Smilja Sindjelic - Communication

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Introduction into communication

• Communication and its elements• Methods of training – our way in

which we will work and the reasons for working in that way

Oktobar 2008. Kragujevac

Methods of work on training

• Interactive work, active participation

• Learning with experience

• Many ways and methods of work (games, group work, team work, roll play, study of chance,examples of good practice, group discussions

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Why this way of working?

• “I heard and forgot,

• I saw and remembered,

• I did and understood.”

Old chinesse saying


The need for knowledge • Do you believe in the so called

intellectual profit?• Kompanija Microsoft u vrednosti svoje deonice nominalne

vrednosti 70 dolara samo 7 dolara predstavlja knjižnu tj. vidljivu vrednost dok sve ostalo otpada na nevidljivu vrednost koju najvećim delom čini znanje.

• Human knowledge has doubled from 1900 to 1950. From then, human knowledge doubles every five to eight years . (Stanford University research, USA)

• In most professions, knowledge doubles every couple of years, which means that the knowledge of every one of us has to double every two to three years just to keep up with the rest of the world.


SUBJECTS• What is communication at all and what is

business communication?• What is its function?• What are the basic ways of

communication or what are all the ways in which we communicate?

• How does communication work and what are the key elements of its flow?


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Goals of day oneGoals: • Understanding communication, the

process of communication and its functions, especially its role in achieving business goals.

• Understanding the elements of the process of communication and its back fall, especially in the business communication


THE CONCEPTION OF COMMUNICATION

• Communication – sending messages with signs

One of the most significant interactions!

One of the key ways of satisfying the five most important needs (A.Maslov,Motivation and personality)


Functions of communication• A big role in pleasing the basic human needs


THE ELEMENTS OF COMMUNICATION

POŠILJALAC PORUKESENDER

COMMUNICATION CHANEL

RECIEVER


BUSINESS COMMUNICATION• The definition: A sending process of

messages and information in the boundaries of formal and informal structures of business and the foundation of its connection with the environment.

Dr Vladimir Cvetanov


The principles of business communication

• Bernard’s principles of communication1. Communication channels have to be defined and

well known.

2. Every one has to inform someone and everyone has to be subordinate to someone.

3. Communication lines must be as short as possible.

4. Fortified lines of communication should be used.

5. Communication lines must not be interrupted.

6. Every communication must be confirmed.


THE BASIC PRINCIPLES AND CRYTIRIES OF GOOD COMMUNICATION

Printing out the principles in order to discuss and illustrate them in groups

( A PROPOSAL OF THE AMERICAN SOCIETY FOR MANAGEMENT)

1. Sender must explain/clear up his ideas before communication.

2. The purpose of every message or communication should be carefully examined.

3. Staff skills and physical limits within the communication framework must be emphasized.

4. While making plans about the communication, other people must be consulted in order to avoid possible misunderstanding


8.Communication should not be limited only to momentary needs, but should also be directed on to the future.

9. If the message is successful, the action must support the communication.

10. Good communication depends on the will of the receiver to hear and understand the message.


INFORMATION/MESSAGE FLOWS IN BUSINESS

1.Descending flux Silazni tokovi (DOWNWARD communication ) Oriented from the top downwards through line authority. This includes:

- Directives and instructions: when and how to do something;- Information about particular tasks;- Information about the business policy and its goals;- Information about products and services, as well as the

results informacije

What is your opinion about the response to this type of communication?


SOME OF THE POSSIBLE ANSWERS

• MENTAL AND PHYSICAL PREDISPOSITIONS TO UNDERSTAND THE MESSAGE

• THE WILL TO UNDERSTAND THE MESSAGE• BELIEVING THAT THE MESSAGE IS IN

HARMNONY WITH THE INTERESTS OF THE PERSON TO WHICH THE INTERESTS OF THE WHOLE BUSINESS ARE DIRECTED TO.


2. Ascending flux Uzlazni tokovi (UPWARD communication komuniciranje prema DOLE)- Used to explain orders, procedures and political firms.

