Transcript Communication skills

Cultural Treasure Hunt – Iceland
Sólrún Bergþórsdóttir
Educational- and career counselor
Viska Vestmannaeyjar
What is this about?
 The basics in communication
 How we can connect that to tourism
 Learning by doing
 Having fun
The basics in communication
Self image
Self confidence
Self respect
How much dosage is necessary?
Expression - Behaviour
 Thoughts and feelings are expressed
through behaviour.
 Our behaviour reveals what we think of
ourselves
Indecisive behaviour
 Does not take any risks in communication. Says often: “ I
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don´t care”
Doesn´t look you in the eye, voice hesitant and low
Doesn´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 behaviour
 Wants to control others – have the upper hand
 Agressive expression – talks loud and fast
 Can talk about negative feelings and criticizes
negatively. Breaks people down, pushes them away.
Lonely.
 Feels worth something when he controls others
 Acts as “knows it all” and blames others. Limited
patience.
 Underlying: low self esteem, nervousness,
defensiveness, feeling of guilt.
Affirmative behaviour
 Has an opinion, listens to others, disusses matters
 Can 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 honest
 Underlying: good self esteem
Important factors
 Behaviour is learned
 Technique used in communication is
mostly unconscious
What does that mean?
What does that mean?
 Behaviour can be changed
 Important to be conscious of your
behaviour
Ways of communication
 Verbal
 Non – verbal
- facial expression
- body posture
- use of muscles
- breathing
- use of voice
- gestures
- eye contact
Non – verbal communication
 More than 95% of communication
 Any examples from your language?
 Body language
 One word can have various meanings!
A communication game
 Get into small groups
 One volunteer
 Watch the expression. What is being
expressed?
 Discuss in the group and write the answer
down
Coffee break
Your role in communication
 Good communication – a decision –
often about simple things
 Our behaviour affects the reaction of
others
 Behaviour of others affects our reaction
Communication technique
 Listen
 Criticize positively
 Accept criticism
 Compliment others and accept compliments from
others
 Disagree
 Apologize
 Talk behind ones back
The skill of listening
 Inactive 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 listening
 Express full attention and presence
 Ask if you lose the thread
 Lay aside predecided ideas about what is going to be
said
 Understand – not judge
 Be 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 skills
 Work in pairs
 One 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 communication
 Is nourished by
Respect
Warmth
Honesty
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 tower
 Work in groups of 3 – 4
 Compete
 Design
 Build
 Test
 Present