COMMUNICATION I
doc. PhDr. Martina Rašticová, Ph.D.
The course
MPV_COMA Communication and Managerial Skills
Training
Brno, February 28, 2014
SCHEDULE OF LECTURE 28 OF FEBRUARY,
2014
9:20 – 10:40 part I Communication skills
verbal and non-verbal communication
principles of effective communication (context, active
listening, feed-back etc.)
10:40 – 11:00 break
11:00 – 12:45 part II More about communication
communication problems
communication mistakes
time management in communication and presentation
presentation skills
WHAT IS COMMUNICATION?
Communication from
Latin commūnicāre, meaning "to share"
Related to: commute, common etc
is the activity of conveying information through the exchange
of thoughts, messages
communication is the essence of human interaction and
learning,
The nature of communication is dependent on interaction
between two or more individuals and understanding is
constructed through that interaction.
Communication is a basic human right and essential to our
quality of life as a social species.
Source: https://www.isaac-online.org/english/what-is-aac/what-is-communication/
COMMUNICATION
The nature of communication is dependent on interaction
between two or more individuals and understanding is
constructed through that interaction.
Communication is a basic human right and essential to
our quality of life as a social species.
COMMUNICATION QUOTES I
Monologue is making your world smaller. By
dialogue it is getting bigger.
Reinhard K. Sprenger
„Not to understand each other is normal, to get
understand each other is a miracle.“
author not known
“Wise men talk because they have something to
say; fools, because they have to say something”
Plato
COMMUNICATION QUOTES II
„The way we communicate with others and with
ourselves ultimately determines the quality of our lives”
Anthony Robbins
„The most important thing in communication is hearing
what isn't said.“ Peter Drucker
„The two words information and communication are
often used interchangeably, but they signify quite
different things. Information is giving out; communication
is getting through.“
Sydney Harris
„Communication leads to community, that is, to
understanding, intimacy and mutual valuing.“
Rollo May
Source: Business Communication
http://stu.westga.edu/~ahinson1/abed6107/business_comm_index.htm
WHAT DO WE USE COMMUNICATION
FOR?
As human beings, we use communication to:
relate to others,
socially connect,
greet,
call attention,
share feelings,
express an opinion,
agree, disagree,
explain,
share information, question, answer, tease, bargain,
negotiate, argue, manipulate, compliment, comment, protest,
complain, describe, encourage, instruct, provide feedback,
show humor, discuss interests, be polite, make friends,
express interest or disinterest, etc.
VERBAL COMMUNICATION
The sharing of information between individuals using
speech:
oral
written
presentation (both oral and written)
VERBAL COMMUNICATION CONTINUES
spoken words
Paralinguistic
Pronunciation
Speed/rapidity
Volume
Extent
Tone of the voice
Fluency
PARALINGUISTIC CONTINUES
Intonation
Dialect/jargon
Mistakes
Pauses
Quality of speech
Accent
I did not say he borrowed my book.
NONVERBAL COMMUNICATION
- WORDLESS SIGNALS
Facial expressions
Gestures
Eye contact
Posture
Tone of voice
Distance
Physical contact - touch
Motion
Dress/dress code
DISTANCE
I. zone – private 15-30 cm
Intimate communication (partners, parents and children,
close friends)
II. zone – personnel 45 – 75 cm
Greetings, shaking hands, family dinner, friends at
lunch)
III. zone – social 120 – 210 cm (360 cm)
Meetings in the store, shop, post office, bank, meetings,
offices etc.
IV. zone – public 360 – 760 cm
Lectures, soccer matches, theatre etc.
THE IMPORTANCE OF EFFECTIVE
COMMUNICATION
Nonverbal communication cues can play five
roles:
Repetition
Contradiction
Substitution
Complementing
Accenting
Source: The Importance of Effective Communication, Edward G. Wertheim, Ph.D.
TASK
Jack
Arlene
Ted
TIPS FOR READING BODY LANGUAGE AND
NONVERBAL COMMUNICATION
Manage stress
Recognize emotions
Pay attention to inconsistencies
Look at nonverbal communication signals
as a group
Trust your instincts
EVALUATING NONVERBAL SIGNALS
Eye contact
Is eye contact being made? If so, is it overly intense or just
right?
Facial expression
What is their face showing? Is it masklike and
unexpressive, or emotionally present and filled with
interest?
