COMMUNICATION I
doc. PhDr. Martina Rašticová, Ph.D.
The course
MPV_COMA Communication and Managerial
Skills Training
Brno, February 20, 2015
SCHEDULE OF LECTURE 20 OF FEBRUARY, 2015
 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-thetop
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
commhttps://www.youtube.com/watch?v=
_h_-X9hnYps
https://www.youtube.com/watch?v=VfE7
aVa_mSo&list=PLl8kNnT6-nvhYzIIxcH-
VCez1RppN0ubf&index=1
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
 https://www.youtube.com/watch?v=D5hMN_XkP
QA
 http://www.youtube.com/watch?v=4kyvjEpXuPg
 http://www.skillsyouneed.com/present/presentati
on-nerves.html
 Tips for better communication
 http://www.youtube.com/watch?v=4kyvjEpXuPg#
aid=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 systém / 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_comm
unication_skills.htm
 http://www.skillsyouneed.com/ips/barriers-
communication.html
 Výborná stránka:
 http://www.skillsyouneed.com/present/presentati
on-nerves.html
 How to answer any question
 http://www.youtube.com/watch?v=g5RknemM8H
w
 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/presentati
on-nerves.html
 3 tips to better communication – DOBRÉ!
 http://www.youtube.com/watch?v=D5hMN_XkPQ
A
 E-books výborné
 http://bookboon.com/en/effective-communication-
skills-ebook
 http://www.helpguide.org/mental/eq6_nonverbal_
communication.htm
 Authors: Jeanne Segal, Ph.D., Melinda
Smith, M.A., Greg Boose, and Jaelline Jaffe,
Ph.D. Last updated: February 2014.
COMMUNICATION II
doc. PhDr. Martina Rašticová, Ph.D.
The course
MPV_COMA Communication and Managerial
Skills Training
Brno, March 14, 2014
SCHEDULE OF LECTURE 14 OF MARCH, 2014
 9:20 – 10:40 part I Presentation skills
 Form and content of presentation
 Presentations and feedback
 10:40 – 11:00 break
 11:00 – 12:45 part II Assertiveness
 Assertive, aggressive, passive behaviour
 Assertive techniques
 Training
 Communication types – interpersonal behaviour
ASSERTIVENESS
 In Latin assere menas claim, affirm, emphasize,
declare
 Self-conident, be responsible for myself, respect
the others, listen to them, cooperate with them
 Assertiveness is often linked to self-esteem.
 In some situations: to be able to say NO, resist
the pressure
 Mostly, understand others, cooperate, find the
consensus
ASSERTIVENESS
 is the quality of being self-assured and confident
without being aggressive.
 In the field of psychology and psychotherapy, it is a
learnable skill and mode of communication.
 passive behaviour: sometimes the way we react
and respond to others can make us feel inadequate,
guilty or regretful.
 aggressive behaviour: we may also feel angry and
critical of others during conversations.
 assertive behaviour: is expressing your thoughts,
emotions, beliefs and opinions in an honest and
appropriate way.
Assertiveness and Rights
Assertiveness can be described as a way to balance the rights of the two parties
involved.
More
Importance
Less
Yours
Rights
Theirs
A
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G
R
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S
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N
A
S
S
E
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 Zdroj:
http://www.alchemyformanagers.co.uk/topics/U7FcjfSSxK3jHuCS.html
FOR EXAMPLE…
 Aggressive
 you exert your right to have ideas and opinions at the
expense of the other person’s rights. In fact you behave as
if the other person’s rights don’t matter.
 Assertive
 you exert your rights freely, but at the same time recognise
the other person’s rights to be heard, to have pride in what
they do, etc.
 Non-Assertive
 you take too much account of the other person’s rights, to
the extent that you forego some or all of your rights to
express ideas or influence events.
 .
FOR EXAMPLE…
 Aggressive
• “I don’t know how you’ve got the nerve to give me this sort of
stuff for signing. It’s full of mistakes.”
 Assertive
 “Jane, I’d like you to re-do this document as there are
several mistakes in it.”
 Non-Assertive
 “I know it’s er….probably my fault in…. not writing
very clearly, but is there, um….any chance at all you
could find a spare minute to um….just change one or
two small things on this letter for me?” Or you find an
excuse not to take the document back at all.
