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PORTO: Best European destination in 2012
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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…
add a date 29
“You can accomplish nothing unless you
communicate effectively.”
Professor John Kotter
(Harvard Business School)
HAVE FUN!
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