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Lesson 1
Interpersonal and Intercultural competence
Interpersonal , intercultural, social
and Civic competence
Interpersonal,
intercultural, social
and civic competence
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
“Always walk through life as if you
have something new to learn and
you will”
Vernon Howard
Interpersonal , intercultural, social
and Civic competence
Introduction
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
• Communication is about exchanging information in the
form of messages, symbols, signs, opinions etc.
• There are many types of communication, though in
this section emphasis will be given to verbal and nonverbal communication.
– Communication in the modern society is considered to be a vital
quality. It is a competence used for accomplishing a Purpose or a
Goal.
Interpersonal , intercultural, social
and Civic competence
Types of communication
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
Interpersonal , intercultural, social
and Civic competence
Internal /External
Communication
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
– The dialogue we have with ourselves. It may be positive or negative.
It depends on
• Our emotions (we can understand if the people communicating with
us is happy or sad)
• Vision (we communicate differently if we had vision for our life, that
is we know what we want to achieve)
• Ideas (our ideas affect our communication. For example if we believe
that the world is full of dishonest people this is reflected in our
communication
• External communication
– How we communicate with others
• Using our body (face expressions, eye contact, gestures)
• Using our voice (words and tone of voice)
Interpersonal , intercultural, social
and Civic competence
• Internal communication
Internal /External
Communication
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
• Speech
– Tone of voice
– Words/ vocabulary used/Expression- words
• Visual
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–
–
–
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Body posture
Gesture
Facial expression
Eye contact
Degree of relaxation
Tone of
voice
38%
Expressio
n-Words
7%
Body
Language
55%
Interpersonal , intercultural, social
and Civic competence
How information is transmitted
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
• Warm or Cold?
– We have all experienced a warm or a cold good morning
• During introductions
– natural, soft, warm and friendly  inspire confidence and enthusiasm
• Presenting arguments or answering questions
– positive, energetic, stable and slightly higher tone.
• During Objections or hostility,
– Soft, calm, lower tone, reassuring and compromising.
• Closing a presentation or a conversation,
– energetic, positive, warm and calm.
Interpersonal , intercultural, social
and Civic competence
Our Voice
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
Human communication consists of gestures, body
language, body positions, distances
Interpersonal , intercultural, social
and Civic competence
The magic of body language
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
Are verbal signals innate or acquired
Take a few seconds to think about it
Interpersonal , intercultural, social
and Civic competence
Non verbal signs: Innate or not
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
• Most of the non verbal signs are developed and
depend on the civilisation
• Some of them however are innate!
– Note that a baby smiles even before its birth
Interpersonal , intercultural, social
and Civic competence
Innate or Acquired?
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
• Non verbal signs-The smile 
Interpersonal , intercultural, social
and Civic competence
Universal Non verbal signs
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
What does it mean?
I do not know, I do not understand
I am so happy
I like it
Interpersonal , intercultural, social
and Civic competence
Universal Non verbal signs
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
• Non Verbal Signs- gestures
Interpersonal , intercultural, social
and Civic competence
Acquired
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
What does it mean?
• I am cold
• I am not comfortable
• I am not happy
Interpersonal , intercultural, social
and Civic competence
Non Verbal Communication
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
What does it mean?
• I am happy
• I am comfortable
• I am clever
Interpersonal , intercultural, social
and Civic competence
Non Verbal Communication
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
What does it mean?
I am looking at something with interest
I am very bored
Interpersonal , intercultural, social
and Civic competence
Non Verbal Communication
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
What does it mean?
• I am desperate
• I am sad
• I am thinking
Interpersonal , intercultural, social
and Civic competence
Non verbal communication
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
What does it mean?
• I am thinking
• I am sad
• I am tired
Interpersonal , intercultural, social
and Civic competence
Non verbal communication
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
What does it mean?
• I am bored
• I am excited
• I am sad
Interpersonal , intercultural, social
and Civic competence
Non verbal communication
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
Interpersonal , intercultural, social
and Civic competence
Lets keep our distance
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
• Comfort zone
15-46 cm
– (parents, husband, relatives, very close friends)
• Personal zone 46-1.2 m
– (parties, social and friends events)
• Social zone
1.2-3.6m
– (with people we do not really know- postman, new colleague)
• Public zone
> 3.6m
– (usually when referring to a big group of people)
• Also depends on culture
The distance we keep with
other people depends on the
people!
Interpersonal , intercultural, social
and Civic competence
Lets keep our distance
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
Square tableFormal
Circular tableInformal
Rectangular
table- positions
of power
Corner Position- A
friendly discussion
Cooperation
Competition/Defense
Interpersonal , intercultural, social
and Civic competence
Tables and Positions
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
• Interpersonal communication includes message
sending and message reception between two or more
individuals. This can include all aspects of
communication such as listening, persuading,
asserting, nonverbal communication, and more. A
primary concept of interpersonal communication looks
at communicative acts when there are few
individuals involved unlike areas of communication
such as group interaction, where there may be a large
number of individuals involved in a communicative act
(Wikipedia)
Interpersonal , intercultural, social
and Civic competence
Interpersonal Communication
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
• Active Listening:
– Involves understanding, interpreting, and evaluating what someone
has heard. Through active listening personal relationships can be
improved by reducing conflicts, strengthening cooperation and
improving understanding.
