3/17/2023

Business skills
Sanela Ravlić, PhD, Lecturer
[email protected]

Useful information
• Sanela Ravlić, PhD, Lecturer
• E-mail: [email protected]

Consultation:
• MS Teams: link
• Via e-mail
• Individual consultation - on student request

1
 3/17/2023

Literature

1. Materials from lectures

2. Omazić, M. A., Baljkas, S. (2005). Vještine vođenja
projekata. Zagreb: Projektni menadžment, Sinergija.
3. Tomašević Lišanin, M. (2010). Profesionalna prodaja i
pregovaranje. Zagreb: HUPUP.

Recommended reading
• Thill, J. V., Bovée, C. L., & Cross, A. (2013). Excellence in
business communication. New York: Pearson.
• Samovar, L. A., Porter, R. E., McDaniel, E. R., & Roy, C. S.
(2016). Communication between cultures. Cengage Learning.

Course content

• Communication, communication process and types of

communication.

• Sales process and stages of the sales process. The nature of

negotiation and its application.

• Business culture. Principles and rules of conduct.

• Decision making.

• Socially responsible behavior and business management.

• Project management competences.

• Analysis of one's own strengths and weaknesses - personal

SWOT analysis. Individual development. Personal image
development.
4

2
 3/17/2023

Hour
Term L/E Themes
s
Introductory lecture. Introduction to the subject, syllabus, mode of operation,
1. L 5 tasks. Communication, communication process. Sales process and stages of the
sales process. Preparation of interviews (sales presentations).

Business culture. Principles of business conduct. The culture of conflict resolution.

The influence of national culture on company culture. Introduction to business
culture in different countries of the world. Decision making. Socially responsible
2. L 5 behavior and business management. Creating a positive company image. Projects.
Formation, organization and division of duties in the project team. Project team.
Leading, motivating and allocating responsibilities in the project team. Time

Syllabus
management in the project team.

Analysis of one's own strengths and weaknesses - personal SWOT analysis.

3. L 5 Individual development. The role of volunteering and pro bono work in career
development. Personal image development. Final discussion. Signatures.

Searching for potential customers, approaching the customer, discovering

customer needs. Presentation - flow and leadership. Complaints and complaint
4. E 5
management. Concluding the sale and the post-purchase relationship. Negotiation
and its application. Strategies and tactics of negotiation.

Analysis of one's own strengths and weaknesses - personal SWOT analysis.

5. E 5 Individual development. The role of volunteering and pro bono work in career
development. Personal image development.

Learning outcomes
1. Apply appropriate communication discourse in the sales
Learning process (max. 20 points)
outcomes 2. Justify the importance of negotiation techniques in
business (max. 20 points)
3. Examine the business culture in other countries and
identify differences between them (max. 20 points)
4. Evaluate the specifics of project team management (max.
20 points)
5. Consider the possibilities of personal development of an
individual (max. 20 points)

Exam • Materials available online

• Attendance (regulated by the the Regulation on studying at
UoAS Baltazar Zaprešić – 60%)
• Interactive communication
• Exam – written (100%)

3
 3/17/2023

What are the most important

business skills today?

4
 3/17/2023

Mastering new skill

Source: Burch, N. (1970). The four stages for learning any new skill. Gordon Training International, CA.

10

5
 3/17/2023

Top skills for 21st century

1. Critical thinking
2. Creativity
3. Collaboration
4. Communication 1. Understanding The Numbers
5. Information literacy 2. Being Able To Influence
6. Media literacy 3. Problem-Solving
7. Technology literacy 4. Being Organized
8. Flexibility 5. Having Communication Skills
9. Leadership 6. Being Flexible And Not Risk-Averse
10. Initiative 7. Valuing Teamwork
(Source:https://www.forbes.com/sites/forbescoachescouncil/202
11. Productivity 1/12/28/key-skills-of-a-21st-century-entrepreneur-and-why-
12. Social skills theyre-important/?sh=71948f621ba7)
(Source: https://www.aeseducation.com/blog/what-are-21st-
century-skills)

11

11

Top skills for 21st century

• Analytical
• Integrative
• Spatial
• Entrepreneurial
• Collaborative
• Persuasive
• Ethical
• Societal
• Environmental
• Global
(Source: https://www.redlands.edu/study/schools-and-centers/business/why-the-school-of-business-and-
society/quality-programs/21st-century-business-skills/21st-century-business-skills-explained/)

12

6
 3/17/2023

Communication

13

"Who you are speaks

so loudly I can't hear
what you're saying”
R. W. Emerson

14

14

7
 3/17/2023

Communication

● Fundamental social activity

● The process of conveying and exchanging meaningful

messages / notifications between parties that are in the process
of exchanging information

