Communication Interview & Culture Ships in Service Training Material A-M CHAUVEL 2009.
-
Upload
milo-knight -
Category
Documents
-
view
217 -
download
1
Transcript of Communication Interview & Culture Ships in Service Training Material A-M CHAUVEL 2009.
CommunicationInterview& Culture
Ships in Service Training Material A-M CHAUVEL
2009
VisualVisual
AuditoryAuditory KinesthesicKinesthesic
Sensorial Channels
Ships in Service Training Material M. DUBLANC
Associated Values
DynamismDynamism
PerfectionPerfection
StrengthStrength
EffortEffortPleasure
Ships in Service Training Material M. DUBLANC
Visual Type
Sophisticated cloths.
Fast speech and gesture.
Facing people.
Easily impatient.
Joking.
Less at ease with emotions or too serious.
More or less shy or outgoing.
Ships in Service Training Material M. DUBLANC
Visual Type
DO YOU SEE WHAT DO YOU SEE WHAT I MEAN ?I MEAN ?
DO YOU SEE WHAT DO YOU SEE WHAT I MEAN ?I MEAN ?
YOU ARE REALLY BRILLANT !
YOU ARE REALLY BRILLANT !
Ships in Service Training Material M. DUBLANC
Auditory Type
Well spoken.
Let others speak.
Variable clothing according
to message.
At ease with formal situations.
Precise thinking.
Organizer role.
Poor reading of non verbal messages.
Ships in Service Training Material M. DUBLANC
Auditory Type
ARE WE IN PHASE?
ARE WE IN PHASE?
YOU ARE REALLY STRONG !
YOU ARE REALLY STRONG !
Ships in Service Training Material M. DUBLANC
Kinesthesic Type
Physical contact.
Smooth attitude.
Warm clothing,
pleasant fabrics.
Sensual look.
Busy hands.
Abstract or conceptual thinking.
Sometimes, hard to express
themselves verbally.
Ships in Service Training Material M. DUBLANC
Kinesthesic Type
HOW DOYOU FEEL?
HOW DOYOU FEEL?
YOU ARE REALLY SUBTLE !
YOU ARE REALLY SUBTLE !
Ships in Service Training Material M. DUBLANC
Left & RightHemispheres
Ships in Service Training Material A-M CHAUVEL
Ships in Service Training Material A-M CHAUVEL
Speech
Smell
HearingFace recognition
Vision
Touch & Pressure
Motor control Taste
Language
Reading
Ships in Service Training Material A-M CHAUVEL
A-M CHAUVEL
INTEGRATORINTEGRATOR
Human relationshipOpen mindedHonestyPedagogicNegotiation
Human relationshipOpen mindedHonestyPedagogicNegotiation
SUPERVISORSUPERVISOR
Practical solutions Planing Method Organisation Same ideas
Practical solutions Planing Method Organisation Same ideas
EXPLOREREXPLORER
IntuitionAnalogic ArtistryGlobal visionSynthesis
IntuitionAnalogic ArtistryGlobal visionSynthesis
ANALYSTANALYST
Facts Logic Technical Clear messageRealistic language
Facts Logic Technical Clear messageRealistic language
A-M CHAUVEL
10 10
20
1010
20
20
4040
20
3030
40404040
3030
4040
8080
8080
80808080
60
60
6060
40
40
4040
IS
EA
AE
SI
IEAS
ANALYSTANALYST
Facts Logic Technical Clear messageRealistic language
Facts Logic Technical Clear messageRealistic language
How to communicate
- He likes realistic language. - He likes clear, accurate verbal expression.- He is reluctant to accept impressions and intuitions that are not accurately translated in oral or written expression.- The art of language and correct speech is important.- Anything to do with figures, percentages, quantification, measurements is quickly understood.- Present fact.- Analyse various possibilities.- Solve problems calling upon logical reasoning.- Do not hesitate to present technical and financial factors.
SUPERVISORSUPERVISOR
Practical solutions Planing Method Organisation Same ideas
Practical solutions Planing Method Organisation Same ideas
How to communicate
- He needs practical solutions, with a schedule for implementation and dates and figures.- Emotional tone is high, although controlled and concealed.- He may regard you as flippant and lightweight if you have not carefully prepared your discussion. - He is not someone that can change easily his opinion.- Be methodical and faultless : he will double-check everything and quickly notices faults and details. ( small print in documents )
INTEGRATORINTEGRATOR
Human relationshipOpen mindedHonestyPedagogicNegotiation
Human relationshipOpen mindedHonestyPedagogicNegotiation
How to communicate
- He is open for good communication and understanding. - He appreciates frankness and communication in a friendly and warm atmosphere.- Emotional tone is high, but with little concealment.- Everything depends on the level of the emotional relationship.- Don’t cheat, it will be difficult to hide your feelings with him, if you really do not like him the chances of proper communication are slight.- Be like a teacher : expound your point of view carefully.- Show your enthusiasm, your ideals, your values : communication with him can only be enhanced.- Be open to bargaining, he likes nothing more than that.
