Теория и методика профессионального образования | Мир педагогики и психологии №03 (104) Март 2025

Неконфликтное общение как залог успешной реализации профессиональной коммуникативной компетенции

Мартынова Наталия Анатольевна
заведующий кафедрой иностранных и русского языков, кандидат филологических наук, доцент, Орловский юридический институт Министерства внутренних дел Российской Федерации имени В.В. Лукьянова, РФ, Орел

Аннотация: В статье анализируется процесс формирования навыка неконфликтного общения в рамках формирования коммуникативной компетенции офицера полиции. Современное общество ставит перед офицерами полиции задачи, которые невозможно решить, не обладая навыками неконфликтного общения. Сформированная коммуникативная компетенция позволяет сотруднику полиции решать задачи, требующие уверенного навыка профессионального общения. В исследовании рассматривается опрос, проведенный с сотрудниками полиции по вопросам неконфликтного общения и способам оценить ситуацию и избежать конфликта с коллегами и гражданами. Анализируются языковые и внеязыковые особенности неконфликтного общения.
Ключевые слова: профессиональная подготовка кадров, полицейское образование; коммуникативная компетенция, неконфликтное общение, служебная деятельность, формирование личности.

Martynova Nataliya Anatolyevna.
Head of the chair of Foreign and Russian languages, Candidate of sciences (Philology), assistant professor, The Orel Law Institute of the Ministry of Interior of the Russian Federation named after V.V. Lukyanov, Russian Federation, Orel

Abstract: The article analyzes the process of formation of non-conflict communication skills within the framework of the formation of the communicative competence of a police officer. Modern society sets tasks for police officers that cannot be solved without having non-confrontational communication skills. The formed communicative competence allows a police officer to solve tasks that require confident professional communication skills. The study examines a survey conducted with police officers on non-confrontational communication and ways to assess the situation and avoid conflict with colleagues and citizens. Linguistic and non-linguistic features of non-conflicting communication are analyzed.
Keywords: professional training, police education; communicative competence, non-conflict communication, official activity, personality formation

Effective communication in the modern world plays a key role in various spheres of human activity, since communication skills contribute to a more successful solution of many professional problems. Human life takes place in constant communication, and interaction with other people is an integral part of this process. In this context, it is difficult to overestimate the importance of competent communication for the quality of life [1, c 52].

In this regard, there is a need to study professionally conditioned communication among police officers and identify the main tactics and strategies for effective interaction. Within the framework of this monograph, the communication process as a whole, the conditions for its success, as well as key aspects of effective non-conflict communication of police officers will be considered.

It is planned to analyze the communication skills and abilities of employees of the internal affairs bodies in terms of their form and content. Professional competence becomes vital for a police officer, which, in turn, affects his overall communicative competence.

Professional competence becomes significant and vital for a police officer, which as a result leaves a certain imprint on his general communicative competence [2, c. 165].

The peculiarities of interpersonal communication are associated with the formation of specific character traits in the professional structure of a person. In the process of communication, police officers and citizens can explore and experiment with their interpersonal styles, establishing relationships. Отмечается, что непосредственно различия в способе языковой репрезентации какой-либо информации и языковой интерпретации полученных адресатом данных могут послужить основанием для конфликтной коммуникации [3, c. 15]. These groups gradually develop interpersonal communication skills, including behavior analysis, expression of feelings, active listening, feedback and confrontation, which contributes to mutual understanding and successful interaction in the process of solving crimes.

There are certain personal limitations that prevent effective communication. These include: the inability to control their emotions, the manifestation of inadequate emotional reactions, inflexibility and an inner unwillingness to establish an emotional connection with other people.

It is important to note that the availability of communication skills and abilities of police officers is of great importance. It is necessary to find out exactly which professional qualities are key for law enforcement officials.

Police officers receive assistance from citizens, for example, in the form of necessary information, in the process of communication. To achieve this goal, the police officer must apply appropriate tactics in dialogue that facilitate interaction with the informant. Thus, the employee uses professionally significant communication skills to understand the hidden processes of formation of criminal intent and, subsequently, criminal behavior.

Considering all of the above, it can be concluded that the psychological aspect of operational investigative activities, as well as communication skills and abilities, play an important role in solving crimes. First of all, employees engaged in investigative activities should know many ways to identify sources of necessary information. In practice, situations often arise when the sources of information are unknown in advance and must be identified. Solving a variety of tasks during operational investigative activities requires employees to have certain communication skills, as well as developed operational thinking, the ability to analyze, logically draw conclusions and develop intuition.

Operational investigative activities require employees to constantly analyze and assess situations from the point of view of the safety of all participants, which creates additional tension. These conditions impose specific requirements on the personal qualities of operatives — they must maintain a quick reaction in risky situations, show alertness, courage, risk-taking and leadership qualities.