- Information about employee work capabilities;

- Workers evaluation of what and how something should be done;

- opinions, complaints, worker demands.


3. Horizontal flows – the most common form of formal communication between employees inside the firm, but also with the environment and rarely includes higher levels of management.

What do you think, can this communication flow be more relaxing


TYPES OF COMMUNICATION WEBS

• CENTRALYSED WEBS:

Chain Y Wheel

• DECENTRALYSED WEBS:

Circle Spider web


PERSONAL ABILITY OF COMMUNICATION

• Attributes of an individual which contribute to successful communication

- Language and professional competence

- Objectivity - Individuality

- Practivity - Concentration

- Flexible - Humor

- Motivation - Strategic ability21Oktobar 2008. Kragujevac

Attributes of individuals that disrupt successful communication

being:

- primitive

- reticent

- distrustful

- indifferent (phlegmatic)

- indolent


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Overcoming hold-ups and conflicts in communication

• Communication as the key condition of creating and overcoming conflicts.

October 2008. Kragujevac

Objektives• Awareness development on the importance

of knowing business communication skills for the purpose of prevention and resolving

the conflict situations.• Improvement of participants’ motivatin for

making themsves better in the area of business communication.

24October 2008. Kragujevac

Clash/Conflict• Disagreement through which persons ( sides)

experienced threat to their needs, interests and worries.

• Situation in which two or more people want to realize some of their interests, a need or a goal; and since each side finds only one goal possible and realizable, the other person is seen as an obstacle.


Causes• Personal (Disagreement or personal and cultural values.)

• Communicative (Language difficulties, different approaches to conflict, e.g. assertive, passive, aggressive)

• Organizational ( indistinct limits of liability, bad allocation of means)


Obstructions and breaks in communication

lack of planning• Unsolved assumptions• semantic distortion • badly uttered messages

communication obstructions in international surrounding


Prepreke i prekidi u komunikaciji

• Loss of information while being transferred and bad memorizing

• Unattentive listening and premature deducing• Impersonal communication• Distrust, threat and fear• Insufficient span of time for adjusting to changes

• Being overloaded with information.


Confict styles and their consequences

• Competition• Adjusting• Avoidance• Compromise

• Co-operating ٧


Answers to conflict:• Emocional (range of feeling from fear, despair to confusion;

Assumption that the others feel the same)

• Cognitive (ideas and thoughts about the conflict,inward

conversation)

• Physical (stress,tension, hard breathing, nausea, vomiting,rapid heartbeat)


Styles of Behaving He cares for other people, he does not take care of himselvs much as well as his needs and goal; once hi is displeased, he becomes furious and loses his friends.

She neither cares for other people nor for herself; Solitary and without initiative.

He is greatly consultig himself and his own interest; finds others enemie goes straight to his goal and often succeeds.

She is interested for herself and others; does not go openly. She is often speculated about, always a little dissatisfied with herself.

She cares for other people, but she knows to take care of herself, too; direct, assertive, does not offend other people’s feelings, needs and rights. She deals with problems and conflict situations well.



Constructive conflict• Problems are meditated openly.• Solutions are actively sought.• Provocations are avoided, for example insulting.• People really listen to each other.• Everyone has a chance to give his own

contribution• Nobody withdraws• Problems are solved and decision are made.

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Destructive conflict• Making decisions are avoided.• Power and compulsion are used in order to reach an

agreement• Insulting, maltreatment and other aggressive tactic.• Acting/Taking actions behind someone’s back.• New solutions are not noticed and suggestions are ridiculed.• Problems linger on, and the new ones emerge.• People feel angry and marginalized.

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Obstacles to successfulcommunication

• Badly developed listening skills

• Lack of assertiveness

• Giving and receiving feedback

• Distorted perceptions and assumptios

• Inadequate non-verbal comunication.

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How to achieve a desired result/outcome?

• Both sides must see each other and hear the feelings and needs of other side.

• Clear defining of both sides’ problems.• Accsept other person in his right to have different

interests and needs.• To use our faculty of speech for talking, reaching

agreements and making mutual decisions, NOT criticisms and attacks!

