Inte
rpers
onal , in
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ult
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l, s
oci
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d C
ivic
com
pete
nce
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Interpersonal, intercultural, social
and civic competence
Lesson 1
Interpersonal and Intercultural competence
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.
“Always walk through life as if you have something new to
learn and you will”Vernon Howard
Introduction
Inte
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onal , in
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l, s
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com
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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.
• 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
Inte
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Internal /External Communication
Inte
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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
Inte
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l, s
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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.
• Speech– Tone of voice– Words/ vocabulary used/Expression-
words
• Visual – Body posture– Gesture– Facial expression– Eye contact– Degree of relaxation
How information is transmitted
Inte
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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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com
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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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onal , in
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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
rpers
onal , in
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ult
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l, s
oci
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an
d C
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com
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• I am happy• I am comfortable• I am clever
Non Verbal Communication
What does it mean?
Inte
rpers
onal , in
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l, s
oci
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an
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com
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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
rpers
onal , in
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ult
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l, s
oci
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an
d C
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com
pete
nce
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
rpers
onal , in
terc
ult
ura
l, s
oci
al
an
d C
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com
pete
nce
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
rpers
onal , in
terc
ult
ura
l, s
oci
al
an
d C
ivic
com
pete
nce
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
rpers
onal , in
terc
ult
ura
l, s
oci
al
an
d C
ivic
com
pete
nce
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
Inte
rpers
onal , in
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l, s
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com
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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!
Inte
rpers
onal , in
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ult
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l, s
oci
al
an
d C
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com
pete
nce
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
rpers
onal , in
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l, s
oci
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d C
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com
pete
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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.
• 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
rpers
onal , in
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l, s
oci
al
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d C
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com
pete
nce
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
rpers
onal , in
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ult
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l, s
oci
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an
d C
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com
pete
nce
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
Inte
rpers
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l, s
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com
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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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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”– 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
Inte
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Basic BizTop Drawer CasualHigh Quality BusinessAfter hours casualWeekend casual
Dress Code
What is the dress code for the picture?
Inte
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l, s
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com
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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
rpers
onal , in
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ult
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l, s
oci
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an
d C
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com
pete
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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
rpers
onal , in
terc
ult
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l, s
oci
al
an
d C
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com
pete
nce
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
rpers
onal , in
terc
ult
ura
l, s
oci
al
an
d C
ivic
com
pete
nce
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
rpers
onal , in
terc
ult
ura
l, s
oci
al
an
d C
ivic
com
pete
nce
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
Inte
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onal , in
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oci
al
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pete
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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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onal , in
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oci
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an
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pete
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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
Inte
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onal , in
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d C
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com
pete
nce
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 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
rpers
onal , in
terc
ult
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l, s
oci
al
an
d C
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com
pete
nce
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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pete
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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
Inte
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onal , in
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ult
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l, s
oci
al
an
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ivic
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pete
nce
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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