Police officers often encounter citizens who are unwilling to cooperate, which may be due to fear of legal proceedings, possible revenge from criminals or condemnation from society, which may consider them "informers". Nevertheless, there is a need to provide information to the police to ensure the safety of both individual citizens and society as a whole.

The key point is the employee's ability to use convincing arguments in communicating with citizens in order to overcome their unwillingness to help the investigation due to distrust of the authorities, which has increased recently due to corruption in law enforcement agencies.

Thus, considering the main aspects of police work, it can be argued that the professional communicative and psychological characteristics of employee communication are due to the conspiratorial nature of their activities, regulated by law and regulations, as well as the risk associated with their actions. It can be assumed that the structure and content of communication between operatives have their own characteristics.

Police officers were offered the following questionnaires, which are aimed at identifying the main causes and possible ways to resolve conflict situations:

Arrange the causes of conflicts according to the frequency of occurrence:

Arrange the causes of conflicts according to the frequency of occurrence:

Arrange the types of conflict solutions according to the frequency of use:

During the survey on professionally important qualities, operational staff identified communication skills as the most important.

It should be noted that the presence of certain personal traits, such as self-interest, self-focus, and a tendency towards dominance, is not necessarily incompatible with effective policing. This profession demands officers to be proactive, assertive, and able to dominate their interactions with individuals who may pose a threat to public safety. As a result, confident individuals with mentoring abilities, excellent organizational skills, and a proactive and sociable demeanor are often drawn to the police force.

Throughout their career, police officers gain experience that helps them develop psychological resilience and the ability to withstand the challenges and risks inherent in their line of work. The demanding and often confrontational nature of the role contributes to the development of qualities such as reasonable assertiveness among police officers.

We have reached the conclusion that certain aspects of interpersonal communication contribute to the development of specific personality traits in a professional setting. Through interaction, police officers, including traffic policemen and citizens, have the opportunity to explore and experiment with different communication styles and build relationships. This interaction helps to develop essential interpersonal skills such as analyzing behavior, expressing feelings, actively listening, providing and receiving feedback, and resolving conflicts, which in turn leads to improved mutual understanding necessary for effective crime solving.

Studies have shown that citizens tend to have a higher level of communication control compared to police officers. While this can be beneficial for maintaining a sense of control in communication, it can also become a hindrance to effective interaction, leading to tension as a result of the constant need to monitor emotions and behaviors.

There is often a lack of trust among employees, which can lead to excessive suspicion. This could be attributed to a professional mindset that requires preparedness for unexpected events and potential deception. Such a mindset can lead to a distorted perception of colleagues and the development of a stereotyped attitude towards those seen as potential threats, based on a sense of caution and distrust.

Nevertheless, surveys indicate that employees generally have more trust in citizens than citizens have in each other. This might be due to the fact that police officers represent the state and have confidence that law-abiding citizens will not attempt to deceive them.

Communicative tolerance between employees and citizens can only be achieved if there is a degree of agreement and similarity in opinion. The emotional impact of mutual likes and dislikes significantly influences the way we perceive and understand one another. While complete convergence of opinion may not always be possible, a degree of similarity helps to maintain a positive working relationship between employees and customers.

There are personal limitations that prevent effective communication, such as inability to manage emotions, manifestation of inadequate emotions, inflexibility and unwillingness to get closer on an emotional level. A police officer should strive to develop the necessary professionally significant communicative qualities, as this significantly affects the effectiveness of communication with citizens and, accordingly, the results of his professional activity [5, c. 343].

The considered features of professional communication of police officers are also applicable to traffic police inspectors, however, it is necessary to take into account the specific aspects of their communication due to special situations. On September 1, 2015, the "Administrative Regulations of the Ministry of Internal Affairs of the Russian Federation on control and supervision of compliance with road safety requirements" came into force, which amended the communication of traffic police officers with drivers.

Special attention will be paid to the following aspects:

In communicating with road users, an employee must show politeness, objectivity and tact, address them as "You", formulate their requirements and comments convincingly and clearly, avoiding ambiguity, as well as remain calm and self-control.

Explanations to the road user about the essence of his violation should be provided without moralizing, clearly and convincingly, with reference to the relevant Traffic Rules and other applicable regulations.

If a road user reacts excitedly to a report of a violation, they should be given time to calm down and an opportunity to explain their actions, and then further clarify the essence of the offense before starting proceedings on an administrative offense.

When checking citizens' documents, it is necessary to handle them carefully, not to make marks in places not intended for this purpose. If money or securities are invested in the document, it should be returned to the citizen and offered to transfer the document without cash and securities.

