MPV_COMA
Communication
and Managerial
Skills Training
Seminar 1
Ing. Daria Kuchařová
Content
I. Basic communication
II. Non-verbal communication
Basic communication skills
 Common reactions of people in
communication (Carl Rogers):
Evaluating “It’s great!”, “It’s stupid!”
Interpreting “You try to deceive me, but I will not let you do it.”
Supporting “Don’t worry, you will do it.” “It’s not so bad as it
seems at the first sight.”
Exploring “Why do you think, no one will support it?”
Understanding “So, do you feel like they disregard you? Does it hurt
you?”
Source: Trénink sociálních a manažerských dovedností, Jarošová et al. (translated)
Goal Through . . . By asking or saying . . .
Encouraging Choosing neutral words,
varying intonation,
encouraging the other
person to keep talking
Can you tell me more?
What else can you remember?
What a good idea!
You thought of a different way to...
Clarifying Asking for clarification, more
or different information
Are you saying that...?
What else can you tell me about...?
Restating
(paraphrasing)
Showing that you are
listening and understand
what is being said
I thought I heard you say...
So, you need to know why I am
asking you to share?
This is a tough one. We may
need to think about it.
Reflecting Showing understanding of
the others’ feelings and
body language
This is really important to you.
You seem worried about this.
How proud you must feel!
Summarizing Reviewing the conversation,
deciding what to do next
So it is about... Let me make sure that I
understand what you mean...
Validating Acknowledging and
appreciating the issues,
effort and feelings discussed
I know how hard you have worked to
help me to understand.
Thank you for staying calm while you
helped me learn why you were so
confused.
Building Continuing the discussion,
asking questions or offering
ideas.
What would happen if we...? Have you
thought about...? What else could we
try?
Effective communication
 development of dialogue and discussion
depends on mutual acceptance active
listening and asking right questions
 evaluating and interpreting reactions are
not appropriate for it.
Source: Trénink sociálních a manažerských dovedností, Jarošová et al. (translated)
Active listening is a social skill
that aims:
 to learn as much as possible about another
person
 to understand viewpoint of the partner
 to resist any manipulation from other people
to take responsibility for solving their problems
 to stimulate partner to also take responsibility
for the communication and mobilize his own
strengths to solve existing problem
 to avoid conflicts and confrontations that are
not factual
Source: Trénink sociálních a manažerských dovedností, Jarošová et al. (translated)
Non-verbal communication
Body language
 Lying
Source: http://www.iwaha.com/ebook/index.php
Typical signs and signals that a
person is lying
 Eyes maintain little or no eye contact, or there may
be rapid eye movements, with pupils constricted.
 Hand or fingers are in front of his or her mouth when
speaking.
 His or her body is physically turned away from you, or
there are unusual/un-natural body gestures.
 His or her breathing rate increases.
 Complexion changes such as in color; red in face or
neck area.
 Perspiration increases.
 Voice changes such as change in pitch, stammering,
throat clearing.
Source: http://www.mindtools.com/pages/article/Body_Language.htm
Non-verbal communication
Body language
 Critical evaluation
Source: http://www.iwaha.com/ebook/index.php
Non-verbal communication
Body language
 Interested
evaluation
Source: http://www.iwaha.com/ebook/index.php
Non-verbal communication
Body language
 Boredom
Source: http://www.iwaha.com/ebook/index.php
Non-verbal communication
Body language
 Defensive/negative
attitude
Source: http://www.iwaha.com/ebook/index.php
Non-verbal communication
Body language
 Barrier/fearful
Source: http://www.iwaha.com/ebook/index.php
Non-verbal communication
Body language
Source: http://www.iwaha.com/ebook/index.php
Non-verbal communication
Body language
 Open attitude?
Non-verbal communication
Body language
Source: http://www.iwaha.com/ebook/index.php
 Dominance/
superiority
Non-verbal communication
Body language
 Powerlessness/weakness?
Non-verbal communication
 Exercise with drawing
Non-verbal communication
Facial expressions
 http://greatergood.berkeley.edu/ei_quiz
Non-verbal communication
Facial expressions
 Embarrassment - the shame you feel when
your inadequacy or guilt is made public
 Contempt - a feeling of despisal/dislike for
anything considered mean, vile, or worthless
 Disgust - strong feelings of dislike
 Compassion - a feeling of distress and pity for
the suffering or misfortune of another, often
including the desire to ease it
 Amusement - the state of being amused,
entertained, or pleased
Non-verbal communication
 5 Body Language Mistakes People Make
https://www.youtube.com/watch?v=1n13R
aVocjw
Non-verbal communication
 Game Changer: Amy Cuddy, Power
Poser
https://www.youtube.com/watch?v=zmR2
A9TnIso
Thank you for your
attention!