Tone of voice
Does their voice project warmth, confidence, and interest,
or is it strained and blocked?
Posture and gesture
Are their bodies relaxed or stiff and immobile? Are
shoulders tense and raised, or slightly sloped?
EVALUATING NONVERBAL SIGNALS
CONTINUES
Touch
Is there any physical contact? Is it appropriate to the
situation? Does it make you feel uncomfortable?
Intensity
Do they seem flat, cool, and disinterested, or over-the-top
and melodramatic?
Timing and pace
Is there an easy flow of information back and forth? Do
nonverbal responses come too quickly or too slowly?
Sounds
Do you hear sounds that indicate caring or concern?
Nonverbal comm
http://www.youtube.com/watch?v=dW9ztS
UGY_Q
PRINCIPALS OF EFFECTIVE
COMMUNICATION I
CONTEXT
Communication is influenced by:
Time
Space
The importance of the topic for both communicators
Presence of emotions
Relationship between communicators
Situational frame
Continuity
PRINCIPALS OF EFFECIVE
COMMUNICATION II
FEEDBACK
Observe the reaction of the listener
Pay attention to the level of interest/no interest of
the audience
Adjust the content and form to your audience
PRINCIPALS OF COMMUNICATION III
THE ART OF DEALING WITH PEOPLE
The art of speaking and sharing (rhetoric and
presentation skills)
The art of listening (active listening, paying
attention to the other part)
The art of silence
How to have better comm skills
http://www.youtube.com/watch?v=4kyvjEpXuPg
http://www.skillsyouneed.com/present/presentation-
nerves.html
Tips for better communication
http://www.youtube.com/watch?v=4kyvjEpXuPg#ai
d=P-fYwqrulro
THE ART OF LISTENING
Listening means understand not only hear;
Passive listening – just accepting the voice
signals without any effort to understand them ad
decode them, does not invlves the context and
situation;
Active listening - sensitive perception of the
partner, connected with empathy, sympathy, the
context and nonverbal behaviour is taken into
account
THE ART OF LISTENING CONTINUES
Goal . . . Through . . . By asking or saying
. . .
To encourage Choosing neutral
words, varying
intonation,
encouraging the other
person to keep talking
Can you tell me
more?
What else can you
remember?
What a good idea!
You thought of a
different way to...
To clarify Asking for
clarification, more or
different information
Are you saying
that...?
What else can you tell
me about...?
To restate Showing that you
are listening and
understand what is
being said
I thought I heard
you say...
So, you need to
know why I am
asking you to
share?
This is a tough one.
We may
need to think about
it.
To reflect Showing
understanding of the
otherʼs feelings and
body language
This is really
important to you.
You seem worried
about this.
How proud you must
feel!
To summarize Reviewing the
conversation,
deciding what to
do next
So it is about... Let
me make sure that
I understand
what you mean...
To validate Acknowledging and
appreciating the
issues, effort and
feelings discussed
I know how hard you
have worked to help
me to understand.
Thank you for
staying calm while
you helped me learn
why you were so
confused.
Goal . . . Through . . . By asking or
saying . . .
To build Continuing the
discussion, asking
questions or
offering ideas.
What would
happen if we...?
Have you thought
about...? What
else could we try?
TASK
Active listening
TEN WORST BODY LANGUANGE
MISTAKES
http://www.forbes.com/pictures/lmj45lelf/avoiding-
eye-contact-2/
COMMUNICATION MISTAKES I
Mistake 1: Not Editing Your Work
Mistake 2: Delivering Bad News by
Email
Mistake 3: Avoiding Difficult
Conversations
Mistake 4: Not Being Assertive
Mistake 5: Reacting, Not Responding
COMMUNICATION MISTAKES II
Mistake 6: Not Preparing Thoroughly
Mistake 7: Using a "One-Size-Fits-All" Approach to
Communication
Mistake 8: Not Keeping an Open Mind When
Meeting New People
Mistake 9: Assuming That Your Message has Been
Understood
Mistake 10: Accidentally Violating Others' Privacy
A TASK
GUESS, WHAT IS IT?
Philosephers defined a space, not this
substabce.
It is a base of all our activities/daily events.
Everybody needs it.
Every morning each of us get a fresh supply
of it.
You wake up in the morning and your „bag“
is full of this substnce for the whole day.
