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  • We cannot not communicate: Not saying anything is also communicating.


  • Professor information


    Dr. Halla DOGHMANE
    MCA
    h.doghmane@univ-skikda.dz 


    University of August 20, 1955-Skikda

    Institute of Applied Sciences and Techniques (ISTA)

    Health, Safety and Environment (HSE) Department

    Semester: 5


    Science and Technology field

    Industrial Hygiene and Safety (HSI) sector

    Specialty in Health, Safety and Environment (HSE) in the oil and gas industry


    Module: Communication


    Credit: 02


    Coefficient: 02


    Evaluation mode: Homework: 40%, Exam: 60%.


  • Objectifs


    At the end of the seminar, the learner must be able to:

    - Allow students to master internal and external communication techniques, oral and written.

    - Identify communication in the organization and its mechanisms

    - To identify the concepts of interpersonal communication.

    - Integrate the impact of non-verbal communication in relation to other modes of communication.

    - Practice certain techniques and skills to improve your communication with others.


  • Prerequisities

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      Prerequisites Test
      Ouvert : mercredi 1 novembre 2023, 12:55
      Terminé : samedi 30 décembre 2023, 12:55

  • Table of contents


    1- Concepts of communication (situation, type, functions of language, etc.)

    2- Interpersonal communication

    3- Verbal, non-verbal and para-verbal communication

    4- Strengthening language skills

    5- Awareness of the cultural and intercultural environment

    6- Crisis communication


  • videoconferencing


  • Course 1


  • Course 2


    • lesson icon
      Leçon
      Interpersonal Communication Leçon

      What Is Interpersonal Communication?

      Interpersonal communication involves the information, ideas, and feelings being exchanged verbally or non-verbally between two or more people. Face-to-face communication often involves hearing, seeing, and feeling body language, facial expressions, and gestures.

      In other terms, Interpersonal communication is exchanging information, meaning, feelings, and opinions between two or more people via verbal and non-verbal means. Although we mentioned “face-to-face” communication previously, today’s technology compels us to expand its definition to include media such as phone calls and online messaging.

      Types of Interpersonal Communication

      The first step in answering “what is interpersonal communication?” is breaking it down into four distinct types.

      • Verbal: In other words, speaking. This term covers the words you use, how persuasively you speak, the language you use, which words you emphasize, and even the use of affirmative sounds and short phrases like “Yup” or “Uh-huh.”
      • Listening: You can make a good case for listening as the most important interpersonal communication skill. It covers the ability to listen attentively, whether you’re using your ears to listen “in-person” or some other means, say, over the Internet. Listening also includes special techniques like reflection and clarification. The best listeners are people who can focus their attention on the speaker to make the latter feel like they're the sole and most important person in the room.
      • The Written Word: Thanks to the Internet age and situations requiring isolation (e.g., the pandemic), good written communication skills have become an asset. Whether you're on social media, in the workplace, or even texting on your phone, you must know how to get your point across in writing. This type includes emojis, grammar, clarity, tone, and even punctuation. After all, there's a vast difference between "Let's eat, Grandma!" and "Let's eat Grandma!"
      • Non-Verbal: This final type covers body language, facial expressions, tone of voice, and gestures. Again, it's essential that the listener picks up and correctly interprets non-verbal cues.

      How to Build Interpersonal Communication Skills

      Building interpersonal communication skills can help you improve your relationships, increase your ability to collaborate effectively with others, and enhance your overall success in life. Here are some tips to help you develop them:

      1. Practice active listening: One of the most important aspects of interpersonal communication is active listening. This involves fully concentrating on what the other person is saying, without interrupting or judging them. You can practice active listening by maintaining eye contact, nodding, and asking questions to clarify their message.

      2. Use clear and concise language: Communication is most effective when it is clear and concise. Use simple language and avoid jargon or technical terms that others may not understand.

      3. Be aware of nonverbal communication: Nonverbal communication, such as body language and facial expressions, can also convey messages. Be aware of your own nonverbal cues and try to read others' body language to better understand their message.

      4. Show empathy: Empathy involves understanding and sharing the feelings of others. When communicating with others, try to put yourself in their shoes and show understanding and compassion for their perspective.

      5. Build rapport: Building rapport involves finding common ground and establishing a connection with others. This can help to build trust and enhance communication. Look for common interests or experiences, and use humor or other forms of positive reinforcement to build a positive relationship.