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When we cannot resolve the conflikt ourselves...

The 3th person/mediator or go-between – he/she does not take sides and does not offer his/her own solutions; but enables conditions for conflicted sides to find solutions themselves.

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TECHNIQUES OF SUCCESSFUL COMMUNICATION

• The power of active listening ٧ • Knowledge of communication

contexts


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TECHNIQUES OF SUCCESSFUL COMMUNICATION – ACTIVE

LISTENING• What we consider “successful

communication”• The role of listening in successful

communication• The conception and characteristics of active

listening• The effects of active listening


THE VALUE OF ACTIVE LISTENING

There was once a wise old man who said that we have one mouth and two ears and that we should consider the relation 1:2 when we use both of them.


WHAT WE CONSIDER TO BE SUCCESSFUL COMMUNICATION

• When we “get it our way” sort of or…

• When we successfully exchange messages and satisfy the communicative needs of both sides.

• HOW SHOULD WE SPEAK IN ORDER TO MAKE EVERYONE TRULY LISTEN TO US?


HOW SHOULD WE SPEAK IN ORDER TO

MAKE EVERYONE TRULY LISTEN TO US?

• Listing the ideas of people

• Grouping the ideas

• Conclusions


WHAT DOES TRULY SUCCESSFUL COMMUNICATION

DEMAND• The knowledge of the needs of the other side• Attention/knowledge so that the message could be

constructed to be clear, accurate, understandable and “reachable to the other side”.

• Calmness, control over the situation• Knowledge of the techniques of successful

communication – the language of accepting (“me” speech or “you” messages)


SEGMENTS OF “LANGUAGE ACCEPTANCE”

• Passive listening (I see. Interesting. Really. Yes, yes; I would like to hear a little more about that, I would like to hear your opinion on the matter, Let’s consider it, Looks like it’s important.)

• Active listening (it implies opinions about the participants in communication - understanding of needs , their transience, having a true desire to solve the problem but also some technical solutions that can be easy to adopt)

• Me ‘’messages’’ (special advancement training)

oppose to ‘’you’’ messages


FORMS OF ACTIVE LISTENING

Diagnostic listeningIn this for of listening WE DO NOT JUDGE

because every objection keeps people from talking about deeper things and keeps us from learning their real feelings, attentions and needs. We pay attention to pauses in speech, repetition, hesitation, we analyze faces, gestures and movements.



Reflective listening / most important for business communication/

We occasionally reformulate what the collocutor is saying to us in order to check if we understood well what we heard and to avoid eventual misunderstandings.



Compassionate listening

• In this form of listening we try to get in to the collocutors “shoes”, in order to see the problem from his angle.


COMMON MISTAKES IN ACTIVE LISTENING

• Manipulation through guiding

• Open the door – and then close it

• Repeating the collocutors words

• Listening without enjoying

• Active listening at the wrong time


THE RISKS OF ACTIVE LISTENING

‘’Something is happening within us while we actively listen. To understand correctly what the other person thinks and feels from its own angle, to be worthy of placing ourselves into that angle and seeing the world through his eyes, we as listeners are at risk to change our opinion.’’

HOW MUCH IS THE RISK IN COMPARISON WITH THE BENEFITS?!!!


AN EXERCISE OF ACTIVE LISTENING

• The participants are divided to pairs of “listeners” and “talkers”, they also get work material and an assignment;

• When the exercise is finished, they sum their impressions on the flip chart in two rows.

• Ending discussion and conclusions in the forum.


THE CONTEXT OF COMMUNICATIONWhat is useful to know about another country?

• Full official name of the country• Main city• Name of the president• Religion and religious customs• National and religious holydays and customs at holydays.• The specifics of the diet• Statistics and other data about the industry• Key facts about history and geography• Some celebrities• Favorite sports


Forbidden or taboo topics in business communication

• Politics

• Religion

• Nationality

• Humor – jokes

• Sex, disease and death

• Personal money in all combinations


Basic prerequisites for communication between two

different cultures• perception

• spirituality

• avoiding stereotypes

• flexibility


Example: Italy• formality in behavior but with a dose of relaxation. Politeness and good manners are

appreciated.