A-M CHAUVEL
EXPLOREREXPLORER
IntuitionAnalogic ArtistryGlobal visionSynthesis
IntuitionAnalogic ArtistryGlobal visionSynthesis
How to communicate- He prefers informal discussion in which ideas are allowed to come by association.- He likes intuitive approaches.- He prefers the person with a synthesis straightaway without getting lost in unnecessary details.- He quite easily does several things at once, no need to worry he is listening.- Be visual, the art of speaking well quickly bores him, he prefers a good diagram.- Not following the plan does not worry him at all, quite the contrary. - He will be delighted if you link together several aspects or use analogies.- If a new idea comes during the conversation, have not hesitation in mentioning it.
A-M CHAUVEL
Left & RightHemispheres
Ships in Service Training Material A-M CHAUVEL
Do you want to do the test?
ManagingCultural
Diversity
Ships in Service Training Material M. DUBLANC
Ships in Service Training Material M. DUBLANC
Observable Aspects
Communication Patterns
Anglo-Saxons
Asians
Latins
Ships in Service Training Material M. DUBLANC
Communication Patterns
Overlap Silence Eye Touch
Japan
USA
Brazil00
5.35.3 4.74.7
28.628.6
0
3.5
10.312.6
5.5
0
3.3
1.3
Ships in Service Training Material M. DUBLANC
Cultural Stereotypes
• Tries to conquer the world.
• Talks too loud.
• Much too informal.
• Closes deal too soon.
• Puts feet on the table
• Ice cubes in Château Margaux.
Americans
Ships in Service Training Material M. DUBLANC
Ships in Service
Cultural Stereotypes
Modest.Enigmatic.Superstitious.Suspicious.Perceptive.Family, group oriented.Proud of history & culture.Respectful of age & experience.Secretive & inward-looking.
Asians
Emergency Improvement Plan
New
Ships in Service A-M CHAUVEL
?
New Technology Solution Help
Ships in Service MARK PARISI
Message Meaning
Cu
ltu
ral b
arr
iers
Urgent Today
Tomorrow ?Not
Urgent
Ships in Service A-M CHAUVEL
OrganizationalStructural
ConjecturalArchitectural
Availability Access
Ph
ysic
al b
arr
iers
Noise Interference
Ships in Service A-M CHAUVEL
Three Cases of
Communication failure
Ships in Service A-M CHAUVEL
Case A « Erreur fatale »
A senior officer atA senior officer at Air Kazakhstan admitedAir Kazakhstan admited
that the poor language skills that the poor language skills of many pilots has caused of many pilots has caused
problems.problems.
R8R8
A4A4
The world's worst mid-air crash
351 people have died.12 / 11 / 96
It involved a Saudia Boeing 747
and a Kazakh Ilyushin Il 76
Indian official saidIndian official said"We give them the "We give them the height in feet andheight in feet and they convert thisthey convert this
to meters".to meters".
UK P&I Club
Case B : Communication failure
UK P&I Club
Case B : Communication failure
Reef grounding -Concerned about pilotage progress, the second officer checks the course, but too late to prevent the vessel grounding. Communication failures on the bridge were a major contributor to this incident.
The Cost of the Communication failure
Commercial pressures and communication failures on the bridge resulted in $ 500,000 worth of damage to a coral reef.
A-M CHAUVEL
176° 178°
38°
40°
42°
WELLINGTON
0200
0500
0745
0850
0200
0500
0745
0850
No blame culture.A management attitude to encourage and to promote
open communication throughout the company.
Case C : Communication failureNear miss Grounding
Communication Barriers
Ships in Service A-M CHAUVEL
Not understanding the language : - Verbal and non-verbal messages are in a different language- Use of jargons or idioms
Not understanding the context : - Obscurantism- Distraction or lack of time - Not giving adequate attention to processing the message - Misunderstandings
Other :- Background noise - Medical issues such as hearing loss and brain conditions - Beliefs - Emotions
The process of sending or making information
available to someone or another entity, usually via a language is for :
Communication
Decision
Knowledge
Action
Record
Ships in Service A-M CHAUVEL
Important
Comprehensible
True
Reliable
Quality of the InformationThe Message, object of the
communication,provides information must be :
Ships in Service A-M CHAUVEL
Communication Understanding
Ships in Service Training Material A-M CHAUVEL
Message from the Sender Station
Message at the Receiver Station
Ships in Service Training Material A-M CHAUVEL
Communication Understanding
The Old Legend
The richer the organization
the more ridiculousthe procedures.
