Download Communication for cooperation – Training for partnerships Training

Communication for cooperation – Training for partnerships
Training entitled “Perfecting effective cooperation in LGU partnerships” were one of the
forms of supporting the partnerships in the project “Building competence for inter-local
governmental and inter-sectoral cooperation”.
The two-day workshops were aimed at developing the professional competence of LGUs’
middle management personnel, the members of partnerships’ work groups, that is useful when
implementing joint projects.
The number of workshops held from the end of May to the beginning of December 2013 is
25. They were attended by nearly 280 people from 45 partnerships established by local
governments.
First evaluation
The report summarising the survey of participants indicates, that most of the training
participants are employees of commune, municipal and poviat offices (40% people
represented the middle and upper management personnel). The analysis of opinions of
training participants showed, that it suited the expectations of partnership representatives. The
training methodology was also assessed well (95% of positive feedback), as well as the work
of the trainers (89% assessed as very good), the training materials (72% of very good
opinions) and organisational solutions (highly regarded by 90% of respondents). According to
the majority of training beneficiaries, participation will translate into increased knowledge,
while new skills may find practical applications during execution of professional duties.
Bilateral communication
The primary objective of the workshops was the development of “soft skills” of the
employees, which are an important factor contributing to effective cooperation during the
creation and implementation of projects with the participation of various partners. Possession
of such skills also allows to meet the requirements related to engaging social partners, helps to
perfect key competence necessary for implementing good governance, especially with regard
to participation, responding to needs, consensus, inclusion and efficiency. Effective
communication skills help to foster cooperation among partners in an atmosphere of trust,
openness and respect. During the workshops, participants acquired practical knowledge and
practiced skills that strengthened professional competence related to effective interpersonal
communication, teamwork, management of emotions in situations of conflict stemming from,
for instance, different opinions.
In order to communicate effectively it is necessary to learn how a communication model
functions. In the communication process between two or more people, the roles of sender
and receiver are constantly interchanged. The communication is based on constant mutual
responding between sender and receiver, who communicate through messages. The message
on a way from sender to receiver is often subjected to distortion as a result of interference and
information noise. Whole of the process is immersed in the context of a particular situation.
One of the most common errors during communicating, is staying focused on what we have to
say. We transfer information while subconsciously assuming that our interlocutor has
understood everything. It is an example of one-sided communication, which allows to convey
information quickly and is effective in situations of crisis, however in other situations, e.g.
ones related to establishing principles of cooperation, it is ineffective. Effective way of
communicating is a two-way communication, advised the trainers. The sender is conveying
information, but at the same time he observes the reactions of the receiver, his behaviour may
indicate that something is unclear. Then, the sender allows the receiver to speak, asks a
question and carefully listens to the reply. At this stage of the communication the roles of
sender and receiver are not rigidly imposed, people assume the two roles interchangeably by
engaging in a dialogue.
The map and non-verbal messages
It is necessary to remember that each of us perceives reality differently, he or she uses an own
“map” of reality. In the process of mapping the reality we are selective and we pay attention
to what passes through our filters, such as for instance our previous experiences, cultural
influences, language and vocabulary, beliefs and expectations, values, interests. What we
include in our “maps”, influences our way of functioning and understanding reality. What at a
given moment does not “fit” in them, is a potential unavailable to us. In the course of
expanding and enriching his or her “map”, an individual is gaining access to ever larger,
previously unrealised possibilities. The better you recognise the “map”, that is the way of
understanding of reality by the other person, the more that person will be convinced by what
you are saying, the trainers said.
Furthermore it is worth to note, that verbal messages that are not backed by confirmed nonverbal messages (body language signalling, e.g. gestures, facial expressions, body posture,
and way of talking, e.g. volume of voice, its timbre, speaking tempo, pitch) exert smaller
influence on receivers. According to Albert Mehrabian, who nevertheless should be
approached with caution, the receiver is influenced the most by how we speak (38% tone of
voice and 55% gestures, body language).