Sharing information with other people enriches our being and

helps us to function on a daily basis in the social interaction

15

15

Communication
• "Every communication is action-oriented" (Rouse, Rouse, 2005)

• Communication is interaction

• Communication is the basis and condition for the success of all interpersonal private and
business relationships

• People communicate for many different reasons, depending on their own needs and
interests; so we communicate for fun, to show affection for someone, friendship, to impress
others, to convince someone of something, because we want people to know or understand
something, to take some steps, ... One of the obvious reasons for which we
communicate, especially in the business world, is just getting information that can be
important to us in business operations to make good business decisions.

16

16

8
 3/17/2023

Communication

Success of communication depends on:

• how we received the information
• what we did with it
• what we did with the feedback
Reason - communication took place even when it was not "successful„ meaning that the
information was not received accurately in terms of content and meaning determined by the
sender.

• The characteristics of successful communication are: understanding, satisfaction, influencing

attitudes, improving relationships, provoking actions.

• For successful communication, a person needs to know himself, his thoughts, reactions, feelings, as
well as be aware of himself and his behavior in order to be able to participate in the exchange of
information.

17

17

Figure: Communication types

Communication

Verbal Nonverbal E-communication

Outfit/attire www
Oral Written

Non- Feelings E-mail

Formal
formal
Communication
Unplanned Planned with look Group e-mails

Silence Text messages

Active Video &

listening teleconference

Web notes

Source: Lamza-Maronić, Glavaš (2008). Poslovno komuniciranje. Osijek, p. 22

18

9
 3/17/2023

Communication process

• starts by sending a message (verbal or non-verbal)

• we may be aware that we are sending a message or nor (consciously or unconsciously)

Robbins, S. P., & Judge, T. (2009). Organizational Behavior. Pearson South Africa. p. 372

19

19

Information and language

• People communicate through messages that consist of a series of symbols (words, gestures,
images, sounds or movements).
• Symbols refer to thoughts and feelings, and communication is easier if those symbols are uniform.
• Successful communication creates a two-way communication loop through which content is
exchanged through language.
• Language is a basic system of articulated signs (symbols) that enable the formation of mental and
spiritual content and their understanding and transmission of these content in the form of
meaningful messages (communication), which is the basic function of language.
• Information is any dana that has a certain benefit and meaning for the person who uses it and it is
the result of data processing.
• In the communication process, it is important that the information is understood
• Successful communication means that the information is received accurately in terms of the content
and meaning specified by the sender, with an emphasis on information that is most useful when
accurate, timely, complete (meaning a certain amount of information available) and important.

20

10
 3/17/2023

Message

● The message is "any idea or system of ideas (ranging from the simplest claims and statements to
the most complex thought constructions), which reach various recipients, individuals or groups
through various connections and means of communication."
● The overall impact of the message consists of the verbal part (words - 7%), vocal (tone of voice -
38%) and nonverbal (55%).
● Each message has its own form and content, the links through which it is spread and the means
by which it is conveyed.
● The contents of the message can be very different, from human activities, events, but, of course,
also intellectual or emotional contents.
● The form of a message is an external expression of the message by which it is transmitted from
person to person, and can be:
• oral message (speech, words, and received acoustically),
• written message (received visually - written word, picture, drawing ...)
• gesture (movements, mimics, facial expressions of various parts of the body).

21

21

Receiving a message
● Begins with stimuli in the sensory channels of sight, hearing, taste - this process develops into
understanding the message, generalizing the message and the recipient's reaction to the message,
which is simultaneously sending a new message to a new sender or feedback.
● Feedback is given verbally and / or non-verbally, ie without words. Non-verbal feedback is ambiguous
and therefore imprecise, which can often be a source of misunderstanding and conflict.
● Feedback should be clearly and unambiguously verbalized, or expressed to the senders of the
message in a language they recognize.
● Only in this way can we be sure that we have done everything in our power
to achieve successful communication.

22

22

11
 3/17/2023

Interaction

● Interaction is achieved through communication.

● Interaction (the process of mutual exchange of meanings) is the interaction of people who take
attitudes towards each other and who mutually determine their behavior.
● This is how an individual develops his personality.

● Conversation or exchange of speech (conversation) is the basis of interactive communication.