Ships in Service A-M CHAUVEL
Communication Procedures
Ships in Service RANDY GLASBERGEN
Communication ProceduresThe Legend of the Future
Interview :Question
and Listening
Ships in Service Training Material
Ships in Service Training Material A-M CHAUVEL
1 - Objectives1 - Objectives 2 - Activity 2 - Activity 3 - Population3 - Population 4 - Code & Standards4 - Code & Standards 5 - Controls5 - Controls 6 - Methods6 - Methods 7 - 7 - Way to Way to communicatecommunicate
The Investigator must know the…
Ships in Service Training Material A-M CHAUVEL
Ships in Service Training Material A-M CHAUVEL
1 - To open a discussion 2 - To stimulate interest 3 - To provoke thinking 4 - To accumulate data 5 - To get individual participation 6 - To develop subject matter 7 - To determine knowledge of a person 8 - To change trend of a discussion 9 - To arrive at a conclusion10 - To terminate or limit a discussion
1 - To open a discussion 2 - To stimulate interest 3 - To provoke thinking 4 - To accumulate data 5 - To get individual participation 6 - To develop subject matter 7 - To determine knowledge of a person 8 - To change trend of a discussion 9 - To arrive at a conclusion10 - To terminate or limit a discussion
The use of questions
Ships in Service Training Material A-M CHAUVEL
Ships in Service Training Material A-M CHAUVEL
1- No third degree. 2- Ask " 5W-H " questions. 3 - Ask questions that make him go deeper. 4 - Ask " suppose " questions. 5 - Ask him. 6 - Ask questions that get agreement.
1- No third degree. 2- Ask " 5W-H " questions. 3 - Ask questions that make him go deeper. 4 - Ask " suppose " questions. 5 - Ask him. 6 - Ask questions that get agreement.
How to ask questions
Ships in Service Training Material A-M CHAUVEL
1 - No third degree
Use questions to help the other person Use questions to help the other person think, never to degrade or to spythink, never to degrade or to spy
How to ask questions
Ships in Service Training Material A-M CHAUVEL
1 - No third degree 2 - Ask " 5W-H " questions
What, why, when, where, who and how What, why, when, where, who and how are the key words that will secure facts are the key words that will secure facts and information.and information.
How to ask questions
Ships in Service Training Material A-M CHAUVEL
1 - No third degree 2 - Ask " 5W-H " questions 3 - Ask questions that make him go deeper
Ask for evidence, examples or Ask for evidence, examples or explanationsexplanations
to discover reasons behind his thinking.to discover reasons behind his thinking.
How to ask questions
Ships in Service Training Material A-M CHAUVEL
1 - No third degree 2 - Ask " 5W-H " questions 3 - Ask questions that make him go deeper 4 - Ask " suppose " questions
Introduce a new idea, break a deadlock Introduce a new idea, break a deadlock or bring up overlooked point with :" or bring up overlooked point with :" Suppose we ..."Suppose we ..."
How to ask questions
Ships in Service Training Material A-M CHAUVEL
1 - No third degree 2 - Ask " 5W-H " questions 3 - Ask questions that make him go deeper 4 - Ask " suppose " questions 5 - Ask him
To encourage him to think or to avoid To encourage him to think or to avoid committing yourself, return the question committing yourself, return the question
or or relay it to another qualified person.relay it to another qualified person.
How to ask questions
Ships in Service Training Material A-M CHAUVEL
1 - No third degree 2 - Ask " 5W-H " questions 3 - Ask questions that make him go deeper 4 - Ask " suppose " questions 5 - Ask him 6 - Ask questions that get agreement
Offer several solutions in the formulationOffer several solutions in the formulationof a question.of a question.
How to ask questions
Ships in Service Training Material A-M CHAUVEL
How to ask questions
Ships in Service Training Material A-M CHAUVEL
Present the pros and conof the subject and
come upwith arguments
supporting aposition.
Ask questions to Discuss
Ships in Service Training Material A-M CHAUVEL
Demand arrangement or grouping of facts
according to some common characteristic.
Ask questions to Classify
Ships in Service Training Material A-M CHAUVEL
Determine a clear meaning
and the boundariesof a subject.
Ask questions to Define
Ships in Service Training Material A-M CHAUVEL
Select and portraythe characteristics
of the subject.
Ask questions to Describe
Ships in Service Training Material A-M CHAUVEL
Require detection ofthe resemblance and
the differencesamong facts.
Ask questions to Compare
Ships in Service Training Material A-M CHAUVEL
Clarify points whichobscure a subject.
Ask questions to Explain
Ships in Service Training Material A-M CHAUVEL
Follow in detail the development or
progressof some subject.
