Communication skills

Cultural Treasure Hunt – IcelandSólrún Bergþórsdóttir

Educational- and career counselorViska Vestmannaeyjar

What is this about?The basics in communicationHow we can connect that to tourism

Learning by doingHaving fun

The basics in communicationSelf image

Self confidenceSelf respect

How much dosage is necessary?

Expression - BehaviourThoughts and feelings are expressed through behaviour.

Our behaviour reveals what we think of ourselves

Indecisive behaviourDoes not take any risks in communication. Says

often: “ I don´t care”Doesn´t look you in the eye, voice hesitant and lowDoesn´t talk about feelings, excuses a lot, hard to

complement others. Prone to loneliness and depression.

Irritation towards pressure from others. Hard to say no.

Feels worthless, makes no demands for him/herself.Underlying: low self esteem, nervousness,

defensiveness, feeling of guilt.

Agressive behaviourWants to control others – have the upper handAgressive expression – talks loud and fastCan talk about negative feelings and criticizes

negatively. Breaks people down, pushes them away. Lonely.

Feels worth something when he controls othersActs as “knows it all” and blames others.

Limited patience.Underlying: low self esteem, nervousness,

defensiveness, feeling of guilt.

Affirmative behaviourHas an opinion, listens to others, disusses

mattersCan talk about positive and negative feelings.

Tells his/her opinion and needs without stepping on others´rights. Is conscious of his/her rights.

There´s harmony between feelings and expression

Communication is effortless and honestUnderlying: good self esteem

Important factorsBehaviour is learnedTechnique used in communication is mostly unconscious

What does that mean?

What does that mean?Behaviour can be changedImportant to be conscious of your behaviour

Ways of communicationVerbalNon – verbal - facial expression - body posture - use of muscles - breathing - use of voice - gestures - eye contact

Non – verbal communicationMore than 95% of communicationAny examples from your language?Body languageOne word can have various

meanings!

A communication gameGet into small groupsOne volunteerWatch the expression. What is being

expressed?Discuss in the group and write the

answer down

Coffee break

Your role in communicationGood communication – a decision – often about simple things

Our behaviour affects the reaction of others

Behaviour of others affects our reaction

Communication techniqueListenCriticize positivelyAccept criticismCompliment others and accept compliments

from othersDisagreeApologizeTalk behind ones back

The skill of listeningInactive listening- hear half of what is being said- understand half of what you heard- remember half of what you understood- judge accordingly half of what you

remembered- react accordingly to half of that!!!

How much has been really heard?

Active listeningExpress full attention and presenceAsk if you lose the threadLay aside predecided ideas about what is

going to be saidUnderstand – not judgeBe on guard towards possible

misunderstanding. People often use words with different meanings

Show the person that you have heard and understood what he/she has said.

Try out our listening skillsWork in pairsOne talks for 2 minutes about what he finds

interesting.The other one listens silently.Change roles and do it again

Are you a good listener?Is it difficult to listen?

Can we learn something from this?

Good communicationIs nourished by

RespectWarmthHonesty

Understanding

How does this apply to tourism?Good communication is a key factor in successful tourism

Discussion

Play a game – Solve a puzzle – Compete

Cooperation necessary and a rope!

A short coffee break

Final project – The towerWork in groups of 3 – 4CompeteDesignBuildTestPresent