      6. Be open to feedback: Be open to constructive criticism and feedback from others, and use it as an opportunity to learn and grow.

      Interpersonal Communication Tips for Remote Workers

      As more people are working remotely, developing interpersonal communication skills becomes even more important to maintain relationships and collaboration. Here are some tips for remote workers to enhance their interpersonal communication skills:

      1. Use video conferencing: Use video conferencing as much as possible instead of just relying on phone calls or emails. This will help to establish a better connection with your colleagues by seeing their facial expressions and body language.

      2. Schedule regular check-ins: Make an effort to schedule regular check-ins with your colleagues to stay connected and up-to-date on projects. This can be a quick call or a virtual coffee break to chat about work and life.

      3. Practice active listening: When on a call or video conference, practice active listening by giving your full attention to the speaker, asking questions, and clarifying their message. This will help to build better communication and understanding.

      4. Use appropriate tone and language: When communicating in writing, use an appropriate tone and language to convey your message clearly.

      5. Use collaboration tools: Use collaboration tools like shared documents or project management tools to keep everyone on the same page and avoid misunderstandings.

      6. Be flexible: As remote work can be more fluid than a traditional office environment, be flexible with communication methods and schedules to accommodate different time zones or work styles.


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      Course02 Fichier
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      Interpersonal Communication Examples Chat
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      communication skills Atelier


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      Communication skills URL

  • Course 3


    • lesson icon
      Leçon
      Verbal, non-verbal and para-verbal communication Leçon

      Nonverbal communication means conveying information without using words.

      This might involve using certain facial expressions or hand gestures to make a specific point, or it could involve the use (or non-use) of eye contact, physical proximity, and other nonverbal cues to get a message across.

      A substantial portion of our communication is nonverbal. In fact, some researchers suggest that the percentage of nonverbal communication is four times that of verbal communication, with 80% of what we communicate involving our actions and gestures versus only 20% being conveyed with the use of words.

      Types of Nonverbal Communication

      While these signals can be so subtle that we are not consciously aware of them, research has identified eight types of nonverbal communication. These nonverbal communication types are:

      1. Facial expressions
      2. Gestures
      3. Paralinguistics (such as loudness or tone of voice)
      4. Body language
      5. Proxemics or personal space
      6. Eye gaze, haptics (touch)
      7. Appearance
      8. Artifacts (objects and images)

      Why Nonverbal Communication Is Important

      Nonverbal communication serves an important role in conveying meaning. Some benefits it provides include:

      • Strengthening relationships: Nonverbal communication fosters closeness and intimacy in interpersonal relationships.
      • Substituting for spoken words: Signaling information that a person might not be able to say aloud. This can be helpful in situations where a person might not be heard (such as a noisy workplace) or in therapy situations where a mental health professional can look at nonverbal behaviors to learn more about how a client might be feeling.
      • Reinforcing meaning: Matching nonverbal communication to spoken words can help add clarity and reinforce important points.
      • Regulating conversation: Nonverbal signals can also help regulate the flow of conversation and indicate both the start and end of a message or topic.

      Nonverbal communication is important because it can provide valuable information, reinforce the meaning of spoken words, help convey trust, and add clarity to your message.

      Nonverbal communication

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      Non-verbal communication Chat
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      Non-verbal communication Forum
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      Test
      Ouvert : jeudi 30 novembre 2023, 21:05
      Terminé : samedi 30 décembre 2023, 21:05
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      Atelier
      Bady language Atelier


  • Course 4


  • Course 5


    • lesson icon
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      Awareness of the cultural and intercultural environment Leçon
    • resource icon
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      Course05 Fichier
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      Importance of Cultural Awareness Chat

      The importance of cultural awareness is growing with time. Cultural awareness means understanding the dynamic values and beliefs of different cultures. For better opportunities, understanding and respecting various cultures are necessary. By doing so, people from different backgrounds can work together quickly. Lack of cultural awareness may mislead crucial decisions.

      Globalization has led to a vast impact on the expansion of businesses worldwide. Hence, organizations need to be wise to become culturally aware of dealing with international clients. As a result, organizations will work more effectively and comfortably. Cultural awareness promotes people to build successful and professional relationships in diverse backgrounds.


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      Awareness of the cultural Atelier


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      Wiki
      communication culture Wiki

  • Course 6


  • Course 7


    • lesson icon
      Leçon
      Crisis communication Leçon

      What is crisis communication?

