Immigration and Citizenship Canada Funded Seminar on Education and Qualification - Prof. Peivand Pirouzi - Training on Career Competencies in Canada for Immigrants and refugees - Communication Skills

2018-05-04
1
CAREER COMPETENCIES IN
CANADA
COMMUNICATION SKILLS
Prepared and Presented by:
Pr. Peivand Pirouzi, Ph.D., MBA, CCPE, Cert. Psychiatry
Lead Educational and Career Mentor
2018

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NYCH Leadership Program, 2018
©Peivand Pirouzi, 2018

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NYCH Event, 2018

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NYCH Event, 2018

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Universal Employability Skills
1. Leadership/Management Skills
2. Communication Skills
3. Teamwork Skills
4. Self-Motivated/Ability to work with little or no supervision
5. Problem-Solving/Decision-Making, Reasoning/Creativity skills
6. Dedication/Hardworking/Work Ethic
7. Planning/Organizing Skills
8. Dependability/Reliability/Responsibility
9. Adaptability
10. Availability/Flexibility
11. Honesty/Integrity/Morality - Character Counts!
12. Computer/Technical Skills
13. Interpersonal Abilities

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Universal Employability Skills
13. Self Presentation Skills
14. Multi-Tasking Skills
15. Positive Attitude/Motivation/Energetic
16. Self-Confidence
17. Leadership/Management Skills
18. Multicultural Sensitivity/Awareness
19. Loyalty
20. Professionalism
21. Willingness to Learn
22. Customer Service Skills
23. Common Sense

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Employability
 Having and using your life skills and abilities to be
hired and stay hired.
 (Truth) Most people change careers at least 5-7
times in their lives. Skills developed in one job can
be used in different lines of work or industries.

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 1. Present positive qualities
 2. Communicate effectively with ALL
employers, co-workers, and consumers
(i.e. customers, clients, patients, users, etc.)
 3. Meet your responsibilities at work

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What are employability skills?
 Knowledge in a specific career
 Ability to perform a specific job
 Examples:
 An electrician knows wiring
 An auto mechanic knows engine repair

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Includes Life Skills
 1. Decision Making - Shows you know how to
evaluate options.
 2. Problem Solving - Shows leadership role to find a
positive solution.
 3. Goal Setting - Shows you know how to set up a
plan to achieve specific goals.©Peivand Pirouzi, 2018

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 4. Critical Thinking - Shows you know how to be
objective and think logically
 5. Communicating Effectively - Shows you know how
to work with others.

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Communication Skills

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Session objectives
Communication Process
Verbal Communication
Nonverbal Communication
Decoding Body Language
Leadership Skills

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May 18
Goal of Communication
Mutual
Understanding

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May 18
What are the most common ways
we communicate?

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May 18
Detailed Communication Process
Do we really need to talk?
Message Channel
Source Receiver
Feedback Channel
MESSAGEMESSAGE
Distortion

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May 18
Face to Face Communication
7%
38%
55%
Words . . . . . Tone of Voice . . . . . Body Language
Percentage of the Message ...

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70 % or all our communication efforts are:
misunderstood, misinterpreted, rejected,
disliked, distorted, or not heard (in the same
language, same culture)!
“Keep the positive influence when communicating”

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May 18
Assertiveness is the ability to
communicate clearly and directly what
you need or want
Nonassertive----Assertive----Aggressive
(no influence) (Positive (Negative
influence) influence)
Communication Styles

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May 18
3 Styles...
Assertive •Pushing hard
without attacking
• permits others to
influence outcome
• expressive and
self-enhancing
without intruding
on others
•Good eye contact
• Comfortable but firm
posture
• Strong, steady and
audible voice
• Facial expressions
matched to message
• Appropriately serious
tone
• Selective
interruptions to ensure
understanding
•Direct and
unambiguous
language
•No attributions or
evaluations of
others’ behavior
•Use of “I”
statements and
cooperative “we”
statements
Communication Nonverbal Behavior Verbal Behavior
Style Description Pattern Pattern