● In everyday life, but especially in business communication, it is necessary to develop skills and
abilities that help to achieve a good conversation in which obstacles and misunderstandings (as
well as possible conflicts) will be minimized.
● A good interpersonal relationship is not one that is devoid of conflict situations, but one that
resolves conflict situations in an adequate way.
It is very important that a climate of trust is established among the people who communicate,
because without it there is no real true relationship.
23

23

5 Axioms of communication

1. “One cannot, not communicate” - Communication is everywhere and it is inevitable, it is not

accidental, it is not without purpose)
2. "Every communication has a content and relationship aspect such that the latter
classifies the former and is therefore a meta-communication." - communication is a need,
action, experience, knowledge (about symbols and their meanings and patterns of behavior), it
becomes predictable when we reduce ambiguities)
3. Communication is punctuated - The nature of a relationship is dependent on the punctuation
of the partners' communication procedures
4. Communication involves digital and analogic modalities - communication happens on 2
levels: verbal and non-verbal
5. Communication can be: symmetrical (heterarchy) and complementary (hierarchiary) – it
depends on how we treat others and how others treat us

Watzlawick, P., Beavin-Bavelas, J., Jackson, D. 1967. Some Tentative Axioms of Communication. In Pragmatics of Human
Communication - A Study of Interactional Patterns, Pathologies and Paradoxes. W. W. Norton, New York.

24

24

12
 3/17/2023

Models of communication

25

Linear model of communication

Figure: Linear model of communication (Lasswell, 1948; Shannon-Weaver, 1949; Berlo, 1960)

Source: https://doncrawley.com/how-to-choose-communication-style/

26

13
 3/17/2023

Transactional Model of Communication

Figure: Transactional model of communication (White, 1960; Dance, 1967), Barnlund, 1970)

Source: https://doncrawley.com/how-to-choose-communication-style/

27

Interactive Model of Communication

Title: Interactive model of communication process (Osgood-Schramm, 1954; Westley and Maclean,
1957)

Source: https://sk.sagepub.com/books/key-concepts-in-marketing/n46.xml

28

14
 3/17/2023

Execise – select appropriate model of communication

You are getting ready to roll out some new product that development department has been
working on for some time, so you send:

• A written memo to employees detailing the change that will occur and the reason for it
• Have a short meeting with your teamleaders to give instructions for further steps
• Send an e-mail to all employees with explanation and timeline for next few months
regarding the new product
• Have a small group discussions with other branch directors, as yourself, in which you
answer questions and concerns

29

Execise – select appropriate model of communication

You are getting ready to roll out some new product that development department has been
working on for some time, so you send:

• A written memo to employees detailing the change that will occur and the reason for it
• Have a short meeting with your teamleaders to to give instructions for further steps
• Send an e-mail to all employees with explanation and timeline for next few months
regarding the new product
• Have a small group discussions with other branch directors, as yourself, in which you
answer questions and concerns

30

15
 3/17/2023

• If you are the sender, you are responsible for the

message getting through.
• You should then select the model most appropriate
for accomplishing your objective.
• You should meet the other person (or people) where
they are and use their preferred communication style,
whether it’s text, chat, Zoom, email, or even an old-
school paper letter.
• If you want your message to get through, choose the
communication style and technology preferred by the
receiver.

31

Communication skills

32

16
 3/17/2023

Communication skills

4 communication skills:
• Listening
• Speaking
• Reading
• Writing

33

Communication skills

4 communication skills: 75%

• Listening (40%)
• Speaking (35%)
• Reading (16%)
• Writing (9%)

(Source: Flowerdew, J., & Miller, L. (2005). Second Language Listening: Theory and Practice. (J. C. Richards, Ed.).
New York: Cambridge University Press)

34

17
 3/17/2023

Listening
• 85% of all communication is nonverbal

• We spend 45% of our total communication time listening

• The International Listening Association (ILA) has defined listening as a process of non-verbal
communication, receiving information, responding to inputs, and deciphering the meaning of received
messages.
▪ Listening means directing attention, interpreting, and remembering what we have actually heard; focused,
responsible, with empathy and positive attitude-acceptance of the other person as an individual who
expresses his opinions, values, attitudes through speech.
▪ It is an active, conscious, deliberate and sophisticated thought process much more complex than mere
auditory listening, so-called "listening with understanding".
▪ Understanding is a two-way process; the speaker must convey the idea / message clearly and
understandably, and the listener must strive to understand the message accurately.

35

35

Listening

Being heard is one of the fundamental human needs that determines, moves, guides us ... so we
are always more in favour to those people we think are willing to listen to us. The speaker feels
accepted, gives more precise, accurate information, and the listener asks more relevant
questions that encourage the quality of interaction and refine the act of communication with
feedback.

