© 2009 IBM Corporation Communication rules and mistakes 2 nd PRESENTATION OF SOFT SKILLS
May 24, 2015
© 2009 IBM Corporation
Communication rules and mistakes
2nd PRESENTATION OF SOFT SKILLS
© 2009 IBM Corporation
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
© 2009 IBM Corporation
Communication is core of 10 IBMs competencies
Client Partnering– relations with clients based on trustCollaborative 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 endInformed 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
© 2009 IBM Corporation
What is communication?
is a process of transferring information from one person to another
© 2009 IBM Corporation
Communication cycle
Spoken
Heard
Understood
Agreed to
Acted on
Implemented
Hearing
Listening
© 2009 IBM Corporation
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
© 2009 IBM Corporation
Communication forms
FORMS:
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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 (grimases, smile...)
© 2009 IBM Corporation
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
© 2009 IBM Corporation
Proximal zones
public**5M<
© 2009 IBM Corporation
Gesticulation
Adapters --- movements with needn't feelings
Illustrators---- “ so big fish”…
Regulators---- “ you can see chart here and points”
Symbols------ thumb raising, head shaking
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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
© 2009 IBM Corporation
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)
© 2009 IBM Corporation
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
© 2009 IBM Corporation
WHAT SURVEYS FOUND???
What matters in communication mostly?
Body language55%
Tone of voice38%
Content of words7%
© 2009 IBM Corporation
Examples- Typology PARENT ADULT CHILD
Words
▪ always ▪ never ▪ don’t do that this way ▪ don’t do that ▪ must ▪ should/ could ▪ never forget ▪ what think others? ▪ you are wrong ▪ explain me it ▪ listen now ▪ let me help you ▪ in our family we do that this way
▪ I believe ▪ who? ▪ what? ▪ When? ▪ Where? ▪ How? ▪ often ▪ tell me more ▪ what do you think ▪ we find out ▪ here are facts ▪ my point is ▪ experiences tells ▪ reasons for why
▪ I feel ▪ terrible ▪ help me ▪ fantastic ▪ I want this ▪ I cant ▪ super ▪ cool ▪ fooling ▪ exciting ▪ primitive ▪ Im full up this
VOICE
▪ critical ▪ bossing ▪ supporting ▪ authoritative ▪ secure
▪ clear ▪ relaxed ▪ factual ▪ harmonic ▪ without emotions
▪ crying ▪ playing ▪ happy ▪ yelling ▪ excited ▪ emotional ▪ submissive
GESTICULATION
▪ pointing finger ▪ disagreement view ▪ croosing hands ▪ shaking with head ▪ above glasses
▪ eye contact ▪ relaxed ▪ wanted eye contact ▪ deep thinking ▪ open palms
▪ laugh ▪ cry ▪ wide eyes opening ▪ dancing
© 2009 IBM Corporation
Strategic Compromise 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."
© 2009 IBM Corporation
Forgetfulness 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."
© 2009 IBM Corporation
Lies 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!"
© 2009 IBM Corporation
Rhymes 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: "..."
© 2009 IBM Corporation
Rhymes 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: "..."
© 2009 IBM Corporation
Random comments 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--"
© 2009 IBM Corporation
Clearly 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."
© 2009 IBM Corporation
Name calling 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)
© 2009 IBM Corporation
Sourceshttp://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 podnikateľských zručností.STU, Trnava, 2009, ISBN 978-80-227-3164-5
Psychológia osobnosti a sociálna psychológia, Socialna psychológia II. VŠSA, Košice.2009.