1. External Communication

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

3. 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

4. Communication Process

5. Verbal and non-verbal communication
7% % %
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

6. 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)

7. Error sources in communcation

8. 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).

9. 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.

10. 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

11. 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

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

13. Thank You !