing happens if emotions appear in a conversation, various sharp reactions appear, likes and dislikes for certain objects appear. Proper communication is essential for business and interpersonal relationships.

Communicative communication can only be built by creating a certain interaction. Also, both parties, on equal terms, must be ready to participate in the exchange of information.

The structure of communicative communication has such important components as:

• source of information - the subject of interaction who is going to share the information he has;
• transmitter - indicates the method of transmission (speech, writing);
• communication channel - the path that information travels before being perceived by the subject (personal communication, letter, newspaper);
• receiver - deciphers information into signals understandable to the brain; the receiver refers to vision, hearing and thinking;
• recipient - the person who should receive the information.

It is also worth understanding that communication can be not only business, but also everyday. The first includes professional, which is seriously influenced by various rituals and traditions.

Focused

Such people, as they say, will go over their heads, but will always achieve what they want. Incredibly strong individuals who do not make mistakes: they call them experience, and having stumbled, they immediately get up and move on. They are generally not susceptible to criticism and bullies: they have a goal and they achieve it. A goal-oriented communication style is characteristic of people who love order and prosperity.

They always dress discreetly, strictly, but at the same time very expensively, they do not like excess accessories, they choose one, but a worthy one. They speak and communicate just as strictly, concisely and strictly to the point. Their catchphrase can be considered: “Do you have a minute?” - after which you will immediately receive a huge amount of information in a compressed form. Among goal-oriented people, there are rarely beggars or lost individuals - these are two mutually exclusive factors.

Facilities

Communication tools in psychology are divided into two main groups:

1. Verbal. The sign system through which information is transmitted is speech. This is a universal means of communication. During verbal communication, the meaning of information transmitted from subject to object is best learned. With the help of speech, the communicator (speaker) encodes information, and the recipient (listener) decodes it.
2. Nonverbal . Often the meaning of words spoken by a speaker varies depending on his non-verbal signals (gestures, facial expressions, tone of voice, gaze, posture, pauses, etc.). That is, it is not what a person says that matters, but also how he says it.

Emotional

This style of communication in communication is a mirror image of the previous one. It also lacks order, linearity and clarity, but at the same time the person ceases to be bright and loud, but becomes calm, melancholy, and thoughtful. People who have a “cute mess” going on in their heads and in their words. In communication, they can be inconsistent, jump from one topic to another, often become thoughtful and fly off into their fantasies right in the middle of the dialogue. These are creative individuals, but due to a lack of ambition, they rarely reach the top.

Side

What does the communicative side of communication involve?

Communication is not just the movement of information, but a mutual exchange.

General meaning is developed when information is not only accepted, but also comprehended.

Accordingly, communication becomes possible when the source of information and its recipient have a similar encoding and decoding system . In other words, they must communicate in “the same language.”

Communication barriers often hinder the building of interaction. For example, an adult cannot explain to a two-year-old a question that is beyond the child’s understanding.

This is explained by the presence of an age barrier, due to which the subject and object of interaction have significantly different levels of intellectual development.

Also, a scientist will not be able to clearly convey information on a scientific issue to an athlete, since they have different levels of knowledge about the subject of discussion.

How to choose a style of communication with clients?

When choosing a communication style, you need to take into account the characteristics of the business, as well as the needs of the target audience:

• age of clients. After drawing up a portrait of the target audience, it is necessary to perform segmentation, dividing clients according to various characteristics, including age. Age plays a primary role when choosing a communication strategy, because people under 25 years old accept free and friendly communication, while people aged 35-45 years and older prefer a more business-like style with elements of interest;
• audience. For the B2C segment, engaging, dramatic, and calming styles will be optimal. Business representatives are guided not by emotions, but by benefits, so it is better to communicate with them in a businesslike tone, using elements of an impressive and precise style;
• purchasing power and average bill. The more a client spends in an online store, the more demanding he is about communication policy. Wealthy clients require special attention, high interest, combined with a business style. The dominant number of such clients are confident that they are right, so they expect politeness and absolute interest from the manager, and also love personalization.

Priority communication channels need to be identified. Today, more than 70% of all dialogues take place in instant messengers, which involve quick questions and answers. Phone calls are allocated about 25%, email and other communication channels - less than 5%. During a telephone conversation, the manager has the opportunity to quickly establish contact with the client; instant messengers and online chats on the website of an online store require higher professionalism, as well as the ability to use punctuation marks, emoticons, and content to add emotional color to the conversation.

Reading between the lines

We found out how people with different communication styles communicate with each other in a given environment. Well, we shouldn’t forget that we all share with the world additional information about ourselves and our opinions regarding a particular issue using non-verbal signals. On a subconscious level, they are perceived by others and make us, in their eyes, who they think we are. If your speech completely coincides with the thinking process, there is no dissonance and there will not be, you will look convincing even in the eyes of inveterate skeptics.

