Unit 04 PDF - Interpersonal Communication

UA4: Comunicación Interpersonal y Trabajo en Equipo. Habits 4, 5 & 6 Eficacia Personal y Profesional Grado en ingeniería Informática Ve Vemás másallá allá...

UA4: Comunicación Interpersonal y Trabajo en Equipo. Habits 4, 5 & 6 Eficacia Personal y Profesional Grado en ingeniería Informática Ve Vemás másallá allá Licencia de Creative Commons por freepngimg.com  Habit 4, 5 & 6 4º Habit: ALWAYS looking for Win-Win For me to win… it’s not necessary for you to lose 5º Habit: First Understand and then Be Understood Tongue is light… but it’s very difficult to manage 6º Hábito: Synergize (Collaborate vs. Cooperate) 1+1 > 2 Teamwork & Interpersonal Communication © Copyright Universidad Europea. Todos los derechos reservados 2  Lost on the Moon Activity: Individual and silent OBJECTS YOUR CHOICE Matchbox You are a group of astronauts who have had Concentrated food 25 m. nylon rope an accident with your spaceship on the Moon Parachute and have had to abandon it. You have to Portable heating unit travel a distance of 300 km on foot until you 2 guns (45 caliber) reach another ship that will take you to Earth. Box of dehydrated milk 2 oxygen tanks Of all the material you have on the spacecraft, Star Map you have only been able to use 15 objects Life raft (see table below). Your survival depends on Compass (magnetic) knowing how to decide and select the most Water: 10 l Lights call to signal essential objects for the journey. Medical emergency kit FM Receiving & transmitter © Copyright Universidad Europea. Todos los derechos reservados 3  Lost on the Moon → Groups OBJECTS YOUR CHOICE ORDEN IN GROUP Matchbox Concentrated food 25 m. nylon rope Parachute Portable heating unit 2 guns (45 caliber) Box of dehydrated milk 2 oxygen tanks Star Map Life raft Compass (magnetic) Water: 10 l Lights call to signal Medical emergency kit FM Receiving & transmitter © Copyright Universidad Europea. Todos los derechos reservados 4  Lost on the Moon Nº NASA OBJECT EXPLANATION 1 2 oxygen tanks MUST. There’s no air on the Moon 2 Water: 10 l. You can't live long without water 3 Star Map Necessary to find your way around 4 Concentrated food You can live for some time without food 5 FM Receiving & transmitter Useful for possible communication. 6 25 m. nylon rope To move over uneven terrain 7 Medical emergency kit It may be necessary. Useless needles 8 Parachute As a bag 9 Life raft A certain courage to protect oneself or carry things 10 Lights call to signal Not very useful. They need oxygen 11 2 guns (45 caliber) They don't shoot if there's no oxygen. 12 Box of dehydrated milk Not very useful. Needs water 13 Portable heating unit You can't warm up until you get there 14 Compass (magnetic) Moon's magnetic field different from Earth's 15 Matchbox No oxygen © Copyright Universidad Europea. Todos los derechos reservados 5  Lost on the Moon DIFF DIFF OBJECTS YOUR CHOICE ORDEN IN GROUP ORDEN NASA (ME – NASA) (TEAM – NASA) Matchbox 15 Concentrated food 4 25 m. nylon rope 6 Parachute 8 Portable heating unit 13 2 guns (45 caliber) 11 Box of dehydrated milk 12 2 oxygen tanks 1 Star Map 3 Life raft 9 Compass (magnetic) 14 Water: 10 l 2 Lights call to signal 10 Medical emergency kit 7 FM Receiving & transmitter 5 © Copyright Universidad Europea. Todos los derechos reservados 6  Keys for a good discusión (nobody knows nothing) 1 – Avoid discussion 2 – Identify lies 3 – Use technicalities and be polite 6 – Prepare and improve your improvisation 4 – Know about the subject 5 – If you’re wrong… acknowledge it © Copyright Universidad Europea. Todos los derechos reservados 7  Habits 4, 5 & 6 Interpersonal communication Communication is a social phenomenon that includes all acts by which living beings communicate with their fellow human beings to transmit or exchange information. © Copyright UniversidadHabilidades Europea. Todos los derechos Comunicativas reservados para la Ingeniería. Eva Icarán_Pedro Lara  Habitos 4, 5 & 6 Context Interpersonal communication Emitter Message Decodification Lenguage Codification Receptor Channel © Copyright Universidad Europea. Todos los derechos reservados  Habits 4, 5 & 6 Communication can break down at any stage of the process Example…. © Copyright UniversidadHabilidades Europea. Todos los derechos Comunicativas reservados para la Ingeniería. Eva Icarán_Pedro