1. Cultural Treasure Hunt – Iceland Sólrún Bergþórsdóttir Educational- and career counselor Viska Vestmannaeyjar

2. What is this about? The basics in communication How we can connect that to tourism Learning by doing Having fun

3. The basics in communication Self image Self confidence Self respect How much dosage is necessary?

4. Expression - Behaviour Thoughts and feelings are expressed through behaviour. Our behaviour reveals what we think of ourselves

5. Indecisive behaviour Does not take any risks in communication. Says often: “ I don´t care” Doesn´t look you in the eye, voice hesitant and low Doesn´t talk about feelings, excuses a lot, hard to complement others. Prone to loneliness and depression. Irritation towards pressure from others. Hard to say no. Feels worthless, makes no demands for him/herself. Underlying: low self esteem, nervousness, defensiveness, feeling of guilt.

6. Agressive behaviour Wants to control others – have the upper hand Agressive expression – talks loud and fast Can talk about negative feelings and criticizes negatively. Breaks people down, pushes them away. Lonely. Feels worth something when he controls others Acts as “knows it all” and blames others. Limited patience. Underlying: low self esteem, nervousness, defensiveness, feeling of guilt.

7. Affirmative behaviour Has an opinion, listens to others, disusses matters Can talk about positive and negative feelings. Tells his/her opinion and needs without stepping on others´rights. Is conscious of his/her rights. There´s harmony between feelings and expression Communication is effortless and honest Underlying: good self esteem

8. Important factors Behaviour is learned Technique used in communication is mostly unconscious What does that mean?

9. Behaviour can be changed Important to be conscious of your behaviour

10. Ways of communication Verbal Non – verbal - facial expression - body posture - use of muscles - breathing - use of voice - gestures - eye contact

11. Non – verbal communication More than 95% of communication Any examples from your language? Body language One word can have various meanings!

12. A communication game Get into small groups One volunteer Watch the expression. What is being expressed? Discuss in the group and write the answer down

13. Coffee break

14. Your role in communication Good communication – a decision – often about simple things Our behaviour affects the reaction of others Behaviour of others affects our reaction

15. Communication technique Listen Criticize positively Accept criticism Compliment others and accept compliments from others Disagree Apologize Talk behind ones back

16. The skill of listening Inactive listening - hear half of what is being said - understand half of what you heard - remember half of what you understood - judge accordingly half of what you remembered - react accordingly to half of that!!! How much has been really heard?

17. Active listening Express full attention and presence Ask if you lose the thread Lay aside predecided ideas about what is going to be said Understand – not judge Be on guard towards possible misunderstanding. People often use words with different meanings Show the person that you have heard and understood what he/she has said.

18. Try out our listening skills Work in pairs One talks for 2 minutes about what he finds interesting. The other one listens silently. Change roles and do it again Are you a good listener? Is it difficult to listen? Can we learn something from this?

19. Good communication Is nourished by Respect Warmth Honesty Understanding

20. How does this apply to tourism? Good communication is a key factor in successful tourism Discussion Play a game – Solve a puzzle – Compete Cooperation necessary and a rope!

21. A short coffee break

22. Final project – The tower Work in groups of 3 – 4 Compete Design Build Test Present