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Internal communication
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The European Commission support for the production of this publication does not constitute an endorsement of the contents which
reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the
information contained therein.
Contents
1
What is communication?
2
Communication Channels
3
Communication blockages
4
Active listening
5
Feedback
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The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Communication
What is communication?
Why
do we communicate
Organisational culture
Procedures
Regulations
Bureaucracy
Negative experiences
Working environment and
existing distortions
Individual culture
Professional development
Personality
Perceptions and preconceived
ideas
Language used
Communication
Influences
and barriers
Where do we
communicate
How do we
communicate
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The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Communication process
Page
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The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Verbal and non- verbal
communication
7%
38%
55%
LANGUAGE:
words
PARALANGUAGE:
tone
NON-VERBAL
Communication
by words:
• clarity
• diction and accent
• speech speed
• use of pauses
Communication
by voice tone:
• relaxation
• vocal qualities
• voice pitch
and intensity
• voice volume
Non-verbal
communication:
• eye contact
• appearance
• posture
• head movements
• facial expression
• gestures
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The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
How
do we communicate
We establish
networks
We select optimal
channels
Individual
(face to face)
Group (meetings)
> 2 persons)
Formal
(organided):
meetings, evaluations,
analyses,
documents:
reports, memos,
minutes, agendas
Informal
(personal level):
unplanned
informal discussion
inside or outside
the organisation
No direct contact
(mail, telephone,
eletronic,
documents)
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The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Errors sources in communication
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The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Communication barriers
Disagreements and different interpretations in
communication are caused by barriers:



Message receiving barriers
(environment inputs, attitudes and values, needs
and expectations).
Message understanding barriers
(language, semantics, length of message).
Accepting barriers
(preconceived ideas, interpersonal conflicts).
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9
The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Characteristics of an
effective feedback
To be descriptive,
Must
not evaluative
be concrete
Straightforward,
clear and specific
Provided at the
right time
Page
 10
The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Characteristics of an
effective feedback
To be expressed in
terms relevant to
the receiver’s
needs
Usable
Checkable
You must assume
full responsibility
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 11
The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Feedback Technique - DISC
DESCRIBE
INFORM
What have you noticed (felt)
with respect to the interlocutor's
behaviour.
about what you have felt with
respect to the interlocutor's
behaviour.
SPECIFY
CONFIRM
very clearly the type of behavior
that you expect.
his/her ability to change
his/her behavior.
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The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Non-verbal communication:
GESTURES
First of all, the communication is GESTURAL:
Reflexes, reactions to inputs
 Primitive gestures: elementary feelings- fear, anger,
joy, sadness.
 Significant gestures which reinforce
verbal messages.
 Symbol gestures: educationally coded.
 Relic gestures: “NO” by shaking the head.
 Social gestures: related to social life codes.

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The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Don’t overtalk
Avoid
Be
interruption
empathetic
of speaker
ACTIVE
Paraphrase
LISTENING
Keep
eye contact
Ask questions
Avoid
Nod your head
distracting
and show proper facial
actions or
expressions
gestures
Page
 14
The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
The European Commission support for the production of this publication does not constitute an endorsement of the contents which
reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the
information contained therein.