Ask questions to Trace
Ships in Service Training Material A-M CHAUVEL
Call for examplesto clear up
a discussion.
Ask questions to Illustrate
Ships in Service Training Material A-M CHAUVEL
Show that a thing is reasonable or
warranted.
Ask questions to Justify
Ships in Service Training Material A-M CHAUVEL
Bring out the meaningof a subject as theperson responding
sees it.
Ask questions to Interpret
Ships in Service Training Material A-M CHAUVEL
Indicate the main points
of a subject.
Ask questions to Outline
Ships in Service Training Material A-M CHAUVEL
Exact proof that a thing
is true.
Ask questions to Verify
Ships in Service Training Material A-M CHAUVEL
Compel going over a subject completely
and giving it a critical examination.
Ask questions to Review
Ships in Service Training Material A-M CHAUVEL
Ask for the presentation
of a subject in aconcise and
compact manner.
Ask questions to Summarize
Ships in Service Training Material A-M CHAUVEL
Listen to the answer
Ask one question at the time
Ask questions and Listen
Ships in Service Training Material A-M CHAUVEL
Ships in Service Training Material A-M CHAUVEL
Auditora person
mandated toevaluate thepractices in
a system
Auditora person
mandated toevaluate thepractices in
a system
Why listening ?
Ships in Service Training Material A-M CHAUVEL
TOUNDERSTAND
TOUNDERSTAND
Listening Habits
Listening
Desirescontext
Wantshumor
United Kingdom
Ships in Service Training Material M. DUBLANC
??FrenchFrenchis Bestis Best
RelatingRelating t too otherother subjectsubject
ListeningListeningforfor informationinformation
ExpectingExpectingflairflair
ThinkThinktthey knowhey know
alreadyalready
LookingLookingfor Logicfor Logic
Listening HabitsFrance
Ships in Service Training Material M. DUBLANC
Listening
Wants to be entertained
Wants to be ‘sold’
Listening HabitsUSA
Ships in Service Training Material M. DUBLANC
Listening HabitsGermany
Gatheringinformation
Preoccupationwith price
Desire forcontext
Ships in Service Training Material M. DUBLANC
Listening HabitsMediterranean
Listeningfor
information
Thinkingabout other
things
Watchingthe person
Waiting forImaginative
phrase
Ships in Service Training Material M. DUBLANC
Listening HabitsArabs
Absorbs
facts
Defensive
Wantsflattery
Looks forpersonal
touch
Ships in Service Training Material M. DUBLANC
Ships in Service Training Material
Listening HabitsJapan
Listening,
but needs
repetition&
context
Doesn’tunderstand
Cravingharmony
Beingpolite
M. DUBLANC
1- Remain natural
Do not give advice, agree or disagree,Do not give advice, agree or disagree,criticise or interruptcriticise or interrupt
How to listen?
Ships in Service Training Material A-M CHAUVEL
1- Remain natural 2- Give your complete attention
Let him know your are listening,Let him know your are listening, Nod you head… " I see what you mean"Nod you head… " I see what you mean"
How to listen?
Ships in Service Training Material A-M CHAUVEL
1- Remain natural 2- Give your complete attention 3- Ask about his statements
Dig out information, invite him to tell Dig out information, invite him to tell everything. Say : In addition to that is everything. Say : In addition to that is
there anything else...?there anything else...?
How to listen?
Ships in Service Training Material A-M CHAUVEL
1- Remain natural 2- Give your complete attention 3- Ask about his statements 4- Restate his main points
Let him hear his exact words restated Let him hear his exact words restated by you. This prompts him to stick to by you. This prompts him to stick to
the factsthe factsand think intelligentlyand think intelligently
How to listen?
Ships in Service Training Material A-M CHAUVEL
1- Remain natural 2- Give your complete attention 3- Ask about his statements 4- Restate his main points 5- Put his feeling into words
State what his feelings seem to be.State what his feelings seem to be.When he hears them voiced by youWhen he hears them voiced by you
he evaluates and tempers them.he evaluates and tempers them.
How to listen?
Ships in Service Training Material A-M CHAUVEL
1- Remain natural 2- Give your complete attention 3- Ask about his statements 4- Restate his main points 5- Put his feeling into words 6- Get agreement
Summarise what you have both said.Summarise what you have both said.Encourage him to suggest the next stepEncourage him to suggest the next step
or course of action.or course of action.
How to listen?
Ships in Service Training Material A-M CHAUVEL
Active Listening
Ships in Service Training Material M. DUBLANC
1- Use open & positive gestures2- Remain discrete3- Be patient4- Avoid interruptions5- Respect silences6- Avoid distractions7- Be tolerant & open8- Try to read between the lines9- Avoid direct questions10- REFORMULATE
The 10 Commandments
KISS Principle
Ships in Service A-M CHAUVEL