snezana milisavljevic - public relations

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Who are you?

Your career or what do you do for living? What do you want to do? Why did you choose this module, what

do you expect… Your good and your bad attributes, what

do you dream of… Tell us your First Name, Last Name and your nickname

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We listen carefully one another! While one is speaking the rest are

listening! Everyone is actively involved in the

work! We are expressing our and respecting

others opinions! We have positive attitude! Respect the clock! Turn off your mobile phones!

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“When you find a man that’s worth talking to, and you don’t talk, you lost a man. When you find a man that’s not worth talking to, and you talk, you lost your words. A wise man doesn’t lose a man nor his words” (Confucius)

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characteristic announcing public relationsUsing media Buying time and space Relies on acquiring media

attention

Control messages Strict control of content and choosing of the moment

Relatively weak control

Authenticity of the message

Relatively low authenticity High level of reception

Type of targeted public Narrow circle of targeted public Concrete public or group

Focus of activities Market or selling orientation Orientated to attitude or situation

Time scale Relatively short time limited goals

Short time limited as well as long time limited goals

Valuing Established technique of valuing Relatively limited methods

Paying to the agency Agencies usually pay with media provision

Agencies are paid according to price-list of the services

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““Bang the gong and sell your candiesBang the gong and sell your candies.” .” ((Chinese folks Chinese folks

sayingsaying))

““Look for their dominative passion or their Look for their dominative passion or their dominant defects and then you will know dominant defects and then you will know which bait you are suppose to use to which bait you are suppose to use to ‘catch’ them.‘catch’ them.” ” (Lord (Lord ChesterfieldChesterfield))

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Sender Message Chanell Receiver

Information

Communication

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Art of communication is crucial for making successful relations between people, no

matter if it’s about family relations or on professional level.

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Communication in the widest meaning of the

word it understanding between people.

Under communication is also mechanism of mutual Under communication is also mechanism of mutual message exchange, by witch are also human relations message exchange, by witch are also human relations (business, personal an others) exist an develop.(business, personal an others) exist an develop.

It is willing relation between equals at witch connection It is willing relation between equals at witch connection between them is realized with verbal, visual and other between them is realized with verbal, visual and other signs.signs.

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Communication is process of making connections Communication is process of making connections between people.between people.

Communication is an activity. Communication is an activity.

You learn You learn

communicationcommunication

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83%83%

11%11%

3,5%3,5%

How do we learn and How do we learn and receive information?receive information?

1,5% 1,5%

1%1%

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1010%%

20%20%

30%30%

How do we keep How do we keep information?information?

50% 50%

70%70%

90%90%67

Elements of communication Elements of communication systemsystem ((Philip Philip KotlerKotler))

I I SIDES IN COMMUNICATINGSIDES IN COMMUNICATING1. 1. Communicator (sender of information)Communicator (sender of information)2. 2. Receiver (the one who receives information)Receiver (the one who receives information)

II II INSTRUMENTS OF COMMUNICATINGINSTRUMENTS OF COMMUNICATING3. 3. Information (message)Information (message)4. 4. Communication channel (receiver)Communication channel (receiver)

IIIIII FUNCTIONS OF COMMUNICATINGFUNCTIONS OF COMMUNICATING5. 5. Coding (creating the message)Coding (creating the message)6.6. Encoding (departure) the message Encoding (departure) the message7. 7. Decoding (receiving and rendering the message)Decoding (receiving and rendering the message)8. 8. Re-encoding (replying)Re-encoding (replying)9.9. Return team (communication interaction process) Return team (communication interaction process)

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Verbal communication

Nonverbal communication

Para-verbal communication69

Warm up Tangle Climax Catastrophe Outcome Epilogue

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Communication espionage (getting information on associate)

Professional pocketbook and a notebook

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Presentation Making relations Asking question Expressing Pointing Building bridges Defining and suggesting solutions

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Conflict of interests, styles and personalities

Understanding the conflicts Solving the conflicts

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Confrontation Interpretation Explanation Illustration Confirmation Making decisions process

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Win-Win Win-Lose Lose-Win Dead end

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Thank you

Good bye

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(speech of personality and body)(speech of personality and body) – – is mostly is mostly unknowingly and automatic sending unknowingly and automatic sending information by signal about feelings, information by signal about feelings, attitudes, opinion…attitudes, opinion…

Enables people to communicate without using Enables people to communicate without using words:words:

1.1. Visual Visual ((by sight senseby sight sense))

2.2. Touch wayTouch way ((by touching and other physical by touching and other physical contactscontacts))

3.3. By smellBy smell ((food, drink, human body, food, drink, human body, ambient…ambient…))

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1.1. Eye contactEye contact

2.2. Face expressionsFace expressions

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3. 3. Head movesHead moves

4. 4. Gestures and body movesGestures and body moves

5. 5. Body attitudeBody attitude

6. 6. Distance and orientationDistance and orientation

7. 7. Touch addressingTouch addressing81

8. 8. Appearance and builtAppearance and built

9. 9. Using timeUsing time

10. 10. Nonverbal aspects of speechNonverbal aspects of speech

11. 11. Culture aspects of nonverbal Culture aspects of nonverbal communicationcommunication

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Mimicry

Body position

Gestures

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Alongside verbal and nonverbal, in Alongside verbal and nonverbal, in nowadays Para-verbal communication is nowadays Para-verbal communication is looked like a special third form of looked like a special third form of communication.communication.