WHAT DRIVES THESE BEHAVIOURS
 Inner Dialogues can affect the way we respond, for
example:
 Aggressive “If people produce rubbish, I have every
right to tell them so”. “She obviously doesn’t care.
That’s typical of young people today.” “This reflects
badly on me, and I won’t stand for it.”
 Assertive “This may be uncomfortable for us both,
but we can handle it.” “She has the right to make
mistakes, but the responsibility to correct them.” “I
want her to know the effect her errors have on other
people.”
 Non-Assertive “I don’t want to make a scene or
upset our working relationship.” “I’m sure these are
unintentional errors – I’ll let it go this time.” “I know
she’s very busy, so I expect that’s why these mistakes
happened.”
 Being aware of these Inner Dialogues can help
us consider our response and adjust behaviour
to be assertive!
ASSERTIVE PEOPLE
 feel free to express their feelings, thoughts, and desires;
 are also able to initiate and maintain comfortable
relationships with other people;
 know their rights;
 have control over their anger. This does not mean that
they repress this feeling; it means that they control anger
and talk about it in a reasoning manner;
 are willing to compromise with others, rather than
always wanting their own way ... and tend to have good
self-esteem;
 enter friendships from an 'I count my needs. I count your
needs' position".
ASSERTIVE TECHNIQUES I
 Fogging
 Fogging is a useful technique if people are behaving in a
manipulative or aggressive way.
 Fogging is so termed because the individual acts like a
'wall of fog' into which arguments are thrown, but not
returned.
 involves agreeing with any truth that may be contained
within statements, even if critical. By not responding in
the expected way, in other words by being defensive or
argumentative, the other person will cease
confrontation as the desired effect is not being achieved.

Find more at: http://www.skillsyouneed.com/ps/assertiveness-
techniques.html#ixzz2vpzAfket
FOGGING
 Example Situation
 “What time do you call this? You're nearly half an
hour late, I'm fed up with you letting me down all the
time.”
 Fogging response:
 “Yes, I am later than I hoped to be and I can see
this has annoyed you.”
 “Annoyed? Of course I'm annoyed, this has left me
waiting for ages. You really should try to think about
other people a bit more.”
 Fogging response:
 “Yes, I was concerned that you would be left
waiting for almost half an hour.”
 “Well... why were you late?”
ASSERTIVE TECHNIQUES II
 The Stuck Record Technique
 employs the key assertive skill of 'calm
persistence.
 It involves repeating what you want, time and time
again, without raising the tone of your voice,
becoming angry, irritated, or involved in side issues.
THE STUCK RECORD TECHNIQUE
 Example Situation
 Imagine that you are returning something that is faulty to
a store. The conversation may go as follows.
 “I bought these shoes last week and the heels have
fallen off. I would like a refund please.”
 “It looks like they've been worn a lot and these shoes were
only designed for occasional wear.”
 Stuck Record technique response:
 “I have only had them a week and they are faulty. I
would like a refund please.”
 “You cannot expect me to give you your money back after
you've worn them out.”
 Stuck Record technique response:
 “The heels have fallen off after only a week and I
would like a refund please.”

ASSERTIVE TECHNIQUES III
 Positive enquiry is a simple technique for
handling positive comments such as praise
and compliments.
 People often struggle with responding to praise
and compliments, especially those with lower
self-esteem as they may feel inadequate or that
the positive comments are not justified.
 Positive enquiry is used to find out more
details about the compliment or praise
given, and agree with it.
POSITIVE ENQUIRY
 Example Situation
 Sender:
 “You made an excellent meal tonight, it was
delicious!”
 Receiver:
 “Thanks. Yes, it was good. What did you like about it
in particular?”
 This is different from a passive response that may
have been:
 "It was no effort" or "It was just a standard recipe"
ASSERTIVE TECHNIQUES IV
 Negative Enquiry
 The opposite of positive enquiry is negative
enquiry.
 Negative enquiry is a way to respond to more
negative exchanges such as receiving criticism.
 Negative enquiry is used to find out more about
critical comments and is a good alternative to
more aggressive or angry responses to criticism.