Lara  Habits 4, 5 & 6 To avoid a blue/green zone fine, you pay and put the ticket on the dashboard. © Copyright Universidad Europea. Todos los derechos reservados  Useless information = NOISE Causes disinformation Habits 4, 5 & 6 © Copyright Universidad Europea. Todos los derechos reservados  Habits 4, 5 & 6 How to recognize and control noise? Information vs. Communication Objectives of effective interpersonal communication Some Techniques: 1. Assertive communication 2. Feedback 3. Doing & receiving critiques © Copyright Universidad Europea. Todos los derechos reservados  Habits 4, 5 & 6 Interpersonal communication Possible communication barriers Think of someone to whom you have something pending to say and you do not dare to say it or there is something that prevents you from saying it. Think of the cause of the obstacle. INTERNAL EXTERNAL (person/s involved) → (enviroment or situation) © Copyright Universidad Europea. Todos los derechos reservados  Habits 4, 5 & 6 Possible communication barriers INTERNAL EXTERNAL Not receptive person Character Hierarchies / Culture Not knowing what to say Shyness "Environment"-social climate Not convenient to say it Level of knowledge/maturity "Pressure“ Lack of confidence Lack of concentration Rushing... Expectation... Prejudices (people, ideas...) "Noise“ Not going to be understood Rambling Unsuitable environment It will not be given importance Not knowing how to receive criticism Unsuitable situation It may harm someone else Talking before understanding Inappropriate timing Not in your area of expertise Not knowing how to communicate By mail...the media.... Language Emotional states Difficult subject Distance © Copyright Universidad Europea. Todos los derechos reservados  Habits 4, 5 & 6 Comunication or inform? The difference are in the importance given to the opinion and/or feelings of the of the person receiving the information Inform E R Comunication E R © Copyright Universidad Europea. Todos los derechos reservados  Habits 4, 5 & 6 Effective comunication?.... is communication that achieves its objectives..... Inform... and that the information is known Generate an attitude...and that it is reflected in facts (motivate, for example) Convince...and change the receiver's mind. Make a change in behavior...and that the behavior changes. © Copyright Universidad Europea. Todos los derechos reservados  Activity Mail to the whole company You are the HR director of your company, at the moment, coffee is free; but from 1st January the company doesn’t give you a cartón-cup, if you need it you must be pay 0,10€; you can bring your own cup. The reason: Reduce glass consumption for cost-saving (and environmental reasons?). How would you communicate this to the company? What actions would you take? Inform... Generate a new attitude... Convince... Change behaviour… © Copyright Universidad Europea. Todos los derechos reservados 18  Habits 4, 5 & 6 ASSERTIVE COMMUNICATION Interpersonal communication Indispensable for all others No expresion of feelings, They express their feelings, thoughts... Styles thoughts... but without Behaves as inferior respecting others. communication Even if they are right, their Introvert unpleasant ways make them lose credibility and make others uncomfortable. INHIBIDO AGRESIVE/MANIPULATOR Only considers its own rights Only considers the others rights Direct expression of feelings, ideas...without threatening or manipulating others. Defend one's own ideas, treating others as equals. ASSERTIVE Respect one's own rights and those of others. © Copyright Universidad Europea. Todos los derechos reservados  Habits 4, 5 & 6 Activity How do you think you are? How do you think your teacher is? INHIBIDO AGRESIVE/MANIPULATION ASSERTIVE © Copyright Universidad Europea. Todos los derechos reservados  Habits 4, 5 & 6 Interpersonal communication AGRESSIVE PASSIVE/INHIBITED ‒Guilt ‒Humiliation ▪ Dissatisfaction ‒Violence ▪ Frustration ‒Conflictual relationships ▪ Guilt ‒Theat ▪ Anger ‒Abuse of rights ▪ Others decide ▪ Low self-esteem © Copyright Universidad Europea. Todos los derechos reservados  Habits 4, 5 & 6 Interpersonal communication ASSERTIVE ▪ Self-satisfaction ▪ Improved self-esteem ▪ Good relationships ▪ Increases interpersonal understanding ▪ Promotes self-decisión making ▪ Develops critical thinking ▪ Knowing and feeling in control of