TRAINING for EMPLOYEES Module 2: COMMUNICATION Questo modello può essere utilizzato come file iniziale per la presentazione di materiale didattico per la formazione in gruppo. Sezioni Fare clic con il pulsante destro del mouse su una diapositiva per aggiungere sezioni. Le sezioni possono essere utili per organizzare le diapositive o agevolare la collaborazione tra più autori. Note Utilizzare la sezione Note per indicazioni sull'esecuzione della presentazione oppure per fornire informazioni aggiuntive per il pubblico. Mostrare queste note nella visualizzazione Presentazione durante la presentazione. Valutare con attenzione le dimensioni dei caratteri, importanti per l'accessibilità, la visibilità, la registrazione video e la produzione online. Colori coordinati Prestare particolare attenzione ai grafici, ai diagrammi e alle caselle di testo. Tenere presente che i partecipanti eseguiranno la stampa in bianco e nero o in gradazioni di grigio. Eseguire una stampa di prova per assicurarsi che i colori risultino comunque efficaci e chiari in una stampa in solo bianco e nero e in gradazioni di grigio. Grafica, tabelle e grafici Scegliere la semplicità: se possibile utilizzare stili e colori coerenti, che non rappresentino elementi di distrazione. Assegnare un'etichetta a tutti i grafici e a tutte le tabelle. This project has been funded with support from the European Commission. This publication reflects the views only of the author and the Commission cannot be held responsible for any use which may be made of the information contained therein Project n° 2015-1-IT01-KA202-004831 - The Digital Workplace: skills for a changing work environment

WELCOME! focus of the module communication essential for successful working --- Communication can open or close good opportunities

Objectives of the module 0. INTRODUCTION: definition of communication THE COMMUNICATION PROCESS EFFECTIVE COMMUNICATION LISTENING EMPATHY COMMUNICATION STYLES FEEDBACK

0. INTRODUCTION

Communication is a key competence It is a complex process Implies good listening Becomes harder in remote working

1. THE COMMUNICATION PROCESS

The communication process

2. EFFECTIVE COMMUNICATION

Communication is…

Communication is… Verbal Non verbal Voice volume Touch Voice quality Facial expression Voice tone Eye contact Voice rythm Sounds Voice intonation Gestures Voice speed Postures Pronunciation Body movement Vocabulary Silence Grammar Use of space Dialect Appearance

Italians do it like this

Palo Alto School Axioms

3. LISTENING

- IT IS A CONSCIOUS EFFORT - Listening is not easy Biological l.: just hearing Fake l.: I just don’t care Selective l.: in class, we select content Active l.: quite 100% Emphatic l.: also emotional Cannot be always mode 4 or 5! We have to be aware of the differences and select the different situation - IT IS A CONSCIOUS EFFORT -

Test your listening ability HOW TO Test your listening ability Listen before speaking Do not interrupt Be patient Make an effort to listen beyond words Promote going in depth Re-phrase Respect silence Choose the right channel If you do not undestand: say it!

4. EMPATHY

EMPATHY An important component of emotional intelligence = being able to understand how others feel and what their intentions are, without making dangerous inferences – that can lead to misunderstandings and conflicts

Types of empathy Cognitive E.: empathy preventing us from making wrong inferences; it is not “innate” but can be developed. Emotional E.: it allows us to understand others’ emotions; it is quite “innate” but can be improved. It helps communication fine-tuning, deep understanding, and prevents conflicts

HOW TO Put the focus on the other Understand the differences and accept them Pay specific attention to non verbal communication Make a special effort to provide right feedback Remember that empathy promotes teamwork and allows us to be more effective

5. COMMUNICATION STYLES

Communication styles passive Does not express his/her feelings Take into consideration others’ rights but not his/her own ones Allows other people to walk all over him/her aggresive Express his/her feelings without taking into consideration others’s rights Deteriorates interpersonal communication People tend to avoid interacting with them assertive Express feelings but takes into right consideration others’s rights Continues to be open even if people disagree

Communication styles

HOW TO Call people with their name Explain your reasons Invite others to express their opinion Express your discomfort with a positive language Do not blame others – take on your own responsability Speak from your point of view to get others’ respect

6. FEEDBACK

Why feedback

HOW TO

HOW TO It has to include positive and negative elements It must be given at the right moment and at the right place: If negative: always on the task and in private If positive: always on the person and in public It has to be specific and concrete: maximum about 3 aspects together It has to be done via the right channel It must be about facts (objective and observable), not interpretations or opinions