When talking, people on a conscious level usually focus on what they are uttering. However,
on an unconscious level they convey numerous non-verbal messages to the receiver, who is
registering them consciously or not, and is reacting to them, often stronger than to words. The
non-verbal signals are often ambiguous, and their meaning is strongly linked to context. They
may also be a source of misinterpretations. The communication process between people
should therefore be regard as a whole, verbal and non-verbal messages should complement
each other.
Effective communication is about efficient interpretation of both verbal and non-verbal
messages and their conscious use.
Channels of communication
Workshop participants could learn that an important element of shaping one’s own
communication style is the ability to recognise and adjust communication channels, in order
to “broadcast on the same waves” as our interlocutor does. We distinguish three channels:
visual, auditory and kinaesthetic. Different people use particular sensory modality, i.e. they
process information with the chosen sense: sight, hearing and feeling and experiencing
movement. People who prefer one of the channels, usually use specific words and
expressions, and they prefer specific body language behaviour. For instance visual people
may say: I can’t see what you mean. This looks like an excellent idea. Auditory people in turn
may say: This doesn’t sound right. Listen to what I want to say to you. Kinaesthetic people
may say: I can feel it’s a good idea. What you’re saying doesn’t reach me. If a given person
uses language which indicates visual channel, it is best to deliver information through this
sensory channel. Visual people find it easier to present something in the form of, e.g. slide
shows, illustrations, pictures, videos; auditory people, in the form of a lecture, talk, telephone
conversation, while kinaesthetic people may prepare simulations that involve movement or
provide an opportunity to test the effects of implemented project.
Coherence and synchronisation
An important element of the ability of formulating and receiving messages is paying attention
to coherence which occurs between a verbal utterance and a non-verbal behaviour. Indicators
of this coherence are the following: symmetrical body posture, eye contact, lowered tone of
voice, sonorous and confident voice, nodding, direct “yes” answers, quick and decisive
utterances. The more coherent is an utterance, the more speaker is convinced of his or her
argument. The less it is coherent, the less competent the speaker may be in a given area. It is
important to remember that communication runs both on conscious and unconscious level.
The most effective way to establish contact with another person is to know his or her reality,
the way of interpreting the world. This may be achieved through synchronisation, i.e.
establishing similar elements. The synchronisation on non-verbal level may involve adjusting
the way of dressing, body posture, gesticulation, way of speaking, terms used and breathing.
On verbal level, it involves adjusting vocabulary, using the same phrases and words
associated with the sensory channel preferred by the interlocutor.
Paraphrase and active listening
A useful tool in communication is the use of a paraphrase, which involves reformulating the
basic message of the interlocutor with the use of similar but fewer words. The paraphrase
conveys a vital message and meaning uttered by the interlocutor. Thanks to its use, the
interlocutor gets a sense of being listened to, and the speaker can verify whether he extracted
and understood the most important message. It allows to set in order the thoughts of the
interlocutor and make them more precise as well as it gives the listener time to reflect.
An important element of establishing contact is active listening. It consists of the following
skills and behaviours: keeping eye contact, seeing and reacting to non-verbal cues,
synchronisation, opening statements, giving encouragement, paraphrasing, empathising,
appreciation and open questions. A good practice is to make a short pause, relaxing and
smiling before you react to what you have just heard. If the interlocutor expressed himself too
ambiguously and there are several ways to interpret him, it is worthwhile to ask for
clarification. In the art of active listening we are supported by a belief that we may learn
something important, by respecting the way of thinking of another person, by the ability to
listen to the whole utterance, by the ability to detect any signs of emotional reactions.
What impedes listening? Certainly the state of mind, i.e. being self-absorbed, adverse
conditions (too warm, too cold, noise, uncomfortable chairs), expectation of a particular type
of information, bias towards the interlocutor, but also towards certain disliked phrases and
rhetorical devices, concentration on detail instead of the essence of a presentation, too hasty
evaluation of the whole, boredom and tiredness.
In the communication process it is important to remember the PORA-4R principle, that is
communication skills and useful attitudes, such as Presence, Openness, Responsibility,
Achievement (effect) and Relations, Reflection, Realisation and Results (reputation).
(JP)