the situation © Copyright Universidad Europea. Todos los derechos reservados  Habits 4, 5 & 6 Interpersonal Communication /// Assertive grade Never (0) Rarely (1) 2 Few times (3) Always (4) I express my own feelings when I want to. I have my own opinions and I express them appropriately. I refuse requests without feeling guilty or selfish. I ask for what I deem necessary (recognizing that the other can "say no"). I am aware that I can stop and think before I act. I am aware that I may change my mind. I'm aware that I'm not perfect or a superhero I have the right to be independent of the opinions and emotions of others. I'm aware that I can make mistakes (and be responsible for them) I'm able to feel at ease with myself. I consider my own needs as important as those of others I ask for more information whenever I need it I am able to discuss a problem with the person involved and clarify it. I make sure I am treated with respect and dignity. I make sure I'm heard and taken "seriously." I am able to be alone when I want to. I'm able to say "I don't know" I'm able to say "I don't get it." I'm able to say "I don't care." I'm able to give no reasons or excuses to justify my behavior if I don't want to I am aware that I can make decisions that are outside the logic of others. I am aware that I have these "rights" and that I must defend them. MIN “0” © Copyright Universidad Europea. Todos los derechos reservados MAX “88”  Habits 4, 5 & 6 To be assertive, you have to Interpersonal Communication believe it ASSERTIVE RIGHTS 1. Right to have and change one's mind. 6. The right to do less than you are humanly capable of doing. 2. The right to make one's own decisions. 7. The right to take time to calm down 3. The right to make mistakes and, therefore, to and think. decide, even at the cost of making mistakes. 8. The right to have and express one's 4. Right to be treated with respect. feelings. 5. Right to say NO and not feel guilty about it. 9. Right to request information. 10. The right to feel good about yourself. The right to be able to claim one's rights. © Copyright Universidad Europea. Todos los derechos reservados  Habits 4, 5 & 6 Interpersonal Communication Some thoughts on misconceptions: WRONG Assumptions Legitimate RIGHTS  To put one's own needs before those of  You have the right to be first, but that others is to be selfish. doesn't mean the other is second  It's embarrassing to make mistakes or say I  You have the right to make mistakes, but don't know. You have to have an you must acknowledge them and know how appropriate response for every occasion. to ask for forgiveness when necessary  You have the right to accept your feelings as  If you can't convince others that your valid in spite of others because a feeling feelings are reasonable, you're probably cannot be avoided, it can only be wrong camouflaged and only temporarily.  You should never interrupt people. Asking  You have the right to interrupt to ask for questions denotes stupidity. clarification, sometimes the other is not explaining themselves well, but always with respect. © Copyright Universidad Europea. Todos los derechos reservados  REMEMBER! THE RIGHTS ASSERTIVE ARE A TWO-WAY ROAD © Copyright Universidad Europea. Todos los derechos reservados  Habits 4, 5 & 6 Assertive communication Use of "Me Messages" "When you..." (set the behavior) "I feel..." (set the feeling) "Because..." (set consequence) "I ask you, please, to..." (set request) © Copyright Universidad Europea. Todos los derechos reservados  Habits 4, 5 & 6 Right to Say NO / Express an Assertive Communication Opinion Strongly Using "Broken Record" 1. Simply say No! One of the simplest and most difficult 2. Speak your mind calmly and moderately assertive behaviors.... 3. Look at your conversation partner 4. Talk about yourself 5. Use the broken record (be consistent, even stubborn in your refusal) 6. Partial agreement (maybe...) 7. If you don't think it's convenient, you don't have to give reasons for your refusal 8. Ask Questions Again and Again I understand you, but… © Copyright Universidad Europea. Todos los derechos reservados  Habits 4, 5 & 6 Assertive Communication Right to take time Move the answer until we feel comfortable and capable to give your answer in the right way We recognize the error and separate it from everything Right to Be Wrong that has caused it that does not correspond to our personality. Right to give and request Messages of "I'm sorry, but for me...", "I think...