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May 18
Aggressive • Taking advantage
of others
• Expressive and
self-enhancing at
others’ expense
• Glaring eye
contact
• Moving or leaning
too close
• Threatening
gestures
• Loud Voice
• Frequent
interruptions
•Swear words and
abusive language
• Attributions and
evaluations of
others’ behavior
• Sexist or racists
terms
• Explicit threats
or put-downs

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May 18
Nonassertive • Encouraging
others to take
advantage of us
• Inhibited
• Self-denying
• Little eye contact
• Downward
glances
• Slumped postures
• Constantly
shifting weight
• Weak voice
• Qualifiers
(“maybe,” “kind
of” )
• Fillers (“uh,”
“you know,”
“well”)
• Negates (“it’s
really not that
important,” “I’m
not sure”)

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Group Exercise
 In groups of 2, one learner needs to talk about
his/her challenges to find a job in Canada for 5
minutes.
 The other learner will take notes and will let the first
learner know about his/her communication style.
 Is this communication style successful in a job
interview?
 If not, what you propose to change?

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May 18
Sarcastic
Appears to agree, but actions don't
follow
Not a team player
Always cite others in a negative way
Passive-Aggressive
Another style…

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May 18
All messages do not reach the
receiver due to “distortion”
Sender Receiver
Feedback
Distortion

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May 18
What causes distortion to
understanding / listening?
 Encoding and decoding
errors
 Personal differences
 Perception
 Gender differences
 Noise (environmental,
physiological, emotional)
 Absence of feedback
 Poor listening skills
 Defensiveness

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May 18
Perception
The process by which we
select
organize
evaluate
and judge
to make things meaningful for ourselves

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May 18
Perception
Benefits
 Limits, selects, and organizes overwhelming
amount of stimuli (i.e. common interest)
Drawbacks
◼ Prevents seeing everything that’s there
◼ Makes our interpretations questionable

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May 18
Face to Face Communication
7%
38%
55%
Words . . . . . Tone of Voice . . . . . Body Language
Percentage of the Message ...

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May 18
Nonverbal Communications
Eye Contact
Facial
Expression
Environment
Physical
Appearance
Body
Language

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May 18
Not only do we form our opinions over such a short
period of time but our conclusions are drawn not
from what a person says but 93% of our insights
are concluded from non verbal communication.
10-20 seconds
5 minutes
 make a favorable first impression
 to confirm and establish a positive
relationship
Body Language: forming our opinion

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May 18
Understanding the impact of our subliminal communication
is key to our confidence and success whether we have to:
•go for a job interview
•make a presentation
•introduce a new product or idea
•influence a decision maker
•lead a team
•Negotiate
Applications

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May 18
Body language includes…
 Face
 Figure
 Focus
 Territory
 Tone
 Time
Each of these is described in the following slides…

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May 18
Body language - face
 Face includes:
 Your expressions
 Your smile (or not!)
 Tilt of the head; e.g., if your head is tilted to one
side, it usually indicates you are interested in what
someone is saying
What message are you sending if someone is presenting a
new idea and you are frowning?

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May 18
Emotion
Facial Expressions
Neutral Anger Disgust Fear
Happy Sad Surprise Neutral

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May 18
Lack of Facial Expressions:
What comes first to your mind?
Neutral Anger Disgust Fear
Happy Sad Surprise Neutral

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May 18
Body language - figure
 Figure includes:
 Your posture
 Your gestures
 Your clothes and accessories such as jewelry
What message are you sending if you are dressed casually
at an important meeting?

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May 18
Body language - focus
 Focus is your eye contact with others
 The perception of eye contact differs by culture.
 For most Americans…
 Lack of eye contact can make you appear weak or not
trustworthy
 Glasses may interfere or enhance eye contact
What message are you sending if you are looking at other
things and people in a room when someone is speaking to
you?

