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Internal communication www.projectseed.eu 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 Page 2 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 Page 3 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 4 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 6 Page 6 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) Page 7 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 Page 8 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). 9 Page 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 Page 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. Page 12 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. 13 Page 13 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.