• Italians love to work with people they already know so they will spend some time to familiarize and to talk intimately

• family and children are highly appreciated

• many Italians speak english, but if you’re not sure, bring a enterpreteur

• Italians are noisy and bold in communication

• In conversations, polite plural is most frequently used

• Humor, enjoyment and good mood is appreciated

• Being humble, quiet and arrogant doesn’t pay off

• Expect bargaining and deadline rescheduling

• Your status, finances, origin and education level will be judged by your appearance

• You should avoid talking about politics in Italy, religion, Vatican politics, taxes, World War Two and mafia; do not criticise the Italian culture, state administration or some football clubs


LITERATURE• Z.Tomić,Komunikologija, 2000. Čigoja• Mary Ellen Guffey Essentials of Business Communication • Miles, R., Snow, C. (1978) Organizational Strategy,

Structure and Process, McGraw-Hill, New Yor• www.gordontraining.com


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FORMS OF BUSINESS COMMUNICATION

• MEETINGS• PRESENTATIONS• WRITTEN CORRESPONDENCE


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SUBJECTS• Meetings as a form of “live communication”• Prerequisite of successful meetings and

presentations• “Live” meetings – roll play exercise• Analysis of direct experience and

conclusions • Efficient written business communication and

IT in business communication


MEETING – BASIC RULES

• 1. Business meetings should be scheduled, if possible, enough time in advance

• 2. Do not schedule meetings on Mondays and Fridays. The most efficient meetings are scheduled in the middle of the week, in the morning hours.

• 3. Meetings have their introduction, middle and conclusion parts.

• 4. There are organizations which obey the rules, but in Serbia people often do not know about them, so the recommendation is to know the rules and to adapt when there are no rules.


FIVE SIMPLE STEPES TO EFFICIENT MEETINGS

• Step one: Hold meetings only when necessary • Step two: Only people who should attend the

meeting should be called• Step three: Prepare and send the agenda of the

meeting in advance to the participants• Step four: Document and respect the decisions

and responsibilities arranged at the meeting


STEP ONE• Do not hold meetings which are obviously to expensive to

be useful. The expense of the meeting = the price of work hours of all participants in the duration of the meeting.

• A meeting should be held when you need the group energy which is provided by the interaction between participants.

• A meeting should be held when you want result which can be get if all participants are assembled in one place.

• And finally, a meeting should be held when you want others to accept a decision, program or idea.


STEP TWO

• Those people who are in charge of the application of decisions or those who influence them, should attend the meeting.

• There should be not more than 8 to 12 people on the meeting. Those who, by your judgment, don’t need to attend, should get a written record of the meeting in order to know what was decided.


STEP THREE• The agenda of the meeting: goals, predicted time

needed for the agenda and instructions to everyone of how to get ready for active participation on the meeting.

• Every thing above mentioned should be sent in advance so the participants could prepare for the meeting and not to speak by heart.


STEP FOUR• For you to run the meeting adequately you must:

stick to the agenda, have control over the time and the participants.

• Occasionally return to the goals of the meeting defined in the agenda.

• Occasionally sum up all that has been spoken.• Occasionally encourage those who haven’t

participated to speak ( thus not letting intrusive people to dominate).


STEP FIVE

• A record of the meeting should be written. The record is a tool which helps you to uphold the responsibilities which are assigned and accepted by the participant. A record should tell you who will be doing what and in what given time.


FOR THE END

• If you obey these five steppes, you will control your meetings instead of them controlling you.


HOW TO DEVELOP THE SKILL OF PRESENTATION

• Considering the goal which we wish to accomplish and meeting the target group to whom we are speaking to.

• Planning your performance:

- The skill of verbal and nonverbal communication

- Interactive relation with the listeners

- How to handle with difficult questions and negatively disposed listeners.

65negativelyOktobar 2008. Kragujevac

TYPES OF WRITTEN BUSINESS COMMUNICATION

• Business letter and memorandum

• Electronic written business communication: e-mail, the web and chat.