Para-verbal is emotional impression that Para-verbal is emotional impression that we leave with strenght, speed, tone of the we leave with strenght, speed, tone of the speech.speech.

Information are exchanged in verbal way Information are exchanged in verbal way and mutual relations through nonverbal, and mutual relations through nonverbal, Para-verbal and emotional aspect.Para-verbal and emotional aspect.

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By the way they process information By the way they process information persons can be visual, persons can be visual, auditive, and auditive, and kinestetickinestetic (muscle moves) type. (muscle moves) type.

People aren’t strictly in either of these People aren’t strictly in either of these groups, we are all combination of those groups, we are all combination of those three, and mostly two.three, and mostly two.

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Deep voiceDeep voice Slow talkSlow talk Longer pausesLonger pauses

Using Using kinestetic “predicates”kinestetic “predicates”

- “- “feelfeel...”...”

- “- “be in touchbe in touch...”...”

- “- “touching pointtouching point...”...”

- “- “push away from yourselfpush away from yourself...”...”

Words that indicate emotional Words that indicate emotional conditions and/or those that conditions and/or those that are connected to touch senseare connected to touch sense

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• High voiceHigh voice• Accelerated speechAccelerated speech• Often jumping from theme Often jumping from theme

to themeto theme• Expressed gesticulation, Expressed gesticulation,

often “draws” in the air the often “draws” in the air the thing that he is talking thing that he is talking about…about…

• Using visual “predicates”Using visual “predicates”

- “- “seesee...”...”

- “- “focusfocus...”...”

- “- “perspectiveperspective...”...”

- “- “by planby plan...”...”

- “- “in the light of thatin the light of that...”...”

Words that express pictures or Words that express pictures or visual impressionsvisual impressions

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• Moderate and modulated voiceModerate and modulated voice• Steady speechSteady speech• They always begin their stories They always begin their stories

with “in the beginning”with “in the beginning”• Gesticulation “as on phoneGesticulation “as on phone• Using Using auditiveauditive “predicates” “predicates”

- “- “HearHear...”...”

- “- “ListenListen...”...”

- “- “Have a good earHave a good ear...”...”

- “- “HarmonicHarmonic...”...”- “- “TalkTalk...”...”

Words that are designating sound Words that are designating sound impressions and musical metaphorimpressions and musical metaphor

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Nonverbal:

-Gestures-Mimics-Posture

Para-verbal:

-Tone-Pause-Strength-Speed-etc.

Verbal:

- Metaphores- Term- Values- Goals

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Pacing

Intellectual level

Emotional level

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To successfully understand your client, buyer or other recipient, you need to develop empathic abilities – abilities of decentration, in other words, putting yourself in collocutors place and looking into situation the way he sees, feel and understand it.

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1. Understanding people and people nature1. Understanding people and people nature

People are before anything occupied with People are before anything occupied with themselves an not with you!themselves an not with you!

2.2. Skill in having conversationSkill in having conversation

Witch theme is most interesting to Witch theme is most interesting to them them

ThemselvesThemselves!!

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33. . How to make other people feel importantHow to make other people feel important

Listen to themListen to them Give them complimentsGive them compliments Talk to them by nameTalk to them by name Describe themDescribe them Make a pause before answeringMake a pause before answering Use their wordsUse their words Thank themThank them Address to everyone in the groupAddress to everyone in the group

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4. 4. How to compensate your How to compensate your opinionopinion

Be accommodatingBe accommodating Tell them when you agreeTell them when you agree Don’t tell them when you don’t agreeDon’t tell them when you don’t agree Admit when you are wrongAdmit when you are wrong Keep yourselves from arguingKeep yourselves from arguing Don’t take part in “hot” argumentDon’t take part in “hot” argument 94

5. 5. How to perfect listening artHow to perfect listening art

Look in the eyesLook in the eyes Bend over to your collocutor and listen carefullyBend over to your collocutor and listen carefully Ask questionsAsk questions Stick to the themeStick to the theme Don’t interruptDon’t interrupt

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6. 6. How to effect people positivelyHow to effect people positively

Find out what do they care about and what do Find out what do they care about and what do they like!they like!

7.7. How to successfully convince people How to successfully convince people

Talk about others experience!Talk about others experience!

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8. 8. How to successfully convert peopleHow to successfully convert people

Give them reason to say “yes”Give them reason to say “yes” Ask them questions they can answer with Ask them questions they can answer with

“yes”“yes” Give them chance to pick between two positive Give them chance to pick between two positive

answersanswers Make them know that you expect positive Make them know that you expect positive

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6. 6. How to gain sympathy from How to gain sympathy from people people

Smile honestly to people!Smile honestly to people! 7. 7. How to make a good first impressionHow to make a good first impression Be honestBe honest Evince enthusiasmEvince enthusiasm Don’t be petrifiedDon’t be petrified Don’t rise yourselves by lowering othersDon’t rise yourselves by lowering others Don’t direct hits to others and don’t Don’t direct hits to others and don’t

criticizecriticize

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Few years ago, The Book of Lists identified 14 biggest human fears. Number six was death.

Fear number one was appearance in front of a group of people!

People feared public appearance more than death!

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2. 2. Make a map of your mindMake a map of your mind!!

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