• This involves:
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Asking questions and paying attention to the answers
Do not interrupt
Show interest
Pay attention to our body language (pay attention to bigger picture)
Summarize discussion to ensure that you have understood everything
Interpersonal , intercultural, social
and Civic competence
Active Listening
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
• Avoid prejudice;
– negative attitude towards the members of a rational, religious or
national group. Includes negative feelings, stereotyped beliefs, and a
tendency to discriminate
• Avoid stereotypes;
– can be a public belief against a specific group and usually they are
subjective i.e. Islam-Terrorists, American-talkative, demonstrative etc
• Involved in win-win situations
– avoid conflict. Be clear, precise, open, honest, don’t hide your
emotions.
• Integrity
– honesty and consistency of the character, meaning actions, values,
methods, measures, principles, expectations and outcomes
Interpersonal , intercultural, social
and Civic competence
Interest and Respect
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
• It is a set of rules that guide behaviour and decisions
of employees in organizations. It is focused on ethical
and socially responsible issues.
Interpersonal , intercultural, social
and Civic competence
Code of conduct
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
• It is important to have in mind that except from some
basic codes which more or less apply to every
organisation, each organisation can have its own
additional codes that can serve their mission and
vision. Additionally, communication can be used by
management to manipulate attitudes and behaviours
within organisations.
– Code of conduct can also vary depending on country, culture, religion,
economical situation, social and political situations.
Interpersonal , intercultural, social
and Civic competence
Code of conduct
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
“Basic Biz”
– trouser, skirt below knee, sandals,
sleeveless shirts
“Top Drawer Casual”
– blazer with trousers or a skirt at knee
level, shirts or blouses with sleeves, heels
“High Quality Business”
– costume, heels, suitcase
“After hours casual”
– black colours, black blazer, formal blouse
(silk, details), heels
“Weekend casual”
– v-shaped blouses, t-shirts, jeans and flipflops (usually this type of behaviour is
inappropriate when going to work)
Interpersonal , intercultural, social
and Civic competence
Dress Code
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
What is the dress code for the picture?
Basic Biz
Top Drawer Casual
High Quality Business
After hours casual
Weekend casual
Interpersonal , intercultural, social
and Civic competence
Dress Code
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
What is the dress code for the picture?
Basic Biz
Top Drawer Casual
High Quality Business
After hours casual
Weekend casual
Interpersonal , intercultural, social
and Civic competence
Dress Code
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
What is the dress code for the picture?
Basic Biz
Top Drawer Casual
High Quality Business
After hours casual
Weekend casual
Interpersonal , intercultural, social
and Civic competence
Dress Code
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
What is the dress code for the picture?
Basic Biz
Top Drawer Casual
High Quality Business
After hours casual
Weekend casual
Interpersonal , intercultural, social
and Civic competence
Dress Code
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
What is the dress code for the picture?
Basic Biz
Top Drawer Casual
High Quality Business
After hours casual
Weekend casual
Interpersonal , intercultural, social
and Civic competence
Dress Code
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
• 3/4 of people say they are working
very hard
• Work life balance is about balancing
working and personal life.
• This involves being aware of different
demands on time and energy,
allocation of time and energy and
making choices.
– Organizations can use various policies to
improve employees' work-life balance
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•
•
•
having part-time workers,
flexible working arrangements
job sharing,
encouraging ‘wellness’ to improve health etc.
Interpersonal , intercultural, social
and Civic competence
Work Life balance
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
• If employees are encouraged to protect their health,
this will enable them to deal more effectively with
unavoidable stresses at work.
(CIPD, 2009)
Interpersonal , intercultural, social
and Civic competence
Work Life Balance
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
• Wash on a daily basis
• Use deodorant on a daily basis
• Brush your teeth after meal, use mouthwash and
refreshing mints
• Wash your hair
• Exercise
• Eat vegetables and fruits
• Eat healthy
Interpersonal , intercultural, social
and Civic competence
Health is important
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
• Strategies for effective cross cultural communication
1.
2.
3.
Distinguish perspectives- you need to identify cultural
differences
Build self awareness- it is essential to know your behavior. In this
way can avoid behaving in a way that is inappropriate in another
culture. For example, in some cultures when discussing they move
straight to the point, while others like to warm up first.
Recognize the complexity
Interpersonal , intercultural, social
and Civic competence
Cross Cultural Communication
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
–
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Avoid stereotyping in order to avoid bias
You need to Respect differences
Use active listening like asking questions
You have to be honest
Be flexible for adapting to various behaviours
Always think twice before jumping into conclusions
Interpersonal , intercultural, social
and Civic competence
Cross Cultural Communication
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
• Manners accepted or promoted in different societies
– Behave like an adult; avoid childish behaviour, or to show an
authoritative style
– Be polite; always say Hello, even when not on mood be always with
smile
– Never gossip coworkers or customers
– Do not lie
– Show interest to one needs
– Be friendly but up to a limit, keep a level of formality and distance
especially in the working place
– Always use formal tense when you do not know someone
Interpersonal , intercultural, social
and Civic competence
Manners
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
– Avoid dialect;
• might lead to ineffective communication and cross cultural problems
– Be a team player
– Before behaving in a particular way, ensure that you are not being
offensive and it is acceptable to behave in that way
• i.e. in India students in order to show respect kiss the feet of their
teachers. DO NOT apply this in Cyprus
Interpersonal , intercultural, social
and Civic competence
Manners
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.
You have successfully completed this
section.
Thank you for participating in this
learning session and remember never
stop engaging in learning situations
Interpersonal , intercultural, social
and Civic competence
Thank YOU
This project has been funded with support from the European Commission. This [publication]
communication reflects the views only of the author, and the Commission cannot be held
responsible for any use which may be made of the information contained therein.