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Communication skills
Cultural Treasure Hunt – IcelandSólrún Bergþórsdóttir
Educational- and career counselorViska Vestmannaeyjar
What is this about?The basics in communicationHow we can connect that to tourism
Learning by doingHaving fun
The basics in communicationSelf image
Self confidenceSelf respect
How much dosage is necessary?
Expression - BehaviourThoughts and feelings are expressed through behaviour.
Our behaviour reveals what we think of ourselves
Indecisive behaviourDoes not take any risks in communication. Says
often: “ I don´t care”Doesn´t look you in the eye, voice hesitant and lowDoesn´t talk about feelings, excuses a lot, hard to
complement others. Prone to loneliness and depression.
Irritation towards pressure from others. Hard to say no.
Feels worthless, makes no demands for him/herself.Underlying: low self esteem, nervousness,
defensiveness, feeling of guilt.
Agressive behaviourWants to control others – have the upper handAgressive expression – talks loud and fastCan talk about negative feelings and criticizes
negatively. Breaks people down, pushes them away. Lonely.
Feels worth something when he controls othersActs as “knows it all” and blames others.
Limited patience.Underlying: low self esteem, nervousness,
defensiveness, feeling of guilt.
Affirmative behaviourHas an opinion, listens to others, disusses
mattersCan talk about positive and negative feelings.
Tells his/her opinion and needs without stepping on others´rights. Is conscious of his/her rights.
There´s harmony between feelings and expression
Communication is effortless and honestUnderlying: good self esteem
Important factorsBehaviour is learnedTechnique used in communication is mostly unconscious
What does that mean?
What does that mean?Behaviour can be changedImportant to be conscious of your behaviour
Ways of communicationVerbalNon – verbal - facial expression - body posture - use of muscles - breathing - use of voice - gestures - eye contact
Non – verbal communicationMore than 95% of communicationAny examples from your language?Body languageOne word can have various
meanings!
A communication gameGet into small groupsOne volunteerWatch the expression. What is being
expressed?Discuss in the group and write the
answer down
Coffee break
Your role in communicationGood communication – a decision – often about simple things
Our behaviour affects the reaction of others
Behaviour of others affects our reaction
Communication techniqueListenCriticize positivelyAccept criticismCompliment others and accept compliments
from othersDisagreeApologizeTalk behind ones back
The skill of listeningInactive listening- hear half of what is being said- understand half of what you heard- remember half of what you understood- judge accordingly half of what you
remembered- react accordingly to half of that!!!
How much has been really heard?
Active listeningExpress full attention and presenceAsk if you lose the threadLay aside predecided ideas about what is
going to be saidUnderstand – not judgeBe on guard towards possible
misunderstanding. People often use words with different meanings
Show the person that you have heard and understood what he/she has said.
Try out our listening skillsWork in pairsOne talks for 2 minutes about what he finds
interesting.The other one listens silently.Change roles and do it again
Are you a good listener?Is it difficult to listen?
Can we learn something from this?
Good communicationIs nourished by
RespectWarmthHonesty
Understanding
How does this apply to tourism?Good communication is a key factor in successful tourism
Discussion
Play a game – Solve a puzzle – Compete
Cooperation necessary and a rope!
A short coffee break
Final project – The towerWork in groups of 3 – 4CompeteDesignBuildTestPresent
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