1. Internal communication

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

3. Communication What is communication? Why do we communicate
Organisational culture
Procedures
Regulations
Bureaucracy
Negative experiences
Working environment and
existing distortions
Individual culture
Professional development
Personality
ideas
Language used
Where do we
communicate
Influences
and barriers
How do we
communicate

4. Communication process

5. Verbal communication 100% 20% Sender Receiver % of message
What the sender wants to say
What the sender is saying
What the receiver hears
What the receiver listens
What the receiver understands
What the receiver retains
Receiver
20%

6. 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

7. How do we communicate We establish networks channels Group (meetings)
Formal
(organided):
meetings, evaluations,
analyses,
documents:
reports, memos,
minutes, agendas
We establish
networks
Informal
(personal level):
unplanned
informal discussion
inside or outside
the organisation
channels
No direct contact
(mail, telephone,
eletronic,
documents)
Group (meetings)
> 2 persons)
Individual
(face to face)

8. Errors sources in communication

9. 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).

10. Characteristics of an effective feedback
To be descriptive,
not evaluative
Must
be concrete
Straightforward, clear and specific
Provided at the right time

11. Characteristics of an effective feedback
To be expressed in terms relevant to the receiver’s needs
Usable
Checkable
You must assume full responsibility

12. Feedback Technique - DISC
DESCRIBE
What have you noticed (felt) with respect to the interlocutor's behaviour.
INFORM
about what you have felt with respect to the interlocutor's behaviour.
SPECIFY
very clearly the type of behavior
that you expect.
CONFIRM
his/her ability to change his/her behavior.

13. 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.

14. Don’t overtalk Avoid Be interruption empathetic of speaker ACTIVE Keep
Paraphrase LISTENING eye contact
Ask questions
Avoid Nod your head
distracting and show proper facial
actions or expressions
gestures

15. Thank You !