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May 18
Body language - territory
 Territory focuses on how you use space. It is also
called proxemics.
 The perception of territory differs by culture
 Most Americans are comfortable with an individual
space that is about an arm’s length in diameter
What message are you sending if you keep moving closer to
a person who is backing away from you?

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May 18
Body language - tone
 Tone is a factor of your voice
 Pitch is the highness or lowness of voice
 Volume is how loud your voice is
 Emphasis is your inflection
What message are you sending if during a disagreement you
start speaking very loudly?

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May 18
Body language - time
 Time focuses on how you use time. It is also called
chronemics.
 Pace is how quickly you speak
 Response is how quickly you move
 Punctuality is your timeliness
What message are you sending if you are consistently late
for meetings?

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May 18
DECODING BODY LANGUAGE
The 4 basic modes of body language in discussions
OPEN vs. CLOSED: open body, open arms, open hands vs. arms folded , legs crossed
FORWARD/BACK: leaning forward vs. sitting/moving back

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May 18
RESPONSIVE
The 4 basic modes of body language
ENGAGED
leaning forward
open body
open arms
open hands
EAGER
(sprint position)
open legs
feet under chair
on toes
leaning forward
READY TO AGREE
closes papers
pen down
hands flat on table
REFLECTIVE LISTENING
head tilted
lots of eye contact
nodding
high blink rate
EVALUATING
sucks glasses/pencil
strokes chin
looks up and right
legs crossed
(ankle on knee)
ATTENTIVE
(standing)
arms behind back
smile
open feet

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May 18
The 4 basic modes of body language
FUGITIVE BORED
staring into space
slumped posture
doodling
foot tapping
LET ME GO
feet towards door
looking around
buttoning jacket
REJECTION
sitting/moving back
arms folded
legs crossed
(thigh on knee)
head down
frown
DEFENSIVE
(standing)
feet pointing in
hands clenched
COMBATIVE LET ME SPEAK
finger tapping
foot tapping
staring
AGGRESSIVE
leaning forwards
finger pointing
fists clenched
DEFIANT
(standing)
hands on hips
frown
LYING
touches face
hand over mouth
pulls ear
glances at you
shifts in seat

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May 18
Other helpful techniques to foster
communication
Maintain eye
contact
Make encouraging
statements
Nod Your Head
Keep an open
body position
Repeat a sentence
or part of one
Repeat the last
word or two of the
prior speaker

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May 18
… like Active Listening
 Paraphrasing
 Reflecting implications
 Reflecting underlying feelings
 Inviting further contributions
 Using nonverbal responses

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May 18
Advice to Improve Nonverbal
Communication Skills
• Maintain eye contact
• Nod your head to convey that you are listening or that
you agree
• Smile and show interest
• Lean forward to show the speaker you are interested
• Use a tone of voice that matches your message
Positive Nonverbal Actions Include:

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May 18
Advice to Improve Nonverbal
Communication Skills (cont)
•Avoiding eye contact and looking away from the
speaker
• Closing your eyes or tensing your facial muscles
• Excessive yawning
• Using body language that conveys indecisiveness or lack
of confidence (e.g., slumped shoulders, head down, flat
tones, inaudible voice)
• Speaking too fast or too slow
Negative Nonverbal Actions Include:

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End of Session

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CAREER COMPETENCIES IN
CANADA
COMMUNICATION SKILLS
Presented by:
Pr. Peivand Pirouzi, Ph.D., MBA, CCPE, Cert.
Psychiatry
Lead Educational and Career Mentor
2018
Pirouzi@Hotmail.com
www.linkedin.com/in/pirouzi

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Immigration and Citizenship Canada Funded Seminar on Education and Qualification - Prof. Peivand Pirouzi - Training on Career Competencies in Canada for Immigrants and refugees - Communication Skills