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Interpersonal, intercultural, social

and civic competence

Lesson 1

Interpersonal and Intercultural competence

Inte

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“Always walk through life as if you have something new to

learn and you will”Vernon Howard

Introduction

Inte

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• Communication is about exchanging information in the form of messages, symbols, signs, opinions etc.

• There are many types of communication, though in this section emphasis will be given to verbal and non-verbal communication. – Communication in the modern society is considered to be a

vital quality. It is a competence used for accomplishing a Purpose or a Goal.

Types of communication

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Internal /External Communication

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• Internal communication– The dialogue we have with ourselves. It may be positive or negative.

It depends on• Our emotions (we can understand if the people communicating with

us is happy or sad)• Vision (we communicate differently if we had vision for our life, that

is we know what we want to achieve)• Ideas (our ideas affect our communication. For example if we

believe that the world is full of dishonest people this is reflected in our communication

• External communication– How we communicate with others

• Using our body (face expressions, eye contact, gestures)• Using our voice (words and tone of voice)

Internal /External Communication

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• Speech– Tone of voice– Words/ vocabulary used/Expression-

words

• Visual – Body posture– Gesture– Facial expression– Eye contact– Degree of relaxation

How information is transmitted

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• Warm or Cold?– We have all experienced a warm or a cold good morning

• During introductions– natural, soft, warm and friendly inspire confidence and

enthusiasm

• Presenting arguments or answering questions– positive, energetic, stable and slightly higher tone.

• During Objections or hostility, – Soft, calm, lower tone, reassuring and compromising.

• Closing a presentation or a conversation, – energetic, positive, warm and calm.

Our Voice

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Human communication consists of gestures, body language, body positions, distances

The magic of body language

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Are verbal signals innate or acquired

Take a few seconds to think about it

Non verbal signs: Innate or not

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• Most of the non verbal signs are developed and depend on the civilisation

• Some of them however are innate!– Note that a baby smiles even before its birth

Innate or Acquired?

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• Non verbal signs-The smile

Universal Non verbal signs

Inte

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I do not know, I do not understandI am so happyI like it

Universal Non verbal signs

What does it mean?

Inte

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• Non Verbal Signs- gestures

Acquired

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• I am cold• I am not comfortable• I am not happy

Non Verbal Communication

What does it mean?

Inte

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This project has been funded with support from the European Commission. This [publication] communication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

• I am happy• I am comfortable• I am clever

Non Verbal Communication

What does it mean?

Inte

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This project has been funded with support from the European Commission. This [publication] communication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

I am looking at something with interest

I am very bored

Non Verbal Communication

What does it mean?

Inte

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This project has been funded with support from the European Commission. This [publication] communication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

• I am desperate• I am sad• I am thinking

Non verbal communication

What does it mean?

Inte

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This project has been funded with support from the European Commission. This [publication] communication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

• I am thinking• I am sad• I am tired

Non verbal communication

What does it mean?

Inte

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This project has been funded with support from the European Commission. This [publication] communication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

• I am bored• I am excited• I am sad

Non verbal communication

What does it mean?

Inte

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This project has been funded with support from the European Commission. This [publication] communication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

Lets keep our distance

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• Comfort zone 15-46 cm – (parents, husband, relatives, very close friends)

• Personal zone 46-1.2 m– (parties, social and friends events)

• Social zone 1.2-3.6m– (with people we do not really know- postman, new colleague)

• Public zone > 3.6m – (usually when referring to a big group of people)

• Also depends on culture

Lets keep our distance

The distance we keep with other people depends on the

people!

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This project has been funded with support from the European Commission. This [publication] communication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

Tables and Positions

Square table- Formal

Circular table- Informal

Rectangular table- positions of power

Corner Position- A friendly discussion

Cooperation

Competition/Defense

Inte

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• Interpersonal communication includes message sending and message reception between two or more individuals. This can include all aspects of communication such as listening, persuading, asserting, nonverbal communication, and more. A primary concept of interpersonal communication looks at communicative acts when there are few individuals involved unlike areas of communication such as group interaction, where there may be a large number of individuals involved in a communicative act (Wikipedia)

Interpersonal Communication

Inte

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This project has been funded with support from the European Commission. This [publication] communication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

• Active Listening:– Involves understanding, interpreting, and evaluating what someone

has heard. Through active listening personal relationships can be improved by reducing conflicts, strengthening cooperation and improving understanding.

