Communication rules and mistakes

Communication rules and mistakes 2 nd PRESENTATION OF SOFT SKILLS

Topics communication in top10 IBM competencies communication ways& forms communication figures & barriers verbal& non-verbal communication external system of communication communication rules V+NV examples (typology…) and conclusion

Communication is core of 10 IBMs competencies Client Partnering – relations with clients based on trust Collaborative influence- international integration and cooperation in between employees and clients Embracing challenge -enthusiasms and focus on solution of key problems in difficult situations Thinking horizontally - creative thinking focused on filling client needs from beginning to end Informed judgment - intuition and expertise focused on correct timing Strategic risk taking- observation of environment for potential growth and filling of OPP Earning Trust - trust in between of IBM employees and clients based on respect, integration and appreciation of everyone's exceptionality Enabling performance and growth - clearing of barriers, what defends to bring value for clients to achieve business growth Developing IBMs people and communities - time & effort to developing individuals, teams and IBM communities to filling client needs Passion for IBM future - IBM capacities and attitudes for clients and deep faith in quality of services

What is communication? is a process of transferring information from one person to another

Communication cycle Spoken Heard Understood Agreed to Acted on Implemented Hearing Listening

One way COMM Two ways COMM Communication ways F2F + time saving, possibility of big count of participators, communication without break - Low trust, feedback missing, low exactness + immediately feedback, exactness and deepness, perception of trust and participation - time seriousness , limitation, low count of participators

Communication figures & barriers Figures: writing language, speaking dialogue, speaking in small or big groups of people, speaking to yourself Barriers: language, accent, loud voice, disturbing, words have different meaning, evaluation no by content but by person who giving information, listener is disturbed by voices of surroundings, have bad feelings

Verbal & Non-verbal Communication VERBAL COMMUNICATION information transition through speech BLA BLA BLA .... NON-VERBAL COMMUNICATION connection with feelings ALB ALB ALB ….. Mimic Postures& proximal zones Gesticulation haptics

Mimic We communicate through mimic……. pleasures ( eyes raising , smile ...) sadness ( lips , cheeks , bird , eyes ...) anger ( bird , forehead , eyebrows ...) un-interest or depressions ( stone face , absence of face muscles and movements) Appearing of jokes (grimas es , smile ...)

Postures Attitude of body & body movements By means what people feel to others, if there is pressure, depression, insecure Attitude of body influences also everybody's custom

Gesticulation Adapters --- movements with needn't feelings Illustrators---- “ so big fish”… Regulators---- “ you can see chart here and points” Symbols------ thumb raising, head shaking

Haptics direct contact makes sense for people In our culture: less often, contact is allowed only for partners or families Demonstrations: contact, caress, hug, kiss, hand shaking, beating We communicate by contact trust, acceptation, sympathy, encouragement, affection, love and aggressiveness, anger, rejection

External system of communication Biophysical and psychological factors: image, gender, age, race, psychosomatic and physical state (Image= appearance, cloth, position in group, stereotypes) Socio- educative signs: education, social status, employment Cultural models: religion, ethics, morality, esthetics Environmental factors

communication rules VC Communicate about concrete statements (no general ones) Explain meaning of key words exactly Speak in first person (I, me…) Think whether is listener prepared on content of communication what you want to tell him (he has to be focused well)

communication rules NVC be easy in face showing limit rushing postures keep eyes contact smiling at partner take off any pressure don’t use so much gesticulation

You: "We should go out to eat tonight." Opponent: "But we ate out last night, and we need to save our money." You: "I don't care. We should go out to eat tonight, and then we'll treat ourselves and all of our neighbors to a Broadway play." Opponent: "But that would cost a fortune!" You: "Yeah, I suppose you're right. Gosh, that would run hundreds of dollars, wouldn't it?" Opponent: "Yes, it would." You: "Ok, just dinner it is, then." Strategic Compromise

You: "Virginia has never produced any good presidents." Opponent: "Yes it has. Actually, most of our better presidents came from Virginia." You: "But that's exactly what I'm saying...I think...I dunno...I forgot." Opponent: "So we agree?" You: "Yup. I'm right." Forgetfulness

You: "Dogs are better than cats." Opponent: "I prefer cats." You: "But cats eat babies! They dig their rabid muzzles into infants' chests and rip their kidneys out!" Opponent: "No they don't!" You: "They do! And they killed my great grandmother! Twice!" Lies

You: "There are no people on this planet that do not believe in democracy." Opponent: "Yes there are. They're called communists." You: "Communists schmommunists!" Opponent: "..." Rhymes

You: "School lunches suck." Opponent: "Despite the taste, school lunches are, in actuality, very nutritional." You: "On the contrary! Mahogany is one of Honduras' primary lumber exports." Opponent: "Mahogany? Honduras? This has nothing to do with school lunches!" You: "Yeah, well, I could beat you at arm wrestling!" Opponent: "What does-- But-- You--" Random comments

Opponent: "I don't see how you can say clothing is immoral." You: "Clothing was invented as a means of concealing immorality. Anyone wearing clothing is clearly doing so for the same reason." Opponent: "No, people wear clothing for a number of reasons. To stay warm, for example." You: "Clearly, these reasons are rationalizations made up after the fact." Clearly

You: "I believe all short people should be beaten with rocks until they bleed." Opponent: "I think that's a very horrible and malicious idea." You: "Well, you're fat! Fatty fat doo doo head!" Opponent: (sobs) Name calling

Sources http:// www.rinkworks.com /persuasive/ http:// en.wikipedia.org /wiki/Communication http://learning.atlanta.ibm.com/manager/quickview/mgrqv.nsf/Content/85256886:005E552A http://www.infovek.sk/predmety/etika/namety/komunikacia/komunikacia.php#ciele Krpalkova,K. a kol.: Rozvoj podnikat eľských zručností.STU, Trnava, 2009, ISBN 978-80-227-3164-5 Psychol ó gia osobnosti a soci álna psychológia, Socialna psychológia II. VŠSA, Košice.2009.

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