BUSINESS LETTER

• The most common form of business communication.

• It is written and send in person to every business partner.

• A business letter is a document about a certain business.

• Its basic characteristic is that it represents an answer.


PARTS OF THE BUSINESS LETTER

• Heading• Date and place Supplements• Receivers address Way of sending• Call signs Copy order• Subject Addition or P.S.• The content of letter• Regards• Signature


MEMORANDUM

• Memorandum are short intern messages. • They are mostly on one page, informal and imply

to one particular subject.• Memorandums hold space to enter dates, names

of receivers and senders, the subject of the message and space for the message.

• Memorandums should be written positively, with a specific purpose, clear language, should be condensed and interesting.

Oktobar 2008. Kragujevac 69

E - mail

• E- mail or electronic mail is a type of business communication which is used in intern and extern communication.

• A business e – mail should consist of: heading or protocol which includes: e-mail

address of the sender and receiver, address of the copies, subject of the message, list of attachments and the time and date which are given automatically.


THE WEBBusiness web communications of a company are

being taken in one of two ways:

1. Manufacture and maintenance of web pages

2. Manufacture and maintenance of commercial web pages.

• Presentative web pages are use to present the company to the public. They consist of basic information about the company.

• Commercial web pages are used by merchant societies to offer specific goods.


CHAT

• Chat is a type of direct, written business communication which is a replacement for maintaining meetings between participants from different locations.

• A conversation between the participants of a web meeting is being held in a written form in real time which means that every participant of the meeting communicates by examining and watching the meeting on the computer screen, and by writing comments.


LITERATURAweb portal, pisano poslovno komuniciranje

http://www.buntperom.ba/dokumenti/administrativno%20komuniciranje.rtf , www.veleuciliste.net/1godina/komuniciranje2.doc ,

http://hgk.biznet.hr/hgk/fileovi/3966.pdf ,



• VERBAL AND NONVERBAL COMMUNICATION


SUBJECTS• Types of communication.• Characteristics of verbal communication.• How we communicate nonverbally.• Types of nonverbal communication.• Characteristics of nonverbal communication.• What is the percentage of nonverbal

communication in standard communication.• Physical appearance

TYPES OF COMMUNICATION



– Indirect communication is conducted without the use of a mediator

– Direct communication is conducted via some type of media



Indirect communication has two components

• Verbal, which represents words

• Nonverbal, which implies to all other forms of communication except words (body language, face expression, gesticulation…)



Verbal communication besides words has two more components

• Voice (color, tone, volume, pauses, expression, speed),

• Appearance (body position, gesticulation, mimic).



Some types of direct communication can have ,besides a verbal communication component, a nonverbal communication component, but it is less noticeable.



• Confirms the pronounced• Shapes, changes, fills in verbally• Expresses emotions, intentions and

expectations • Gives information about reactions to

given announcement,• Gives information about us.•



• Eye contact• Facial expression• Head movement• Gestures and body movement• Pose and posture• Distance and orientation• Touch• Appearance

CHANELS OF NONVERBAL COMMUNICATION


• Body language consists of: body posture, body orientation, hand gestures, head nods and touch.

• A detailed description of the content which we verbally explain is followed by frequent gesticulation.

• Before conducting anything, we often do preparation movements of which we are not even aware of.

BODY LANGUAGE


Psychological classification of space:

• Intimate space: 15 – 45 cm

• Personal space: 45 – 120 cm

• Social space: 1,2 – 3,5 m

• Public space: more than 3,5 m

Distance and orientation


INSTEAD OF A CONCLUSION

Business communication besides allowing us to work on accomplishing the goals and assignments of our company, also participates in the creation of the hole image of the company.

LITERATURE

• N.Rot, ‘’Znakovi i značenja’’, 1982. Filozofski fakultet, Beograd

• Edicije „Znanje za uspešno poslovanje I i II”, E- magazin, Beograd 2005-2007.

• Kevin Hogan, ‘’Umijeće utjecanja’’, 2008. , Profil internacional


Smilja Sindjelic - Communication

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Transcript of Smilja Sindjelic - Communication