• This involves:– Asking questions and paying attention to the answers– Do not interrupt– Show interest– Pay attention to our body language (pay attention to bigger picture)– Summarize discussion to ensure that you have understood everything

Active Listening

Inte

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This project has been funded with support from the European Commission. This [publication] communication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

• Avoid prejudice; – negative attitude towards the members of a rational, religious or

national group. Includes negative feelings, stereotyped beliefs, and a tendency to discriminate

• Avoid stereotypes; – can be a public belief against a specific group and usually they are

subjective i.e. Islam-Terrorists, American-talkative, demonstrative etc

• Involved in win-win situations – avoid conflict. Be clear, precise, open, honest, don’t hide your

emotions.

• Integrity – honesty and consistency of the character, meaning actions, values,

methods, measures, principles, expectations and outcomes

Interest and Respect

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• It is a set of rules that guide behaviour and decisions of employees in organizations. It is focused on ethical and socially responsible issues.

Code of conduct

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• It is important to have in mind that except from some basic codes which more or less apply to every organisation, each organisation can have its own additional codes that can serve their mission and vision. Additionally, communication can be used by management to manipulate attitudes and behaviours within organisations.– Code of conduct can also vary depending on country, culture,

religion, economical situation, social and political situations.

Code of conduct

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“Basic Biz”– trouser, skirt below knee, sandals,

sleeveless shirts

“Top Drawer Casual”– blazer with trousers or a skirt at knee

level, shirts or blouses with sleeves, heels

“High Quality Business”– costume, heels, suitcase

“After hours casual”– black colours, black blazer, formal

blouse (silk, details), heels

“Weekend casual”– v-shaped blouses, t-shirts, jeans and

flip-flops (usually this type of behaviour is inappropriate when going to work)

Dress Code

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Basic BizTop Drawer CasualHigh Quality BusinessAfter hours casualWeekend casual

Dress Code

What is the dress code for the picture?

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This project has been funded with support from the European Commission. This [publication] communication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

Basic Biz

Top Drawer Casual

High Quality Business

After hours casual

Weekend casual

Dress Code

What is the dress code for the picture?

Inte

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This project has been funded with support from the European Commission. This [publication] communication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

Basic Biz

Top Drawer Casual

High Quality Business

After hours casual

Weekend casual

Dress Code

What is the dress code for the picture?

Inte

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This project has been funded with support from the European Commission. This [publication] communication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

Basic Biz

Top Drawer Casual

High Quality Business

After hours casual

Weekend casual

Dress Code

What is the dress code for the picture?

Inte

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This project has been funded with support from the European Commission. This [publication] communication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

Basic Biz

Top Drawer Casual

High Quality Business

After hours casual

Weekend casual

Dress Code

What is the dress code for the picture?

Inte

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This project has been funded with support from the European Commission. This [publication] communication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

• 3/4 of people say they are working very hard

• Work life balance is about balancing working and personal life.

• This involves being aware of different demands on time and energy, allocation of time and energy and making choices.

– Organizations can use various policies to improve employees' work-life balance

• having part-time workers, • flexible working arrangements• job sharing, • encouraging ‘wellness’ to improve health etc.

Work Life balance

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• If employees are encouraged to protect their health, this will enable them to deal more effectively with unavoidable stresses at work.

(CIPD, 2009)

Work Life Balance

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• Wash on a daily basis• Use deodorant on a daily basis• Brush your teeth after meal, use mouthwash and

refreshing mints• Wash your hair• Exercise• Eat vegetables and fruits• Eat healthy

Health is important

Inte

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This project has been funded with support from the European Commission. This [publication] communication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

• Strategies for effective cross cultural communication1. Distinguish perspectives- you need to identify cultural

differences2. Build self awareness- it is essential to know your

behavior. In this way can avoid behaving in a way that is inappropriate in another culture. For example, in some cultures when discussing they move straight to the point, while others like to warm up first.

3. Recognize the complexity

Cross Cultural Communication

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– Avoid stereotyping in order to avoid bias – You need to Respect differences– Use active listening like asking questions– You have to be honest– Be flexible for adapting to various behaviours– Always think twice before jumping into conclusions

Cross Cultural Communication

Inte

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This project has been funded with support from the European Commission. This [publication] communication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

• Manners accepted or promoted in different societies– Behave like an adult; avoid childish behaviour, or to show an

authoritative style– Be polite; always say Hello, even when not on mood be

always with smile– Never gossip coworkers or customers– Do not lie– Show interest to one needs– Be friendly but up to a limit, keep a level of formality and

distance especially in the working place – Always use formal tense when you do not know someone

Manners

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– Avoid dialect; • might lead to ineffective communication and cross cultural

problems

– Be a team player– Before behaving in a particular way, ensure that you are not

being offensive and it is acceptable to behave in that way• i.e. in India students in order to show respect kiss the feet of

their teachers. DO NOT apply this in Cyprus

Manners

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This project has been funded with support from the European Commission. This [publication] communication reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

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