It belongs only to you!
Nobody can steal it from you!
Nobody can get less or more than you,
everybody gets the same!
It is the most valuable treasury!
It is an absolutely unique substance!
TIME
HOW TO USE TIME DURING
COMMUNICATION
1. Set up a time limit and follow it.
2. Keep staying if a person enters your office
without expectation/invitation.
3. Meet other in their offices.
4. If you are busy, do not chat!
5. Thry to convince others to speak concretly.
6. Put the watch on a visible place!
7. Use call back system / voice message.
8. Think and plan before setting up a
meeting/appointment.
HOW TO USE THE TIME EFFICIENTLY
1. Differ between urgent and important tasks
urgent not urgent
important I. II.
not important III. IV.
HOW TO USE THE TIME EFFICIENTLY
CONTINUES
2. try to reduce the disturbance when working on one
task;
3. try to unify the activity of one task and reduce the
„little stuff activity (mailing, chatting etc.);
4. take one folder once!
5. delegate;
6. try to have at least 20 minutes each day only for you
– to think, balance, plan so later on you can work more
effectively;
7. use those moments of the day when you feel best,
when you are the most creative to solve the biggest
problems;
8. set up concrete goals;
9. work-life balance, relaxing.
PRINCIPLES OF EFFECTIVE
PRESENTATION
preparation (associations, mental mapping)
rehearsal/practicing
be authentic (self-esteem, self-confident)
BEFORE PRESENTATION…
Keep reminding yourself that
you are the professional;
the listeners do not know what you planned to tell them
exactly;
it is not the questions of life/existence…;
memorize first three sentences.
CONTENT AND FORM OF THE
PRESENTATION
Structure of the presentation
Introduction
Greeting the audience, welcoming the listeners,
introducing of yourself, introducing of presentation
(topic, structure, length), mention the benefit, gain,
profit, utility for listeners („You will learn…, You will
try…, You will experience… etc.)
You can begin with a quote, story, question, joke…
STRUCTURE OF PRESENTATION
CONTINUES
Main part of presentation
Choose only the essential, significant information, do
not overwhelm the presentation, use clear terminology;
Keep structure;
Follow the rules if you present in power point;
Use examples;
Keep the eye contact with listeners, do not read the
presentation;
Pauses are useful;
Check gestures.
STRUCTURE OF PRESENTATION
CONTINUES
Conclusion
short and accurate
space for questions
acknowledgement
QUESTIONS AND ANSWERS
Do not answer the provocative question, continue to the
next question
If you do not know the answer, promise to find it till the
next time
Ideal situation – The right question in the right time ☺
http://www.youtube.com/watch?v=Q5WT2vweFRY
The right vs bad presenatation
http://www.youtube.com/watch?v=S5c1susCPAE
How to answer any question
http://www.youtube.com/watch?v=g5RknemM8Hw
PREPARE A PRESENTATION TILL THE
NEXT LECTURE
The topic:
1. My studies
2. My future
3. My hobby
4. Interesting book
5. My travelling
6. An interesting meeting
In powerpoint for 5 minutes
EFFECTIVE COMMUNICATION
Improving Communication Skills in Business and
Relationships
http://www.helpguide.org/mental/effective_communi
cation_skills.htm
http://www.skillsyouneed.com/ips/barriers-
communication.html
Very good page:
http://www.skillsyouneed.com/present/presentation-
nerves.html
How to answer any question
http://www.youtube.com/watch?v=g5RknemM8Hw
How to have better com. skills
http://www.youtube.com/watch?v=4kyvjEpXuPg
http://www.youtube.com/watch?v=MljvKu0O4zA
http://www.skillsyouneed.com/present/presentation-
nerves.html
3 tips to better communication – good!
http://www.youtube.com/watch?v=D5hMN_XkPQA
Nonverbal comm 1.5 hour GREAT
http://www.youtube.com/watch?v=dW9ztSUGY_Q
E-books GREAT
http://bookboon.com/en/effective-communication-
skills-ebook
http://www.helpguide.org/mental/eq6_nonverbal_co
mmunication.htm
Authors: Jeanne Segal, Ph.D., Melinda Smith,
M.A., Greg Boose, and Jaelline Jaffe, Ph.D. Last
updated: February 2014.
Thanks for your attention.
rasticova@fbm.vutbr.cz