MPV_COMA Communication and Managerial Skills Training Seminar 1,2 Trainer: Daria Kucharova Agenda  Exercise 1. Story tellers  Exercise 2. Name game  Exercise 3. Developing a dialogue  Exercise 4. Communication challenge Exercise 1. Story tellers  2 rows: 1. Tellers 2. Listeners  Tellers: explain what their thesis is about (2 min)  Listeners: Give feedback (1 min) Discussion  What were the difficulties?  How you overcame them? Exercise 2. The name game  Closed questions vs. Open questions Discussion  Which are easier?  Which are more effective to gain information?  When is it appropriate to use open and when closed questions? Other types of questions  Probing,  Leading,  Rethorical…  More information here: https://www.mindtools.com/pages/article/newTMC_88. htm (not compulsory) Active listening  https://www.mindtools.com/pages/video s/active-listening-transcript.htm Exercise 3. Developing a dialogue 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) Discussion Exercise 4. Communication challenge Discussion  What were the difficulties in communication from the viewpoint of speaker?  What were the difficulties in communication from the viewpoint of listener?  How were these difficulties overcome? Thank you for your attention!