NEGATIVE ENQUIRY
 Example Situation
 Sender:
 “That meal was practically inedible, I can't
remember the last time I ate something so awful”
 Receiver:
 “It wasn't the best, exactly what didn’t you like
about it?”
 This is different from an aggressive response that
may have been:
 "How dare you, I spent all afternoon preparing
that meal" or "Well that's the last time I cook for
you"
WHY IS IT DIFFICULT TO SAY NO?
 If I say no,they may feel hurt or injected
 If I say no this time, they may not like me
anymore
 If I say no this time,they may never ask again
 They won’t take any notice if I say no
 They would say ‘yes’ to me (and so I will feel
guilty if I refuse them)
 I can’t say no, because I feel sorry for them
HOW TO SAY „NO“ ASSERTIVELY
 Start your reply with a clear ,firm,audible ‘no’.
 Do not justify or make excuses. Giving a reason is
different from over-appologizing.
 Feel that you have a right to say no.
 Once you have said ‘no’ , do not stay around
waiting to be persuaded to change your mind.
Make a definite closure by changing the
subject,walking away, continiuing with what you
are doing-whatever is appropriate.
HOW TO SAY „NO“ ASSERTIVELY
CONTINUES
 Remember you are saying ‘no’ to that particular
request,not rejecting the person.
 If the request takes you unawares or you have
not sufficent time to think when asked,you can
always say, ‘I will let you know’ in order to give
yourself time to think about what you want to
say.
 Take responsibility for saying no-do not blame
the other person for asking you.
 Ask for more information if you need it in order
to decide whether you want to say ‘yes’ or ‘no’.
WHY IS IT DIFFICULT TO SAY „YES“
 I don’t deserve it.
 They might not really mean it.
 I am not really sure that is what I want.
 I don’t have enough information.
HOW TO SAY „YES“ ASSERTIVELY
 Say ‘yes’ clearly and definitely.
 Identify why you would find it difficult.
 Examine thoughts realistically and ask yourself.
 Having calarified thughts for yourself then
reaffirm your desire to say ‘yes’.
IN WHAT SITUATIONS DO YOU FIND IT
DIFFICULT TO ASSERT YOURSELF?
 Exercise:
 In groups of 3 or 4, identify one situation each in
which you find it difficult to assert yourself?
• What gets in your way?
• How do you feel?
• How does the other person react?
• Choose, and be prepared to share an example
from your group
What Are the Benefits of Behaving
Assertively?
TEST YOURSELF
 http://psychologytoday.tests.psychtests.com/take_
test.php?idRegTest=3195
 Be assertive, change your thinking
 http://www.youtube.com/watch?v=XI5XBKZZBIc
 Tips for being assertive
 http://www.youtube.com/watch?v=ubSL1tFmgDc
 Training videos good!:
 http://www.youtube.com/watch?v=kW6_U4e5DVI&lis
t=PL1ACDDEFDD444060B
 http://www.youtube.com/watch?v=HVF2bg_BMqk
 Good web page:
 http://www.psychologytoday.com/basics/assertiveness
THE INTERPERSONAL CIRCUMPLEX
THEORY AND MODEL
 model for conceptualizing, organizing, and
assessing interpersonal behavior, traits, and
motives (Wiggins, 2003),
 was initially inspired by Harry Stack Sullivan
(1953) and later realized as a model by Timothy
Leary (1957).
 These theories suggest that we can understand
people's personality in social situations by using
only two basic personality trait dimensions. The
two traits can have many names depending on
the specific theory but here we will conceptualize
them as agency and communion.
INTERPERSONAL CIRCUMPLEX MODEL
 Source: http://webspace.ship.edu/tosato/interpc.htm
INTERPERSONAL CIRCUMPLEX
 Group perception and stereotypes
 agency/male dimension vs communion/female dimension
(Abele, 2003; Abele, Wojciszke, 2007; Eagly, 1987; Spence,
Helmreich, Stapp, 1974)
 warmth vs competence
(Fiske et. al., 2006; Glick, Fiske, 2001)
 the intention & the ability to act
 liking & respecting
Warmth judgments are primary
STEREOTYPE CONTENT MODEL
OF SUSAN FISKE
BEHAVIORAL CONSEQUENCES
Thanks for your attention.
rasticova@fbm.vutbr.cz