36

36

18
 3/17/2023

Listening process (6 phases)

1. Anticipation - is a kind of listening. By knowing a person, we can predict their reaction to our actions. If it is a potentially
conflicting situation within which we are aware that we have messed up, we know in advance that it is better for us to listen than
to argue.
2. Receiving a message - occurs after listening because listening is a psychologically demanding and complicated process that
requires the involvement of the senses of hearing and brain convolutions, and we are expected to verbal and nonverbal
responses, reactions. The messages we receive come in all forms and shapes from different sides, we get them more than we
need or can absorb. That’s why we filter them by importance and priority.
3. Attention - is an individual thing, we decide to whom / what we will direct it and that is why we still call it selective attention. Apart
from the fact that attention is influenced by our perception of something or someone, of what is important and interesting to us,
equally important is the concentration with which each communicator has in his own way. Often a lack of attention is associated
with boredom which is a potential threat in communication. The best listener is the one who cannot get bored, who has a good
power of organizing and absorbing the messages he receives and who has a good basis of communication skills.
4. Message analysis - occurs after we have decided to pay attention to a particular message, and we analyze everything; how the
message was sent, the tone of the sender of the message, gestures during sending the message, facial expression of the sender
... Its relevance is important to us, but also the connection with our previous knowledge of the topic, also whether it contradicts
our views of the world and beliefs, and if it is unknown to us, it presents a challenge to us.
5. Memorising - is an indispensable process of listening. It is a selective process of determining the important from the unimportant.
When we are not sure that we understand the messages we receive, it is best, if possible, to interrupt the sender and ask him for
more detailed clarification.
6. Message evaluation - evaluation, ie evaluation of messages based on events and experiences.

37

37

Levels of listening

38

38

19
 3/17/2023

Types of listening
ACTIVE LISTENING

● Active listening is one of the most desirable virtues in communication, it gives our speaker the
opportunity to express himself and get support from us, but only in the form of psychological help
- which means that we just listen to him.

● Our contribution to solving the problem must be exclusively: a positive attitude, positive and
limited observations that will show our attitude not influenced by prejudices, evaluations and not
condeming.
● In active listening, we should not impose our solution or patronizing. It means encouraging the
interlocutor to find solutions on his own, thus raising his level of self-confidence and learning how
to solve problem situations independently.
● By actively listening, we come to recognize the needs of the speaker, and then we must check
the perceived, recognized needs.
● Active listening in interpersonal communication enables feedback.

39

39

Types of listening
EMPATHIC LISTENING

● The term empathic listening was popularized by psychotherapist Carl Rogers who believed that
listening could be used to help individuals understand their situation as well as their own
problems, so empathic listening is still used today as a form of psychotherapy.
● Empathic listening is the ability to understand other people's emotions, ie to recognize, identify
with and react to them, try to see the situation through the eyes of the interlocutor - they try to put
themselves in the place of the interlocutor in an effort to better understand his problem.
● Empathic listening respects not only the meaning of words, but also the feelings behind those
words. Empathic listening is one of the conditions for good and quality listening.

40

40

20
 3/17/2023

Empathic listening
Benefits for speaker:
• Feeling genuinely listened to and heard
• Feeling understood, valued and that their position is appreciated
• Being less likely to be frustrated because they haven’t been able to express themselves fully
• Being better able to understand others’ perspectives because they have had their say

Benefits for listener:

• Better understand what is motivating someone
• Pick up on what emotions are driving behaviour
• Respond in a way that shows your understanding of their needs
• Build a stronger relationship and greater trust with the speaker
• Demonstrate that you are interested in the thoughts, feelings and ideas of others.
• Respond to the specific concerns of an individual, meeting their needs with your response

41

41

42

21
 3/17/2023

Types of listening
CRITICAL LISTENING

● Critical listening requires the involvement of all six listening processes. The listener should
certainly identify and recognize the main idea and secondary points of the problem
● The critical listener must valorize what he hears, this challenges him and occupies his thoughts
and thus distracts him, and there is a possibility that we can address the other person directly, ie
the speaker with questions.
● In an ideal world, all communication should be heard from a critical aspect because when, for
example, we receive new information, it is sometimes difficult for us to evaluate it critically
because we do not know much about the topic or even about the other speaker.
● Critical listening is extremely important in moments when the other person is trying to convince us
or force us to do something.