The document also mentions a controversial point that the driver is obliged to get out of the car when communicating with a traffic police inspector. Traffic police officers should approach the car and act depending on the reasons for the stop, the condition and behavior of the drivers. The driver has the right to communicate with the inspector without leaving the car, but can on his own initiative go out to meet for the convenience of communication.

However, the document does not indicate the widespread requirement of the traffic police inspector that the driver get into the passenger compartment of an official car. The driver is obliged to get into an official car only in case of arrest and delivery to the police. To avoid provocations from traffic police officers related to attempts to persuade the driver to pay a bribe or conduct an illegal examination, it is better to stay in your car or next to it in full view of other citizens.

According to our survey, the conflicts faced by traffic police officers are mainly caused by drivers driving into oncoming traffic. The causes of conflicts in the course of performing official duties are most often associated with an unclear distinction between the rights and duties of employees, as well as unjustified public censure of some and undeserved praise of others. Among the popular causes of disagreement, employees also note contradictions between job responsibilities and management requirements. The least common cause of conflicts is unfavorable physical conditions, which emphasizes the more significant role of the psychological factor for successful communication in a professional environment.

Police officers were asked to choose the most commonly used conflict resolution methods. As a result, the choice was divided between two main approaches — adaptation and cooperation. This, in our opinion, is related to the context of conflicts. It can be assumed that conflicts with management are better solved by adaptation, whereas conflicts with colleagues holding equal positions are more effectively resolved through cooperation.

Next, the staff chose statements, and we came to the conclusion that the police officers seek cooperation and take into account the interests of colleagues, but at the same time put their personal interests first. Basically, employees try to achieve their goals while maintaining normal relationships with others.

In the course of the study, we found out that disagreements in professional communication can negatively affect communication in general, leading to communicative discomfort, conflicts or even complete failure in communication. To avoid this, it is necessary to adhere to certain strategies and tactics that contribute to the harmonization of uncomfortable situations [6, c. 64].

Before presenting harmonizing strategies and tactics, we propose to consider a communicative abnormal situation as a problem that needs to be solved: first of all, it is necessary to determine the cause of its occurrence, and then apply the appropriate solution technique, choosing a strategy and tactics to harmonize the communication process.

In general, the strategy of harmonizing an uncomfortable situation, in our opinion, depends on the stage of the conflict (potential, developing, open), the importance of a specific decision, an assessment of the needs and desires of other people, as well as the nature of the emotions manifested in the conflict. After selecting the appropriate harmonization method, the best way to apply it is determined [5, c 111].

The study presents tactics for resolving communicative conflicts at different stages.  Effective counteraction to communication disorders, from a linguistic point of view, is achieved by using strategies and tactics of constructive interaction that minimize losses.

Conflicts in professional communication are inevitable, but their constructive resolution is possible.  The key to success is to identify the cause of the disagreement and apply appropriate solutions.

After identifying the causes, it is necessary to correct the situation:

1. Personal characteristics: Establishing communication taking into account the individual characteristics of the interlocutor.
2. Communication circumstances: Minimizing the influence of negative factors.
3. Failures in verbalization/understanding: Neutralizing communication failures.
4. The contradiction of goals: Adjusting goals and finding compromises.

This study was devoted to the problem of insufficient communication skills among law enforcement personnel. The analysis the communication process, factors affecting its success and key elements of interaction between police officers helped us to understand the problem thoroughly. Patterns that promote effective communication in the professional environment were found.

Professional knowledge turns to be of key importance for law enforcement officers significantly affecting communication skills. Using of specialized terminology specific to professional field improves their communication.

In order to prevent conflict, employees need to be able to understand and appreciate the opinions and actions of others. This is important for effective communication and concerns all road users, including police officers. Police officers should be an example of humanity, justice and responsibility, respecting ethical standards in their actions. These principles should be respected by all road users.

The study of important professional qualities has shown that communication skills are the most important. Although police officers may have individualistic and egocentric traits, as well as a tendency to dominate, this is not necessarily contrary to their professional behavior. The profession requires initiative, activity and determination in interaction with the public.

Interpersonal communication is an important aspect of professional development, as it plays a key role in resolving workplace conflicts. To be able to cope with complex tasks, staff members need to have confidence in their abilities.

However, we have identified some personal barriers that may hinder effective communication. These include a lack of emotional management, inappropriate emotional expressions, inflexibility, and a reluctance to establish emotional connections with others.

The findings of our investigation can be utilized to formulate methodological guidelines for enhancing the performance of police personnel in conflict resolution scenarios during professional interactions. This encompasses the cooperation between traffic police and each other, as well as with road users. Such guidelines are supported by empirical studies on the interaction between law enforcement officials and members of the public.

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