      Crisis communication is a strategic approach to corresponding with people and organizations during a disruptive event. When a crisis occurs, proactive, quick, detailed communication is critical; a crisis communication strategy, plan and tools can ensure such communication happens.

      The need for crisis communication

      Every business should have a communication plan that documents the protocol for distributing information in a time of intense difficulty or danger. Because a business's reputation is at stake in those situations, it's important to impart information to the public -- and other stakeholders -- to ease concerns and counteract rumors or false information.

      Incident response planning diagram.
      Disaster recovery and incident response planning are often part of crisis management plans and deployed in parallel.

      For better planning and to ensure proper crisis communication, an organization should assume that it will experience a crisis at some point. Examples of events that warrant crisis management planning include on-site incidents with injury or property damage, natural disasters such as earthquakes, public incidents such as a terror attack or pandemic, as well as cybersecurity incidents including ransomware exploits and data breaches -- especially those that involve the disclosure of personally identifiable information. As certain crises such as cyber attacks have become more frequent, crisis communication increasingly is seen as a key element of business continuity and disaster recovery.

      What are the 5 stages of a crisis?

      A typical crisis includes five phases or stages:

      Phase 1: Pre-crisis. Strictly speaking, the pre-crisis phase is not part of the crisis itself. Rather, it involves planning and education that can help an organization avoid or mitigate a crisis. During this phase, the business must monitor emerging risks, anticipate possible crises, educate interested parties about possible risks and suggest actions to take in the event of a crisis. The business also reaches out to necessary authorities and groups for collaboration and future help. It creates potential messages and communication systems and tests them, and identifies the crisis communication team that will communicate during the event.

      Phase 2: Initial. During the initial phase, the crisis has started, and the organization begins communicating. Because it can be a confusing, intense period, the organization should seek to provide clear, accurate direction; provide resources for more information; and calm fears, if necessary. Even if there isn't a lot of information to provide, crisis communication is still important and should reassure people that the organization is working on a solution.

      Phase 3: Maintenance. In this phase, the organization provides crisis updates and details any ongoing risks. It also gathers feedback from anyone affected by the crisis, corrects misinformation, and continues to assess and respond to the situation.

      Phase 4: Resolution. When the crisis reaches the resolution phase, the situation has effectively ended, but recovery and communication continues. The organization should communicate how it is recovering and rebuilding, and provide more detailed information about how the crisis happened. The resolution phase is a good time to remind people how to be prepared in the event of another crisis.

      Phase 5: Evaluation. During crisis evaluation, two-way communication is important. The organization evaluates and assesses how the response went and how it could be improved in future. An after-action report comprehensively documents the crisis and response. The crisis communication plan is also reviewed and updated as needed.

      Any business that experiences a crisis must ensure communications keep flowing during every phase of the crisis. Continuous, clear communication minimizes confusion and can help to reduce chaos during crisis management and response.

      Stages of crisis management diagram.
      Crisis communication is essential to crisis management.

      How is crisis communication done well?

      Good crisis communication requires a comprehensive crisis communication plan. The plan should specify who will communicate the message and what communication channels will be used to deliver it. The organization must ensure consistency of its message so as not to confuse the intended audiences and cause harm to its reputation and brand.

      Communicators must be ready to answer questions from a variety of groups, including employees, customers and the media. Management should be kept informed about the questions being asked and the nature of social media posts about the crisis.

      Engaging an outside public relations firm can help a crisis-hit business interact with the media. However, if the organization resolves the crisis quickly enough, taking that step might not be necessary.

      Crisis communications hub diagram.
      Crisis communication should be handled using a communications hub, according to Ready.gov.

      What makes a useful crisis communication plan?

      A crisis communication plan is a comprehensive document that includes useful, timely details about the following:

      • Audiences, or the people who should receive information about the crisis.
      • Contact information for each audience.
      • Messaging.
      • Communication mediums.

      Potential audiences for crisis communication include customers, employees, media, suppliers, company management, investors, and authorities such as law enforcement, government agencies or regulatory officials.

      The contact information for key members of these audiences must be easily accessible during a crisis. It should also be comprehensive and include stakeholder names, phone numbers, addresses and email addresses. These details allow responders to share important information about the crisis with the right people, at the right time. It's important to update contact lists frequently to prevent communication gaps and delays.

