INTERPERSONAL COMMUNICATION SKILLS

SEPTEMBER 19, 2014

AAP TUTORS + MENTORS

INTRODUCTIONS

What kitchen appliance or utensil are you?

REMINDERS & UPDATES

AAP Tutors:

• Class Visits are due!

• Tutor Evaluation Week

• Mid-Semester Reviews begin Sept. 29th

AAP Mentors:

• AAP Writing Workshop is on Monday, September 22nd

• Next Mentor/Tutor Meeting is Friday, October 10th

• Update weekly contacts w/ mentees on Google Docs (Google Docs will be verified at the end of every month)

OVERVIEW

• What is interpersonal communication?

• Communication model

• Active listening

• Asking the right questions

• Effective communicating

WHAT IS INTERPERSONAL COMMUNICATION?

“Interpersonal communication is the process

by which people exchange information, feelings, and

meaning through verbal and non-verbal messages: it

is face-to-face communication. Interpersonal

communication is not just about what is actually said -

the language used - but how it is said and the non-

verbal messages sent through tone of voice, facial

expressions, gestures and body language.”

http://www.skillsyouneed.com/ips/interpersonal-communication.html

HUH?

INTERPERSONAL COMMUNICATION IS….

WHAT YOU SAY MATTERS…

BUT HOW YOU SAY IT MATTERS MORE!

BY THE END OF THIS PRESENTATION…

You will have mastered the art of interpersonal communication by:

(1) Learning how to effectively listen & respond verbally

(2) Learning how to effectively communicate using non-verbal cues

WHAT ARE SOME

COMMUNICATION BARRIERS OR

CHALLENGES THAT CAN OCCUR

WHEN DEALING WITH STUDENTS?

99 PROBLEMS…

Distractions

Information Overload

Lack of information

Reluctance to participate

Lack of clarity

Lack of confidence

Use of negative language

Negative perception of other speaker

Inflexible communication style

Bad manners

11-99………………………….

99 PROBLEMS : 3 SOLUTIONS

Active listening

Asking the right questions

Using effective verbal and non-

verbal cues

IN YO’ FACE!

http://www2.cortland.edu/dotAsset/c1a635f6-a099-4ede-8f15-79b86e315088.pdf

HEARING VS. LISTENING

Hearing • Passive • Just happens • Preoccupied with own

thoughts • Not fully focused or

understanding • Grasp limited or selective

pieces of information

Listening • Active • Choice • Fully focused • Tries to understand the

entirety of the speaker's point

http://www.livestrong.com/article/83661-difference-between-hearing-listening/

SHUT YO’ MOUTH

Effective Communicators = Good Listeners

WHAT ARE SOME ACTIVE LISTENING TECHNIQUES?

ACTIVE LISTENING TECHNIQUES

• Limit physical and mental distractions

• Make the decision to focus on the person

• Be non-judgmental

• Don’t interrupt!

• Wait for pauses to ask questions

• Give the person time to process your questions

• Don’t assume a person has no response, s/he may be

processing and composing an answer

ACTIVE LISTENING TECHNIQUES CONT…

• Provide Feedback

• Nod your head, smile, or say something in response

(“okay”)

• Listen to the words used

• Mostly negative? Positive?

• Understand the context of the words / situations

• Listen to what isn’t being said

• Summarize the speaker’s points

http://www.forbes.com/sites/womensmedia/2012/11/09/10-steps-to-effective-listening/

I cannot teach anyone anything. I can only make them

think.

- Socrates

SOCRATIC METHOD

WHAT ARE CHARACTERISTICS OF AN AWESOME QUESTION?

AN AWESOME QUESTION….

Is relevant and appropriate

Is clear and concise

Is engaging

Assesses or addresses

her/his situation

Allows the speaker to

think critically

GOOD, BETTER, BEST

• Does that make sense?

• How are you? Good

• Can you please summarize what I just explained?

• Last time you mentioned “X”, how is that going? Better

• If “A” leads to “B” then what happens next and why?

• Did you manage to come up with any strategies that would help you with “X” situation?

Best

ACTIVITY!!!

In your group create a student – tutor or mentor situation.

Next, create a series of Good, Better, Best Questions that you would ask him or her.

I.e. A tutee is having difficulty multiplying numbers.

- A mentee is struggling with time management.

VERBAL AND NON-VERBAL TECHNIQUES

COMMUNICATIONS PYRAMID

VOCABULARY

• Know your audience

• Speak to your audience in away that they can understand

• Avoid words / topics that may be offensive

• Be clear and concise

• You are not accepting an award at the Golden Globes

TONE

• Match your intonation to the situation

• Student: “My hamster died.”

• Mentor: “I’m so sorry!!!”

• Be friendly

• Be genuine

• Be non-judgmental

• Be encouraging and responsive

“Research shows that when a person sends a mismatched message–where nonverbal and verbal messages are incongruent—recipients almost always believe the predominant nonverbal message over the verbal one.”

– Forbes Magazine

March 11, 2013

NON-VERBAL CUES

NON-VERBAL CUES

NON-VERBAL CUES

NON-VERBAL CUES

NON-VERBAL CUES

Facial Expressions

Body Language

Gestures

IN SUMMARY:

Active Listening

Asking the Right Question

Verbal & Non-

Verbal Cues

Master

Communicator!

QUESTIONS?

QUESTIONS?

QUESTIONS?

QUESTIONS? QUESTIONS?

QUESTIONS?