If your communication style is falsified - you decided to be in a different skin, or you are already accustomed to constantly changing roles, people may notice this. As a rule, styles of nonverbal communication are no different in structure from types of verbal communication. However, if they do not correspond to each other within the same personality, it is difficult for us to interact with such a person.

Authoritarian

Decision-making is coordinated only by management, while the executive team only carries out the instructions of those who are above them. In this type of communication between subordinates and bosses, there is a control factor, a system of punishments and rewards.

Such a concept as initiative on the part of employees is unacceptable - it is only important to accurately and routinely carry out their instructions. Gradually, this type of communication is dying out in a working society, but for some areas of activity it is the only source of existence.

Initiator

This is a style of interpersonal communication in which a person is extremely active, loud, looks bright and constantly comes up with something new. These people are often called “clowns,” “jesters,” or “the life of the party.” Moreover, this pattern of behavior can be the basis of both business relationships (surely you have met such an overly bright and exuberant, but brilliant artist at least once in your life), and serve as the foundation for building love and friendship.

Such people look exactly the same as they behave - bright, bold, and sometimes even tasteless. They always speak very loudly, can afford to go beyond the bounds of decency, and at the same time they are replete with ideas, in everything they see something of their own, based on impressions. Their words and thoughts seem crazy, but brilliant.

At work

Professional activity is one of the key areas of our lives. As given in the example above, it happens that a person transforms for successful self-realization at work, and it happens that he “pulls all his life baggage into the office.” Whether this is good or bad depends on the profession and the team, so you need to look at the situation individually.

However, in the field of work, business communication styles have been identified, which involve communication between management and the team. There are only two of them, and each of them is correct to one degree or another. You just need to focus on the employees, their views and the essence of the work being performed.

Psychological techniques for communicating with clients

Online store managers must adhere to a consistent communication style and also use scripts. However, sometimes they will have to go beyond the limits, which is especially important for buyers with non-standard requirements and a complex character. The psychology of communication with a client includes several basic rules that will prevent outbursts of anger and loss of loyalty:

• determination of solvency. Customers with a minimal budget will be happy to receive a discount or other benefits; customers with solid financial resources will be put off by a minimal discount or offers related to low-budget goods;
• the ability not to interrupt. Many clients are quite verbose, so managers must be able to listen to a monologue to the end. In a ton of unnecessary information, they will find important facts that will help persuade the client to a positive purchasing decision;

Tone of communication with clients

• stay on the same level. The manager knows more about products, manufacturers and properties than the client, but he should not use this information to rise above the interlocutor. Devaluing the knowledge of a potential buyer, interrupting and presenting information in an authoritarian style are unacceptable;
• backup plan. Each manager should have spare dialogues and phrases that will be used to communicate with demanding, picky and other difficult clients;
• dragging out the conversation. Most clients want to receive the information they are interested in immediately, without wasting time on long conversations. If a manager intentionally increases the timing of the conversation, then this only causes irritation;
• not only hear, but also listen. By letting the client's speech fall on deaf ears, as well as ignoring the given requirements, the manager risks losing the buyer and profit. For example, if a client mentions during a conversation that he has a dog, then in addition to the main product, the manager will be able to offer promotional products for pets, which will increase the check and help demonstrate interest.

During communication, the manager can change styles, but he must use a set of mandatory phrases that are the basis of the communication strategy: greetings and farewells, listing the benefits and offers of the online store, a standard package of additional products, etc. You should not ask the following questions, which raise doubts in the client and highlight the manager’s uncertainty:

• “Have you already chosen a product?”, alternative – “Can I help you choose?”;
• “You will pay for the goods, how?” – “Do you want to pay in cash, by bank transfer or do you prefer cash on delivery?”;
• “When will you call back to clarify the details of the transaction?” or “Can we call you back?” – “Let's agree on a time at which we will call you to discuss the details of cooperation?”;
• The list of questions depends on the target audience and the characteristics of the business, but the use of vague formulations and hackneyed phrases causes rejection in the client. The user should have the choice and opportunity to refuse the services of a consultant, but the manager should try to take the initiative into his own hands in order to bring the client to the final stage of the transaction.

Analyst

This style of mass communication can be compared with a “gray mouse” that says almost nothing in response. But at the same time, it’s difficult to guess what’s going on in her head. Analysts are people who love order and minimalism, and it is in this “genre” that they communicate with everyone around them.

They are always dressed strictly and angrily, but not particularly expensive. When communicating with you, they will ask short leading questions, and in response to yours they may remain silent, and all because at the moment they are analyzing the information received. Like representatives of the previous style, they rarely achieve career heights because they do not have enough ambitions.