      Pre-written messages are also an important feature of a useful crisis communication plan. When a crisis hits an organization, the pressure of dealing with it can make it hard to craft appropriate messages with the right words and tone. Mistakes in these areas can create confusion among stakeholders, increase chaos and even exacerbate the impact of the crisis.

      That's why it's best to create message scripts or templates in advance, when the business is not overwhelmed by a crisis. Each template should include sections to explain what happened or is happening, how the crisis affects stakeholders, what actions the stakeholders must take, and what actions the organization is taking to deal with the crisis. If the organization performs risk assessments to assess the possible impact of future crises, results of the assessments should inform the pre-written message templates.

      Another key feature that distinguishes a usable crisis communication plan is a glossary of terms relevant to the crisis. This will ensure the language used in all communications remains consistent and does not create confusion or problems during crisis response.

      In modern times, organizations have many options when it comes to communicating crisis information. It's best to include multiple options in the communication plan to maximize the reach of the messaging. For example, social media is a quick way to reach hundreds or thousands of people. However, it shouldn't be the only method, because not everyone uses social media. Similarly, some people prefer to get updates via text messaging instead of phone calls. A good crisis communication plan should cover such considerations.

      Finally, an optimal communication plan is one that is consistently reviewed, tested and updated. Regular reviews can reveal flaws and weaknesses. The company can then address those to strengthen the plan and increase preparedness for a future crisis.

      Important tools and resources for crisis communication

      When a disruptive event occurs, it's useful to have a variety of tools and resources that can help with crisis communication and mitigation. Examples include the following:

      • Communication systems or devices such as phones and fax machines.
      • Copies of emergency response, business continuity and crisis communication plans.
      • Active social media accounts to post crisis updates.
      • Site and building diagrams to facilitate quick evacuations.
      • Forms for documenting events for later analyses and investigations.
      • Message boards to share updates with employees.
      • Webmaster tools or personnel to make quick website updates.

      A call tree, also known as a phone tree, is also useful to have in the toolkit. In a manual call tree, one person calls a designated contact, then that person calls a designated contact, and so on. If the next person on the list cannot be reached, the caller continues with the next contact so that the chain does not break. This method leverages human contact and interaction, but there can be issues if people affected by the crisis cannot be reached.

      Automated call tree software is also available to minimize the calling effort and time required. The software makes simultaneous calls to numerous people, helping to reduce or eliminate possible breaks in a call tree and to reach and inform the maximum number of people.

      Learn how to build a strong crisis communication team and how to implement a communication plan. Explore the roles and responsibilities of a crisis management team and 12 key points that a disaster recovery plan checklist must include.


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      Who needs crisis communication? Chat

      Companies of all sizes, in all industries, face a growing number of threats. Due to the instantaneous nature of the online news media, it is more important than ever for organizations to be able to respond quickly and confidently instantly when a crisis emerges.

      Crisis communication is designed to connect a variety of audiences to each another, such as:

      • Employees
      • Leadership
      • Crisis management team
      •  PR team
      • IT team
      • Department heads
      • Security personnel
      • Local police & first responders
      • Government officials


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      Who needs crisis communication? Devoir
      Ouvert le : vendredi 1 décembre 2023, 00:00
      À remettre : vendredi 15 mars 2024, 00:00
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  • Test


    • quiz icon
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      Final Test
      Ouvert : jeudi 15 février 2024, 11:00
      Terminé : jeudi 15 février 2024, 12:00
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      Final Test (2)
      Ouvert : dimanche 18 février 2024, 11:00
      Terminé : dimanche 18 février 2024, 12:00

  • Reference


    References: Books

    * Adair, John. Effective Communication. London: Pan Macmillan Ltd., 2003.

    * Ajmani, J. C. Good English: Getting it Right. New Delhi: Rupa Pubications, 2012.

    * Amos, Julie-Ann. Handling Tough Job Interviews. Mumbai: Jaico Publishing, 2004.

    * Bonet, Diana. The Business of Listening: Third Edition. New Delhi: Viva Books, 2004.

    * Bovee, Courtland L, John V. Thill & Barbara E. Schatzman. Business Communication Today: Tenth Edition. New Jersey: Prentice Hall, 2010.

    * Brown, Michele & Gyles Brandreth. How to Interview and be Interviewed. London: Sheldon Press, 1994.