“ Assertive question: Request more information about their further information arguments to understand their goals/motivations © Copyright Universidad Europea. Todos los derechos reservados  Habits 4, 5 & 6 Assertive Communication Say his name Right to ask for anything you want Praise specific things (including a favor) “I like how…” / “I realy enjoy with your…” Don't give compliments as requested Be specific in your request Don’t apologize for asking a favor Justify yourself only if you feel that the other side need it Say “thank you” even do it or not (more if do it) Right to give and request Messages of "I'm sorry, but for me...", "I think...“ Assertive question: Request more information about their further information arguments to understand their goals/motivations © Copyright Universidad Europea. Todos los derechos reservados  Habits 4, 5 & 6 Non-Verbal Communication: Everything Communicates Posture: head and body Facial expression: straight, safe distance. according to what he feels and expresses.- Eye contact: looking seriousness, joy, etc. straight at the other person. Tone and volume of voice: slow, firm, Body gestures: relaxed according to what you and moderate. want to communicate. https://www.youtube.com/watch?v=fLaslONQAKM https://www.youtube.com/watch?v=tWcbxSVusms https://www.youtube.com/watch?v=tWcbxSVusms https://www.youtube.com/watch?v=fLaslONQAKM Internal use Habits 4, 5 & 6 Active Listening How do you notice that you're not actively being listened to? What would you do using assertive communication? Internal use Habits 4, 5 & 6 Active Listening 1. Mentalize ourselves and decide if we really want to listen 2. Respect the other's particular mode of communication 3. Use kind expressions that help the other person express themselves freely 4. Carefully observe verbal and nonverbal communication 5. Do not interrupt and respect breaks 6. No rehashing the "desoir" 7. Not telling our story. Avoiding the "Expert Syndrome" 8. Listen until the other person has finished. To the last drop and confirm... Internal use Habits 4, 5 & 6 What should good feedback look like? 1. Descriptive, not evaluative 2. Positive 3. Specific 4. Contextualized in time 5. Helpful 6. Admit that you may be wrong 7. Clear 8. Be consistent with the information requested 9. Requested, Not Imposed Internal use Habits 4, 5 & 6 Giving and receiving criticism Criticize: Criticism Constructive or destructive? 1. Give useful information that facilitates change, improvement, or fixes something good 2. Be polite and keep manners. If not, they will stop listening 3. Don't dwell on what's wrong and focus on what can be improved USEFUL 4. That criticism is based on facts, not on judgments or appraisals 5. Avoid generalizations and vagueness We need to make it another step in the 6. Be timely. Take care of the moment and the situation problem-solving 7. Use "I Messages" process 8. Be direct and avoid detours 9. Anticipate Obstacles/Defensive Responses 10. Make improvement a goal of the person being criticized Internal use Habits 4, 5 & 6 Giving and Receiving Criticism How to Critique for Improvement Active Listening Deciding what to say and when 1. Express what you feel in the first person 2. Describe what happened (facts) objectively CRITICIZE 3. Explain the consequences 4. Express what you want to change Internal use Habits 4, 5 & 6 Giving and Receiving Criticism RECEIVE CRITICISM 1. Listen to criticism (don't fight back with another criticism) 2. Summarize, if necessary, the critique to focus the problem 3. Not receiving criticism with the imperative need to change 4. Consider the importance of criticism (what, who, and why) 5. Request the necessary clarifications. Don't be afraid to dig deeper. 6. Assertively accept criticism: Recognize-Apologize-Commitment to Rectification 7. Differentiate between substance and form. Give feedback when the latter is not adequate 8. If you don't agree with the criticism, assertively deny it Habilidades Comunicativas para la Ingeniería. Eva Icarán_Pedro Lara Internal use  12 angry men © Copyright Universidad Europea. Todos los derechos reservados 38  Gracias 91 211 53 33 Ve más allá © Copyright Universidad Europea. Todos los derechos reservados