pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi text_TITL pruh_TITL N:\work\projekty\šablony\sablony\logoC.wmf MPV_COMA Communication and Managerial Skills Training Lecture 1: Basic Communication Skills Jan Řezáč www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Agenda nInformation about the course nCourse requirements nIntroduction nCommunication process nAsking the right question nHow to be a better listener nHow to give feedback n nAll presentations and teaching materials are uploaded in IS nhttps://is.muni.cz/auth/el/econ/jaro2022/MPV_COMA/um/seminars/ MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Course objectives nTo provide you with basic knowledge of effective communication in management and, by using training methods, to develop your communication and managerial skills nNo prior knowledge required nTopics of all six lectures and seminars: nBasic skills nNon-verbal communication + Assertiveness nPresentation skills nTeamwork nYOUR Presentations nNegotiation MPV_COMA Communication and Managerial Skills Training Skills of a good manager Coma topics Coma topics Coma topics Coma topics www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Lectures and seminars, timing and calendar n3 lectures (other dates in reserve), 3 hours each (theoretically split in 2) n12:00 – 13:30 Lecture 1, 13:30 – 15:00 Lecture 2 n n6 seminars, 3 hours each nSeminars are mandatory nFor seminars, make sure you can actively participate nAll communication by email n n MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi In case of COVID nYou need to follow the standard guidelines n nIn case in-person teaching is not possible: nAll classes move to online mode nAt the exactly same time nKeep your camera on nYou still need to actively participate nEverything is recorded nExams n n MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Schedule nLectures: 24.2., 10.3., 24.3., 12:00--15:50, room S309 nLectures not mandatory nSeminars: 25.2., 11.3., 25.3., 8.4., 25.4., 6.5., 12:00--15:50, room S309 nSeminars mandatory n nChanges are possible, and will be announced by email nOther lecture and seminar days in reserve n MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Course requirements – how do you pass this class n1) Attendance at seminars (85%) Maximum - missing only two seminars (out of six) One more reminder – seminars work only with your active participation. Do not worry about getting the answers wrong, or not having perfect English. Your work in the class helps both you and your classmates. MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Course requirements – how do you pass this class n2) Presentation at the seminar nA professional presentation with a clear aim to give information or to persuade n nThree steps n23rd of March – deadline to choose topic in IS - There will be an IS option provided where you mark down your topic and goal before the presentation n8th of April – short verbal description of your presentation goal and sources at the seminar n6th of May – The actual presentation n MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Course requirements n3) Test (minimum level of knowledge 60%) ntheoretical knowledge nassessing practical communication skills (via practical examples, correcting wrong statements, etc.) nAbc and open ended questions nAssessment criteria: nquantity and quality of theoretical knowledge nunderstanding theory nability to apply gained knowledge nextent of the development of relevant skills MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Study materials nMaterials provided on lectures (presentations) nSeminars (presentations and exercises) nLearning texts: Communication process Effective verbal communication Basic communication skills https://is.muni.cz/auth/el/econ/jaro2022/MPV_COMA/um/68157015/?lang=en MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Further readings in pdf nE-book_I_Effective-Communication-Skills nE-book_II_Business-Communication nE-book_III_Assertiveness nE-book_IV_Dealing_with_conflict_ and_complaints MPV_COMA Communication and Managerial Skills Training https://is.muni.cz/auth/el/econ/jaro2022/MPV_COMA/um/68157015/?lang=en www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi How do you improve your communication skills? nLearning is hard. Learning soft skills (like presentation skills and negotiation) is even more hard. n nWhat are some common good ways to learn new skills? Music, math, language? n n nHow is it different when learning soft skills and difficult conversations? Salary negotiation, handling of criticism, asking for a promotion? n n n MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi How do you improve your communication skills? Practice is hard to get by for soft skills. Passive reading of materials does not provide many benefits. MPV_COMA Communication and Managerial Skills Training Leetcode: Overcoming the learning plateaus | by Ashveen Bansal | Medium Unread Books at Home Still Spark Literacy Habits - Scientific American Practice vs. Practise: What's The Difference? - Dictionary.com What Is A Plateau? - WorldAtlas Plateau www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi How do you improve your communication skills? nExtremely important part of learning is having somebody teaching you, who gives good feedback, meaning: nClosely observes you; nIdentifies areas of improvement; nBreaks big tasks into smaller pieces; nSuggests changes; nMonitors progress. All this is for soft skills extremely rare in the world outside of seminars. n n n n MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Communication process MPV_COMA Communication and Managerial Skills Training nTo understand something, you have to go into bigger detail (granularity). nTo improve your ideas with others, you need to share the same vocabulary. nBy seeing communication as steps, it is easier to spot errors. www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Communication process – encoding and decoding MPV_COMA Communication and Managerial Skills Training nThere are multiple names about the actual actions behind encoding and decoding nMental models, belief system, framework of your mind, set of experiences… nMy favourite is the operating system of your mind – balanced importance, variation and changeability Windows 3.1x – Wikipedie Konec jarní a podzimní aktualizace, Windows 11 dostanou jen jednu ročně | Diit.cz www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Communication