Transcript DOC - SEED Social Entrepreneurship in a Eu Dimension

External Communication
www.projectseed.eu
The European Commission support for the production of this publication does not constitute an endorsement of the contents which
reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the
information contained therein.
Contents
1
2
What is communication?
External Communication Channels
3
Communication blockages
4
Active listening
5
Feedback
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The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Communication
What is communication?
Why
Communication
Organisational structure
Procedures
Regulations
Bureaucracy
Negative experiences
Working environment and
existing distortions
Individual culture
Professional development
Personality
Perceptions and preconceived
ideas
Language used
Influences
and barriers
Where
How
With whom do we
communicate outside
the organisation
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The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Communication Process
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The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Verbal and non-verbal communication
7%
38%
55%
LANGUAGE:
words
PARALANGUAGE:
tone
NON-VERBAL
Communication
by words:
• clarity
• diction and accent
• speech speed
• use of pauses
Communication
by voice tone:
• relaxation
• vocal qualities
• voice pitch and
intensity
• voice volume
Non-verbal
communication:
• eye contact
• appearance
• posture
• head movements
• facial expression
• gestures
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Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
How do we
communicate
Formal
(organised):
presentations, assessments,
project, documents analisys:
offers, reports, contracts
We establish
networks
We select optimal
channels
Individual
(face to face)
Communication with
media
Informal
(personal level
unplanned informal discussions
outside the organisation
No direct contact
(mail, telephone,
electronic,
documents)
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The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Error sources in communcation
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The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Communication barriers
Disagreements and different interpretations in
communication are caused by barriers:



Message receiving barriers
(environment inputs, attitudes and values, needs
and expectations).
Message understanding barriers
(language, semantics, length of message).
Accepting barriers
(preconceived ideas, interpersonal conflicts).
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The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Non-verbal communication:
GESTURES
First of all, the communication is GESTURAL:
Reflexes, reactions to inputs
 Primitive gestures: elementary feelings- fear, anger,
joy, sadness.
 Significant gestures which reinforce
verbal messages
 Symbol gestures: educationally coded.
 Relic gestures: “NO” by shaking the head.
 Social gestures: related to social life codes.

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Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Don’t
Avoid
over talk
interruption
Be
empathetic with the client
of speaker
ACTIVE
Paraphrase
LISTENING
Keep
eye contact
Ask questions
Avoid
distracting
actions or
Nod your head
and show proper facial
expressions
gestures
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The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Feedback characteristics
Is assumed
Is not exagerated
Is concrete
Is more descriptive
than evaluative
Is checked
Time-framed
Encourages personal
development
Offers alternatives
Starts with positive
aspects
Refers to things that
can be changed
Must be expressed
in relevant terms for
the interlocutor
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The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Listen
Answer to
questions
Adapt the
communication
style
Resolve
requests
Customer
Relation
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The European
Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the
views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
The European Commission support for the production of this publication does not constitute an endorsement of the contents which
reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the
information contained therein.