43

43

Types of non-listeners
▪ American scientists, Terry K. Gamble and Michael Gamble,

▪ "Fake listener" - in which words fall into the void, he hides his disobedience by nodding his head,
smiling at the interlocutor, occasionally making sounds of approval, while not listening to what the
interlocutor is talking about or interested in. He is often able without comprehension, to automatically
repeat the last sentence spoken by the interlocutor and thus completely deceive him, and keep him in
the belief that he is truly interested in what the interlocutor is talking about.
▪ "He doesn't want to listen, he speaks to others, but he doesn't listen”. These are people who like
to talk, but find it difficult to listen to others, they perceive communication as monologues - they always
have something to say, they like to give advice, describe events at length and widely. Sometimes it
seems as if they just need an audience to listen to, not an active interlocutor, although it should be
said that sometimes it is also a disorder; camps, inability to interrupt thoughts and speech that flows
uninterruptedly for a long time.
▪ "Strategic listener" - a listener who determines in advance who, what and how much he will listen to,
and the understanding of what is listened to depends on that choice; wrong conclusions, incorrect,
misinterpretations and omissions while listening to perhaps the most important parts of the
conversation are possible.
44

44

22
 3/17/2023

Types of non-listeners

▪ "Fragmented listener" - when the listener is not interested in the content of the other person
speech (usually during longer conversations), then the listener is occasionally consciously switched
off, so only fragmentarily listens, skipping, which loses context and can get completely different
content. This leads to misinterpretation and possible problems and conflict situations.
▪ "Closed listening" - characterizes the type of non-listener who does not hear exactly what does
not suit him, so he pretends not to understand, and sometimes even attacks or blames the
interlocutor for not saying what the listener "forgot". For example, when we need to do something,
write, call someone, check something, do the job by a certain deadline, and we are aware that we
will not arrive ... then we are ready to claim that we were not even told because there is no written
trace of request or order. It is about dishonest communication in which we abuse the skill of
listening.
▪ "Negative listening" - listening with the intention of criticizing and attacking the interlocutor; we
listen for mistakes, insist on irrelevant details, attack, provoke, challenge the interlocutor ... so that
the conversation goes in a negative, wrong direction and usually ends in conflict. This is also a form
of abuse of listening in order to achieve some other unfair goals.

45

45

Barriers to listening
• Physiological barriers - genuine hearing problem or deficiencies, processing information or
retaining information in the memory that prevent them from listening properly
• Physical barriers - distractions in the environment (sound of an air conditioner, cigarette smoke, or
an overheated room)
• Attitudinal barriers - pre-occupation with personal or work related problems
• Wrong assumptions - it is wrong to assume that communication is the sole responsibility of the
sender or the speaker and that the listener has no role to play. This can be a big barrier to listening.
The process should be made successful by paying attention, seeking clarifications and giving
feedback.
• Cultural barriers - accents can be barriers to listening
• Gender barriers - studies have revealed that men and women listen very differently and for
different purpose. Women are more likely to listen for the emotion behind a speaker‟s words, when
men listen more for the facts and content.
• Lack of Training - Listening is not an inborn skill. People are not born good listeners. It is
developed through practice and training.

46

23
 3/17/2023

Benefits of Effective Listening

• Enhances productivity – By developing the habit of listening attentively, we improve our concentration and we will be
able to do our work more efficiently.

• Improves relations - Relationships are damaged by misunderstandings that can lead to unsatisfactory business
transactions or hurt feelings in personal relationships. Excellent listening practices tell others that they are important,
special, and what they have to say is valued. This contributes to stronger and long lasting relationships

• Avoids conflicts: Listening attentively improves understanding level of a person. When we listen more and speak less the
conflicts are automatically reduced and/or situation of conflicts will rarely occur.

• Improves understanding: (Reduces Misunderstanding) - Regardless of the clarity of written or spoken messages, the
effective listener can prevent misunderstandings and salvage what otherwise might be a miscommunication by practicing
active listening skills

• Improves negotiation skills (Effective Communication): Clear and concise transmission of information is an important
component of effective human interaction. Both sides have a responsibility to hear and understand messages.

• Adds to Image & Personality: (Personal Growth) - A person learns and grows by listening and understanding other
viewpoints, differing ideas, and exploring conflicting viewpoints. Learning the skill of active and effective listening not only
adds a tool to the personal development portfolio, but equips you to continue growing with tools for exploring new ideas.

47

Am I a good listener?
Do our listening habits include the following behaviors:
• Reading the thoughts of the speaker (instead of listening carefully we try to figure out what the speaker
really thinks)
• Practicing a ready answer (we prepare in advance the answer with which we want to achieve something,
and at the same time we miss listening to the person with whom we interact)
• Selection (we listen to only a part of what is being said and exclude other things when reflecting)
• Judgment (we gather "evidence" that confirms the opinion and attitude that exists towards the speaker)
• Advice (we "jump in" with advice even the speaker just wants to confide his problems and to be heard)
• Changing the topic of conversation or include humor (conversation becomes uncomfortable for us).

