1. Communicating with Citizens How to bring the message across effectively Pascal Hildebert & Marcello Mereu European Commission, 16 March 2006

2. Agenda Introduction and general objectives The challenges of communication What is communication? Styles and techniques to enhance our communication …a few little pieces of advice

3. Illusion of evidence Storytelling Exercises:

4. A volunteer describes a picture to the other participants, while hiding behind a flipchart. She/He cannot answer any questions or make any gestures (or of course show the picture!)… Do they all look the same? Illusion of evidence exercise:

5. 3 people go out of the room. The remainder of the participants read a slide, telling a story. The slide is hidden after everyone has finished reading (a few seconds). One person is let in the room and a volunteer tell her/him the story she/he has read. The listener will have to tell the story to the second person who will be let in the room and the latter will tell the story to the third one… Any differences in the story? Storytelling exercise:

6. It’s 7.15pm and Martha has decided to celebrate her 32 nd birthday. Unfortunately, she’s just realised she hasn’t got enough drinks and snacks in her home, so she decides to go out for a little shopping. Outside it’s raining, so she decides to take her car, but she remembers that the tank is nearly empty. All of a sudden, the phone rings; it’s her friend Margaret: Martha hasn’t spoken to her in months. After talking for half an hour, Martha realises that the petrol station is now closed (it closes at 7.30pm) and that she’ll have to go shopping on foot. She goes out, but outside it’s still raining. 20 minutes later, walking under the rain, Martha slips, falls and hurts her ankle. Storytelling

7. Filtering information and the process of Scotoma (reticular activating system). Differences in perception. What seems evident and obvious to us is not necessarily so for our listeners, the recipients of the information. We need to be precise in the information we give. The challenges of communication:

8. What is communication? To organise and manage information, to express and convey concepts efficiently and clearly, to understand feedback, adapting the language (verbal and non verbal). Communication means being able to express, receive and exchange ideas in an effective manner

9. Communication styles & techniques: How to investigate perceptions: Active listening/Rephrasing (Avoid misunderstandings!) Open questions/Never Assume Always Ask (Let people talk!)

10. Communication styles & techniques: Body Language/Mirroring Presentation skills (eye contact, things to avoid…)