Ip mind-the-gap 2013-communication

Ana Margarida Barata

abt@isep.ipp.pt

Communication in Teams

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© Ana Barata

COMMUNICATION

COMMUNICATION

What?

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© Ana Barata

people interaction

words

gestures signs

message channel

listening

body language

sounds

language

speaking

symbols

writing

design

watching

receiver

sender

feedback

rapport

understanding

behaviour

code

A Definition

Communication is a process by which information is exchanged between individuals through a common system of symbols, signs or behavior.

http://www.merriam-webster.com/dictionary/communication

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Interpersonal Communication

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Communication_Barriers

Sender MESSAGE Receiver

Context

Code

Channel

Feedback

Communication

Barriers

Communication?

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© Ana Barata

people stereotypes

gossip noise

BARRIERS

technology

selective

perception

background

lack of feedback

tradition

culture

prejudice

channel failures

different styles

different language

behaviour

meaning

expectations

Communication_Barriers

Three types of barriers

Personal Barriers – culture, different codes, bad physical and/or

psychological condition of those intervening in the communication

process, lack of listening habits...

Physical Barriers – noises in the channel, distance between

sender and receiver, subway, cars honking…

Semantic Barriers – when a word or expression has different

meanings, depending on the context.

EFFECTIVE

COMMUNICATION

Effective Communication

Clarity of the message

Appropriate communication channel

Rapport between the sender and the receiver

Effective_Communication

The SENDER should:

Always have in mind the

purpose of the communication

Avoid using double meaning

words

Adjust non-verbal language to

the verbal language he/she is

using

Consider the receiver’s

framework/ cultural background

Check if the message has been

understood (ask for feedback)

LISTEN...

The RECEIVER should:

Listen

Show that he/she is

listening

Focus in the dialogue

Express his/her views,

arguments

Make questions

LISTEN...

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_Active Listening

Don’t use too much

time to speak

Ask questions

Don’t interrupt

Use interjections

Use non-verbal

language

Give Feedback

Communication_Behaviour Styles

Passive

Aggressive

Manipulator

Assertive

Passive/Aggressive

What is your STYLE?

What type of COMMUNICATOR are

you?

TEST

ROLE-PLAY_Behaviour and Communication

In EachTeam

_tight schedule to present the work

_assign roles, create a difficulty

_decide on behaviour style of each character

(aggressive, passive, handler, assertive,

passive/aggressive)

_role play!

Briefly, we may consider that…

There are some performance styles and they consist in different

manners of approaching the interpersonal relationship.

Everyone has characteristics of every style but there is one that

prevails.

The effectiveness of a style will depend on the situation it is

applied in.

Always using the same style of communication regardless of the

situation favours interpersonal problems.

Communication_Styles

Objective and clear

Doesn’t allow anyone to take advantage of him/her

Comfortable with face-to-face contact

Is honest about himself and the others

Tries to establish realistic compromises when there is disagreement

Establishes reliable relationships

_Assertive Style

3 steps for being ASSERTIVE

Step 1: Listen and show your are understanding

Step 2: Describe the facts

Step 3: Say clearly what you think and feel

Pay attention to your attitudes…

Posture, voice tone, body language, how you deal

with your co-workers …

Believe in what you say and do (show conviction)

Be serious about what you do or not

THINK about what you say and do

… Show that you can be trusted!

_It is ESSENTIAL to…

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“You can accomplish nothing unless you

communicate effectively.”

Professor John Kotter

(Harvard Business School)

HAVE FUN!

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