Truthful, good listening is characterized by intention.

48

24
 3/17/2023

Business communication and listening

Experts warn us that the problem of the quality of communication is at the top of today's universal problems.
Good communication is the basis and imperative of a modern, global and socially sensitive society, in which
we all strive to be.
Based on the knowledge and results of systematic surveys and research, experts point out that the art of good
listening makes people:
• Open to new ideas
• Innovative (which is the key to the progress of any business)
• Contributes to a better relationship with business partners and business colleague
• Contributes to better private / personal relationships
• Reduces stress
• Reduces the possibility of conflict and conflict situations
• Encourages constructive interpersonal relationships
• Encourages participation in decision-making
• Contributing to a better working atmosphere

49

Communication skills - exercise

50

25
 3/17/2023

Communication skills - exercise

51

Active listening

52

26
 3/17/2023

Types of communication

VERBAL
• definite and unambiguous
• more appropriate when we talk about objects, other people
• more under the control of consciousness, it uses speech.
Functions:
• informing about the objective (events, conditions, objects)
• Informing about the subjective (emotions, attitudes, values)
• presenting ideas
NON-VERBAL - more appropriate for expressing emotions.

53

53

Listening with 4 ears

F. Schultz von Thun highlights the importance of "deeper" listening,

and perceiving the bigger picture.

A good listener does not listen with two but with four ears:
• ear for WHAT (indicates message content)
• ear for WHO (means self-discovery)
• ear for HOW (relationship that sender has with us and message)
• ear for WHY (indicates influence, purpose, intention, goal).
Good listeners do not only listen to what is said to them, but also to the one who speaks. They recognize what attitude the speaker has
towards the message he is sending, what attitude he has towards them and how the speaker feels towards them.
Most often we listen only at the level to understand the content of the message. Whether we accept what we hear or not depends on
what we hear with the first, third and fourth "ear".

54

54

27
 3/17/2023

How successful are we in verbal communication?

Aspects of any message (Schulz von Thus, 1981):
• CONTENTS (factual information) - What do I want to inform about? (verbally)
• SELF-RELEVATION - What am I saying about myself? (nonverbal)
• RELATIONSHIP - Who do I think you are? What is my attitude towards us? (nonverbal)
• INFLUENCE (appeal) - What do I want to encourage you to do? (hidden)
Figure: Model of Communication

Source: https://medium.com/seek-blog/the-art-of-misunderstanding-and-the-4-sides-model-of-communication-7188408457ba

55

How successful are we in verbal communication?

56

28
 3/17/2023

Example
Two people are eating a home-cooked meal together.
The one who didn’t cook says:

Sender: “There is something green in the soup.”

Factual Information: There is something green.

Appeal layer: Tell me what it is!
Relationship layer: You should know what it is.
Self-revealing layer: I don’t like greens in my soup.

Receiver perception
Factual Information: There is something green.
Appeal layer: I should only cook what you know in the future!
Relationship layer: You think my cooking is questionable.
Self-revealing layer: You do not know what the green item is, and that makes you feel uncomfortable.

Because of the perceived intention of the message, the receiver might answer:
Receiver: “If you don’t like the taste, you can cook it yourself!”

57

Example
• The Two Truths
1. The sender has an intention, that is usually hidden/implicit in the message. The intention is
the sender’s truth.
2. The receiver analyses the information heard, by matching it against his beliefs, values as well as
his experiences. His perception of what he heard becomes the receiver’s truth.
Sender: Intention => truth
Receiver: Perception => truth
Sender’s truth != Receiver’s truth
(the receiver’s truth might not be the sender’s truth)

! This all happens very fast and subconsciously. Some people have a default channel on which they
send and receive messages due to preference, experience or a strong belief system.
! Role and default perceptions and expectations on the role can have a big impact on the
effectiveness of communication, too.

58

29
 3/17/2023

Type of statements

59

Type of statements
• Why don’t you ever listen? - I feel unheard, can we talk?

• You just don’t understand me! - I feel like I’m not being understood and its making me feel upset.

• Why are you always late? - I feel anxious when you don’t come on time/ I find it difficult to
complete work as it gets delayed without you.
• You must study or you won’t score well I am worried about your scores and I would be happy to see you
successful. Maybe we can work at improving study habits.
• You are of no help at all! - I feel overworked and would appreciate some extra help.

• You just don’t care, you don’t love me. I am feeling unloved and I feel the need to be taken care of more.

