Workshop titled ‘Effective and Efficient Communication’ was held: Listening is a choice
Participants of the Creative Leaders Mentorship Programme attended an online workshop on “Effective and Efficient Communication,” led by Nemanja Ernjaković, a learning and development consultant
The workshop was the first in a series of planned sessions as part of the Educational Programme within the Creative Leaders Mentorship Programme, supported by the British Council through the “Culture and Creativity for the Western Balkans” (CC4WBs) project. This project is funded by the European Union and aims to foster dialogue in the Western Balkans by strengthening cultural and creative sectors to increase their socio-economic impact.
The workshop on “Effective and Efficient Communication” opened with a breakdown of the fundamental elements of communication:
- Purpose – Why do we engage in communication, and what do we want to achieve?
- Behavior – What do we say, and how do we act?
- Effect – What result do we create with our communication, both in the short and long term?
The style of our communication either facilitates or hinders the other person’s understanding of what we are trying to convey. Aggressive communication, for instance, makes us seem off-putting and prevents deeper connections and quality relationships. It often carries a judgmental tone, especially when criticism is directed at the person rather than their behavior or actions. On the other hand, passive communication leads to constant feelings of being misunderstood or unheard, resulting in discomfort and diminished self-worth. Communication experts highlight the increasing use of a combination of these two styles—passive-aggressive communication—where aggression, anger, frustration, and dissatisfaction are expressed indirectly and “between the lines”. The balance between these two extremes lies in assertive communication.
Workshop participants had the opportunity to analyze different communication models and explore the significant role emotions play in everyday interactions. After an engaging discussion, they concluded that assertive behavior is the best approach to communication. This method allows us to express our opinions, defend our rights, and advocate for our needs and views clearly, while also respecting the opinions and emotions of the person we’re communicating with.
During the workshop, participants were introduced to several practical techniques for assertive communication:
- “Count to 10” or the practice of “Not reacting immediately”,
- The “Pillow Technique” which helps soften conflicts and reach common solutions by expressing our stance while understanding and accepting the other person’s perspective,
- The “Open Questions” tool, which was highlighted by Dragana Jevtić, Director and Founder of Creative Mentorship organization, as one of the primary mentoring tools. Open questions enable mentors to gain a broader perspective through more open and detailed answers, ultimately supporting mentees’ development more effectively.
- “I Statements” – a method for expressing personal emotions and thoughts without attacking or undermining the other person.
Empathy: The Core of Active Listening
Expressions like “One mouth, two ears” or “Listen twice as much as you speak” remind us of the importance of active listening, which is a core technique of assertive communication. Active listening requires us to be fully present in the moment when communicating with another person.
However, the key message of this workshop was that empathy is the highest and deepest form of active listening.
Empathy is not just a technique, but our ability to fully understand and resonate with the feelings of another person. It positively impacts communication quality, builds trust, and strengthens relationships between people. Listening with empathy is a conscious decision—to dedicate ourselves to the speaker and acknowledge their emotions, creating space for more authentic and productive interactions in both personal and professional settings.
Video recommendation: Brené Brown on Empathy – YouTube
Caption for the video: Dr. Brené Brown reminds us that we can only create true, empathetic connections when we are brave enough to confront our own vulnerabilities.
Here are just some of the participants’ impressions from the workshop:
‘The workshop was really well-organized and gave us a clear overview of different communication techniques and strategies. Working in groups helped us apply what we learned, and the focus on active listening was especially useful. The practical examples and the relaxed, safe environment for discussion and exchange made the experience both engaging and enjoyable. I’ll definitely be using these skills in my work.’
‘It wasn’t just about learning new communication techniques; it also highlighted the importance of mutual understanding and respect in all interactions. This was a valuable insight and a great reminder that effective communication is essential not only in professional settings but also in our personal lives. I left feeling inspired and equipped to approach conversations with a fresh perspective. ‘
Conclusion: Practice Makes Perfect
Workshop participants were introduced to various techniques for improving communication skills and realized that developing empathy is a long-term investment, leading to better communication, stronger interpersonal connections, and ultimately personal success.
As emphasized during the workshop, skills like assertive communication and empathy require continuous practice and development, initially in a safe environment, so they become part of our everyday routine and feel natural when applied. Listening, therefore, is far more than a passive action—it’s a conscious choice and decision to connect with people on a deeper level, which is the key to successful communication in all areas of life.
