Communicating with Citizens How to bring the message

Communicating with Citizens How to bring the message across effectively Pascal Hildebert & Marcello Mereu European Commission, 16 March 2006

Agenda n n n Introduction and general objectives The challenges of communication What is communication? Styles and techniques to enhance our communication …a few little pieces of advice

Exercises: n Illusion of evidence n Storytelling

The challenges of communication: n n Filtering information and the process of Scotoma (reticular activating system). Differences in perception. What seems evident and obvious to us is not necessarily so for our listeners, the recipients of the information. We need to be precise in the information we give.

What is communication? n n To organise and manage information, to express and convey concepts efficiently and clearly, to understand feedback, adapting the language (verbal and non verbal). Communication means being able to express, receive and exchange ideas in an effective manner

Communication styles & techniques: How to investigate perceptions: Active listening/Rephrasing (Avoid misunderstandings!) n Open questions/Never Assume Always Ask (Let people talk!) n

Communication styles & techniques: n n Body Language/Mirroring Presentation skills (eye contact, things to avoid…)