60

30
 3/17/2023

Type of statements
• I statements - positive, I start from myself: what I feel, want, expect,
think, what I hope for, what I disagree with, what I suggest…
• YOU statements - negative, we are talking about something else:
we evaluate, condemn, demand, order, criticize, belittle, ridicule...
• WE statements - serve to reinforce I statements: „we, the students”,
„we, the women”, „we, the children” .... or to hide: „we did not
understand” ... „we did not know” ... „we did not think”
• IMPERSONAL statements - negative / indefinite: should ... or
positive: questions, statements, facts

61

Types of communication – Non-verbal

• More vague and ambiguous
• Uses signals as a form of expression (pronunciation, tone and voice volume,
rhythm and tempo of speech, emphasis, pauses, accompanying sounds in speech,
changes in facial expression, eye contact, distance from the person, touch and
equally important external factors they reveal a lot about us: clothes, gait,
appearance, impression, handshake, position and posture, handwriting…)
• The functions of nonverbal communication are:
• expressing emotions, views,
• a reflection of need, desire, interest and expectation
• the relationship with the person
• Presentation of one's own characteristics,
• support and supplementation of verbal communication,
• a substitute for verbal communication
• conventional expression (culture and social norms of behavior)

62

31
 3/17/2023

Figure: Overview of the main forms of non-verbal communication

Source: https://journals.ucc.ie/index.php/scenario/article/view/scenario-8-2-3/html-en

63

Exercise – can you „read” non-verbal signs?

64

32
 3/17/2023

Exercise – can you „read” non-verbal signs?

65

Types of communication – non-verbal

● BODY BEHAVIOR (posture, orientation and body movements during: sitting, standing, walking and lying down)

● MIMICS (forehead, cheeks, chin, eyebrows, lips)

● EYE CONTACT (view, pupils, action of eye muscles - expansion and contraction)

● SPEECH (speed, rhythm, volume and color of voice, articulation, clarity, melody, laughter)

● GESTICULATION (hand movements, large and small gestures, various actions and movements)

● TOUCH (conventional, intimate, polite, friendly ...)

● DRESSING (occasional, business, sports, unconventional, formal ...)

● SPATIAL BEHAVIOR (intimate, personal, social and public zone)

● TIME BEHAVIOR (intimate, personal, social and public contact time)

● EXTERNAL CONTEXT (circumstances, situations, opportunities, benefits ... for the goals we want to achieve in

communication)

66

66

33
 3/17/2023

Types of communication – non-verbal

67

67

Types of communication – non-verbal

Figure: Facial expressions Figure: Wheel of emotions

Source: https://www.researchgate.net/figure/Wheel-of-
Emotions-by-Robert-Plutchik_fig1_283960360

68

68

34
 3/17/2023

Obstacles in communication process

Issues and obstacles:
● Communication process (sending or receiving messages, encoding or decoding, media problems or feedback issues)
● Physical (if one speaks too softly or indistinctly...)
● Comprehension (semantic misunderstandings)
● Psychological (fears, desires, expectations, or cultural, health, educational, and personal issues).

! Noises (objective and subjective)

• Vague expression,
• Technical terms
• Ambiguity
• Cultural differences (language, symbols, customs)
• Information overload
• Interruption
• Fatigue
• Distortion
• Prejudice
• Mistrust
• Lack of feedback 69

69

Obstacles in communication process - example

• Managers – noise can be fatigue, bad mood, preoccupation
with their own problems, problems in the company's
business…

• Employees – noise can be from preoccupation with their own

problems, disinterest, inattention ...

70

70

35
 3/17/2023

71

Communication
skills
• Listening
• Feedback
• Asking questions
• Empathy
• Knowledge of the
situation
• Self-monitoring
• Involvement and
interaction
• Management
• Behavioral flexibility

72

72

36
 3/17/2023

Communication skills - verbal

• Use language in a conventional way

• Abide grammar rules
• Adapt the language to the listener
• Adjust the level of formality to the listener („Would you please clarify this task for me?”, „Please
explain to me what this is about”)
• Define the components of the topic (what does this consist of?)
• Explain inconsistencies in word usage
• Clarify usage of a word or phrase in an unusual way
• Clearly define if we use a word that has multiple meanings

73

73

Communication skills - verbal

The message - simple and direct
• Be concrete, avoid ambiguous, vague, very abstract and complex words
• Do not burden the listener with unnecessary and irrelevant information and digressions - key
information, concise

Practice describing (storytelling)

• Describe the behavior or properties of the subject without evaluation
• Evaluative words confuse the listener and do not clarify the thought you want to express,
statements based on assumptions and conclusions confuse the listener