process – example. Cultural differences? MPV_COMA Communication and Managerial Skills Training nSender wants to apologize, and believes that words are important (saying “Sorry”). Receiver wants to accept an apology, and believes gestures and tone of voice are important. nSender encodes the apology as “Sorry”, in a flat tone of voice. This “Sorry” is decoded as insincere by Receiver, because it lacks emotion. The Process of Communication | Organizational Behavior and Human Relations www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Communication process – cultural differences? MPV_COMA Communication and Managerial Skills Training nCulture (just like gender, age or wealth) differences exist, but they are much less significant than people expect. nWe have a tendency to see gaps and split our world into two separate groups. But differences of people within the groups are bigger than differences between the group averages, proven by both observations, surveys and brain scans. nDonot treat people differently because you think they belong in a certain group. Rather be explicit (use clear words) in the way you communicate. www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Communication process – how to solve differences MPV_COMA Communication and Managerial Skills Training nAs a manager, you have to be able to listen before making judgements nYou will meet people from very diverse background. nBeing persistent in questions and getting a full picture are valuable skills. www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi What is involved in verbal communication? •Only words? • MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi What is involved in verbal communication? •Only words? • •Intonation •Dialect/jargon •Mistakes •Pauses •Quality of speech •Accent • •What other forms of communication do you know? MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi What is involved in verbal communication? •Only words? • •Intonation •Dialect/jargon •Mistakes •Pauses •Quality of speech •Accent • •What other forms of communication do you know? Non verbal, signals (morse code), traffic sign, mafia symbols MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Pillars of effective communication - context Communication is influenced by: •Time •Space •The importance of the topic for both communicators •Presence of emotions •Relationship between communicators •Situational frame •Continuity • • • MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Outcome of communication •Level: pure exchange of information, matter of fact. • •Level: relationship status •their attitude to the agenda they are talking about; •attitude towards the person they are talking to; •attitude towards themselves; •current feelings. • • • MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Pillars of effective communication - Listening •To be heard, you need to hear others. • •Good listening skills are invaluable for many leadership positions. • •Listening can be considered a skill to be mastered. • • • MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi The art of listening •Listening means effort towards understanding, not only hearing • • • • • •Passive listening – just accepting the voice signals without any effort to understand them ad decode them, does not involve the context and situation • •Active listening - sensitive perception of the partner, connected with empathy, sympathy, the context and nonverbal behaviour is taken into account • • • MPV_COMA Communication and Managerial Skills Training Auditory Memory | Talking Talk 3 Steps to improve your Active Listening skills | Caveman in a Suit www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi The art of listening MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi • • • MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi • • • MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Open-ended and close-ended questions nClosed-ended questions can be answered with “Yes” or “No,” or they have a limited set of possible answers n nOpen-ended questions are questions that allow someone to give a free-form answer. n n MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Discussion nWhich are easier? nWhich are more effective to gain information? MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Open ended and close-ended questions •Open-ended questions: "what", "how", "why“. •Open-ended questions are very useful when: •you need to gain maximum information, especially about a conversation subject you are not much familiar with; •you need to create a good atmosphere and build rapport; •you do not know your communication partner and for a successful negotiation you need to learn about their character as much as possible. •Generally, open-ended questions are mainly suitable at the beginning of a meeting. MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Pillars of effective communication - feedback •Observe the reaction of the listener • •Pay attention to the level of interest/no interest of the audience • •Request specific feedback from people with insight • •Adjust the content and form to your audience • • • MPV_COMA Communication and Managerial Skills Training www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi MCj02909520000[1] Looking in the mirror in an unbiased way Ideal feedback www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Development Why do we give and receive feedback www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi 1.Observation •Behaviour? • •Specific and detailed description of what was observed •How did it come across? •Which effect did it have? •What feeling did it give you? •Were you aware? •What is your opinion? •Future? Feedback structure www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Giving feedback: •Stay subjective! What you think is an opinion, not a fact. „I think that...“ •Stay specific! Say what happened and when, so the person can learn. •Stay positive! Helps best to say, what can be improved instead of what went wrong. •Show respect. Like a mirror, more than an advisor • Getting feedback: •Let people finish talking •Try to understand •There is no need to defend yourself • Feedback rules www.econ.muni.cz pruh+znak_ESF_13_gray4+bily_RGB pruh+znak_ESF_13_gray4+bily_RGB text_zahlavi Thank you for your attention http://www.mobileapples.com/Assets/Content/Screensavers/Bye%20Bye.gif MPV_COMA Communication and Managerial Skills Training