    * Carnegie, Dale. The Quick and Easy Way to Effective Speaking. New York: Pocket Books, 1977.

    * Collins, Patrick. Speak with Power and Confidence. New York: Sterling, 2009.

    * Fensterheim, Herbert and Jean Baer. Don't Say Yes When You Want To Say No. New York: Dell, 1975.

    * Fitikides, T. J. Common Mistakes in English. London: Orient Longman, 1984.

    * Guffey, Mary Ellen. Essentials of Business Writing. Ohio: South- Western College Pubg., 2000.

    * Hall, Edward, T. Beyond Culture. Garden City, N.Y.: Doubleday, 1976.

    * Hall, Edward, T. The Silent Language. Greenwich, Conn,: Fawcett, 1959.

    * Hasson, Gill. Brilliant Communication Skills. Great Britain: Pearson Education, 2012.

    * Hughes, Shirley. Professional Presentations: A Practical Guide to the Preparation and Performance of Successful Business Presentations. Sydney: McGraw-Hill, 1990

    * Kalish, Karen. How to Give a Terrific Presentation. New York: AMACOM, 1996.

    * Kratz, Abby Robinson. Effective Listening Skills. Toronto: ON: Irwin Professional Publishing, 1995.

    * Kroehnert, Gary. Basic Presentation Skills. Sidney: McGraw Hill, 2010.

    * Lesikar, Raymond V and Marie E. Flatley. Basic Business Communication: Skills for Empowering the Internet Generation: Ninth Edition. New Delhi: Tata McGraw-Hill, 2002.

    * Lesikar, Raymond V., & John D. Pettit, Jr. Report Writing for Business: Tenth Edition. Delhi: McGraw-Hill, 1998.

    * Morgan, Dana. 10 Minute Guide to Job Interviews. New York: Macmillan, 1998.

    * Monippally, Matthukutty, M. Business Communication Strategies.

    New Delhi: Tata McGraw-Hill Publishing Company Ltd., 2001.

    * Moore, Ninja-Jo, et al. Nonverbal Communication: Studies and Applications. New York: Oxford University Press, 2010.

    * Nelson, Paul E. & Judy C. Pearson, Confidence in Public Speaking.

    * Neuliep, James W. Intercultural Communication: A Contextual Approach. Boston: Houghton Mifflin Co., 2003.

    * Prasad, H. M. How to Prepare for Group Discussion and Interview. New Delhi: Tata McGraw-Hill Publishing Company Limited, 2001.

    * Pease, Allan. Body Language. Delhi: Sudha Publications, 1998.

    * Raman, Meenakshi & Sangeeta Sharma. Technical Communication: Principles and Practice. Second Edition. New Delhi: Oxford University Press, 2011.

    * Rogers, Natalie. How to Speak Without Fear. London: Ward Lock, 1982.

    * Rutherford, Andrea J. Basic Communication Skills for Technology: Second Edition. Delhi: Pearson Education, 2007.

    * Seely, John. Writing Reports. New York: Oxford University Press, 2002.

    * Sharma, R. C. & Krishna Mohan. Business Correspondence and Report Writing: Third Edition. New Delhi: Tata McGraw-Hill Publishing company Limited, 2007.

    * Thill, John V. & Courtland L. Bovée, Excellence in Business Communication, 10th edition. Boston : Pearson, 2013.

    * Thorpe, Edgar & Showick Thorpe. Winning at Interviews. 2nd Edition. Delhi: Dorling Kindersley, 2006.

    * Turton, N. D. & J. B. Heaton. Longman Dictionary of Common Errors. Essex: Longman, 1987. First Indian Edn. 1998.

    References: Web Links

    *  http://networketiquette.net/

    *  https://public.wsu.edu/~brians/errors/

    *  http://users3.ev1.net/~pamthompson/body_language.htm* http://www.albion.com/netiquette/corerules.html

    *  http://www.bbc.co.uk/worldservice/learningenglish/radio/specials/15 35_questionanswer/page15.shtml

    *  http://www.colostate.edu/Depts/Speech/rccs/theory44.html* http://www.dailywritingtips.com/

    *  http://www.englishdaily626.com/c-errors.php

    *  http://www.indiabix.com/group-discussion/topics-with-answers/* http://www.owlnet.rice.edu/~cainproj

    *  http://www.thehumorsource.com

    *  http://zzyx.ucsc.edu/~archer/intro.html


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