Clarify ideas with definitions, examples, comparisons and contrasts

• Use real or hypothetical examples
• Use familiar terms to highlight similarities and differences with unfamiliar terms

Repetition and paraphrasing

• Repetition (same words), paraphrasing (different words)

74

74

37
 3/17/2023

Exercise

Source: Based on M. Kiely, “when ’No’ Means ’Yes,’ ” Marketing (October 1993), pp. 7–9. Reproduced in A. Huczynski and D. Buchanan,
Organizational Behavior, 4th ed. (Essex, UK: Pearson Education, 2001), p. 194

75

Communication skills - verbal

Content - Clear semantic content of the message

Sender - The message reflects the sender's thought
Recipient - The message is tailored to the recipient
Context - Place, time, people and audience Grouping Distortion
Linking Abbreviations
Enumeration False beginnings
Parallels Egocentrism
Summarizing

76

76

38
 3/17/2023

Communication skills – non-verbal

Use nonverbal cues that are:

• Adapted to another person
• Adapted to the situation and the environment
• Adapted to me
• Consistency in the use of nonverbal cues

Avoid the use of conflicting verbal and nonverbal cues.

Use body movements and facial expressions to increase the comprehensibility of the message

Recall some situation where nonverbal cues did not match a verbal
message. Describe the situation and how did you feel?

77

77

Communication skills – non-verbal

• Establish clear spatial boundaries that are in line with our needs and use a comfortable distance when
talking to others (personal space)
• Use an open body posture when we want to engage in interaction with others or a closed body posture
otherwise
• Use gestures appropriately
• Eye contact
• Align your body position with the other person's position when we agree with their beliefs, feelings,
attitudes and values or have the opposite body position when we disagree
• Use touch to show warmth, concern, affection, or openness to others
• Change pitch, speed, intonation and volume to express your intentions appropriately and complement
your verbal message - avoid jokes
• Appropriate dressing and clothing accessories

78

78

39
 3/17/2023

Personal space (proxemics)

• Intimate distance – (15-45cm) - indicates a closer relationship

or greater comfort between individuals. It often occurs during
intimate contact such as hugging, whispering, or touching.
Source: Google
• Personal distance – (45-120cm) - occurs between people who are family members or close friends. The closer the
people can comfortably stand while interacting can be an indicator of the intimacy of the relationship.
• Social distance – (1,20m-3,50m) - individuals who are acquaintances. With someone you know fairly well, such as a co-
worker you see several times a week, you might feel more comfortable interacting at a closer distance. In cases where
you do not know the other person well, a distance of 3 m may feel more comfortable.
• Public distance – (3,50-7,50m) - Physical distance at this level is often used in public speaking situations. Talking in front
of a class full of students or giving a presentation at work are good examples of such situations.

Source: Hall, Edward T. (October 1963). "A System for the Notation of Proxemic Behavior". American Anthropologist. 65 (5): 1003–1026

79

79

Personal space

80

80

40
 3/17/2023

How to ask a question

1. Open instead of closed questions

2. Short, simple questions
3. Avoiding suggestive questions
4. Pay attention to the amount of consecutive questions
5. Encourage communication - two-way communication, dialogue instead of monologue

81

81

How to ask a question

CLOSED QUESTIONS
for verification/confirmation (eg is it, isn't it, will it, can it?)
The answer is always "yes/no„

Examples:
Has this change in position improved sales of Y products?
Do you want us to do another promotion?
Do you agree to move the meeting to 11am?

82

82

41
 3/17/2023

How to ask a question

INSTEAD...
Do you have more questions?
Do I need to contact you again?
Should we pay that amount to that account?
Did you pay for it by check?

IT'S BETTER...
1. Is there another question that you would like to ask?
2. When should I contact you?
3. To which account do you want us to pay that amount?
4. What is your method of payment?
83

83

Question from this

lecture
• Success of communication depends on
• characteristics of successful communication
• What are most common 3 types of
communication nowadays?
• What are the segments that communication
process consists of?
• What are 5 axioms of communication?
• Please list 3 models of communication.
• Plese explain one of the 5 levels of listening.
• Please list 5 barriers to listening and explain
one of them.
• Can you explain what is “I statement” and also
write expamle of an “I statement” in respect
to another statement, impersonal or “you”
statement.
84

84

42
 3/17/2023

Communication Skills Quiz

https://www.highspeedtrainin
g.co.uk/hub/communication-
skills-quiz/

85

Thank you very much for your attention!

Sanela Ravlić, PhD, Lecturer

[email protected]

86

43