External Communication www.projectseed.eu

External Communication Channels Communication blockages Contents What is communication? 1 External Communication Channels 2 Communication blockages 3 Active listening 4 5 Feedback

Communication What is communication? Why Communication Where How Organisational structure Procedures Regulations Bureaucracy Negative experiences Working environment and existing distortions Individual culture Professional development Personality Perceptions and preconceived ideas Language used Where Influences and barriers How With whom do we communicate outside the organisation

Communication Process

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

How do we communicate We establish networks We select optimal channels Formal (organised): presentations, assessments, project, documents analisys: offers, reports, contracts We establish networks Informal (personal level unplanned informal discussions outside the organisation We select optimal channels No direct contact (mail, telephone, electronic, documents) Communication with media Individual (face to face)

Error sources in communcation

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).

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.

Don’t Avoid over talk Be interruption empathetic with the client of speaker ACTIVE Keep Paraphrase LISTENING eye contact Ask questions Avoid Nod your head distracting and show proper facial actions or expressions gestures

Feedback characteristics Is assumed Is concrete Is checked Time-framed Is not exagerated Is more descriptive than evaluative 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

Customer Relation Resolve requests Listen Answer to questions Adapt the communication style Answer to questions Listen Customer Relation Resolve requests

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