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1

Interpersonal

Communication

GXEX1406

Thinking and Communication Skills

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Introduction

Interpersonal communications means

"showing appropriate ways to exchange your

ideas and needs."

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Introduction - Cont.

A student demonstrates appropriate

application of this skill when he / she can do

a good job of presenting both sides of an

issue, showing how both sides feel and

interact, showing respect, using appropriate

language, not using "put downs", and using

strategies such as "I messages" and refusaltechniques.

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Introduction - Cont.

Some examples of activities that help to build

this skills include skills, role plays, dialogue,

and puppet shows.

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Agenda

Interpersonal Communication Primer

Interpersonal Communication Skills

Communication StylesCommunication during a crisis

Functions of interpersonal communication

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Vocabulary

interpersonal

of relationships between people:

concerning or involving relationships betweenpeople

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Vocabulary - Cont.

Communicate (from Latin word to share)

exchange information: to give or exchange

information, for example, by speech or writing

convey: to transmit or reveal a feeling or thought byspeech, writing, or gesture so that it is clearly

understood

understand one another: to share a good personal

understanding.

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Vocabulary - Cont.

Communication

exchange of information: the exchange of

information between individuals, for example,by means of speaking, writing, or using a

common system of signs or behavior.

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Five methods of

communication

Written word

Spoken word

Visual imagesMultimedia

Symbolic gesture

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The 6 written communication

methods

1. memo less formal than letter, more likely to be read,not confidential

2. notice boards may never be read, good for staff-to-staff

3. letter to staff private, personal, lends weight to its

subject4. e-mail private, less formal than letter, less likely to be

kept like letter

5. faxes personal, public

6. internal newsletter public, not for bad news, useful forminor but necessary news

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The 5 verbal communication

methods

1. telephone immediate, informal, private

2. one-to-one meeting confidential, more formal than

phone call

3. departmental or inter-departmental meeting forgroup interaction, for discussion

4. presentation persuasive, one-sided (control

interruptions)

5. company meeting for very important news,

everyone hears at the same time

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Basic concepts

Sender

Message

MediumRecipient

Feedback

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Interpersonal Communication

Primer

You listen to and acknowledge other people's

thoughts and feelings: Rather than showing

that you only care about broadcasting your

feelings and insisting that others agree with

you, you encourage others to express what

they are thinking and feeling. You listen and

try to understand.

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Interpersonal Communication

Primer- Cont.

You express your own thoughts and feelings

openly and directly: If you only listen to what

other people are thinking or feeling and you

don't express your own thoughts or feelings,

you end up feeling shortchanged or "dumped

on."

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Interpersonal Communication

Skills

I-statements help you express the way you feel and

what you want with great clarity. Sometimes people

use "you" statements, such as "You never call when

you are going to be late." This type of statement canmake others feel angry and defensive immediately.

When you use I-statements, such as, "I really need

to know when you're going to be here so I can make

plans," you express your the concern in terms ofyou.

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Interpersonal Communication

Skills - Cont.

A respectful tone of voice conveys that you

are taking others seriously and that you also

expect to be taken seriously. In addition,

people with good communication skills are

assertive without being aggressive or

manipulative

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Interpersonal Communication

Skills - Cont.

Eye contact is vital for good communication.

For example, how would you feel if the

person you were talking to kept looking

around the hallway or out the window?

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Interpersonal Communication

Skills - Cont.

Appropriate body language encourages

conversation. Nodding your head, smiling,

laughing, using words such as "uh-huh" and

"yeah" and asking questions at appropriate

times assure the person that you are really

listening.

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Interpersonal Communication

Skills - Cont.

Clear, organized ideas help you accurately

and honestly describe your feelings and

contribute to conversations and to decisions

that need to be made. Good communicators

are also specific. For example, a good

communicator would say, "I need to use the

computer from 7-9," as opposed to "I'll needthe computer tonight."

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Communication Styles

Passive communication involves the inability

or unwillingness to express thoughts and

feelings. Passive people will do something

they don't want to do or make up an excuse

rather than say how they feel.

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Communication Styles - Cont.

Assertive behavior involves standing up for

oneself. Assertive people will say what they

think and stand up for their beliefs without

hurting others

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Communication Styles - Cont.

The aggressive style of communication

involves overreaction, blaming and criticizing.

Aggressive people try to get their way

through bullying, intimidating or even physicalviolence. They do not or will not consider the

rights of others.

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Communications during a

crisis

Effective Listening

Appropriate Self-disclosure

Audience UnderstandingPerceptual Clarity

Channel Awareness (all senses)

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Communications during a

crisis - Cont.

Effective Verbal Messages Reasoning

Evidence

Credibility

Organization

Style

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Communications during a

crisis - Cont.

Effective Nonverbal Messages Vocalics

Kinesics

Artifacts

Touch

Proxemics

Environmental factors

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Communicate Under Pressure

keep everyone inform at the same time give everyone important instructions

collectively

encourage people to ask questions involve people in key decisions be available let them see that you are rooting from them keep your sense of humor

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Functions of Interpersonal

Communication

Gaining Information

Building a Context of Understanding

Establishing Identity Interpersonal Needs Inclusion

Control

Affection

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Good Communication Benefits

less gossip

better motivation

higher productivity increased staff loyalty

lower staff turnover

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Summary

Interpersonal Communication Primer

Interpersonal Communication Skills

Communication StylesCommunication during a crisis

Functions of interpersonal communication

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Lets think about it

We hear but we do not listen

We see but we do not observe/read

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References

Functions of Interpersonal Communication at http://www.abacon.com/commstudies/interpersonal/infunctions.html byTim Bochers, Moorhead State University, US

Interpersonal Communication Involves athttp://www.uh.edu/crc/intcomm.html by Crisis Resource Center,Universirty of Houston (2002)

Interpersonal communication at Health Teacherhttp://www.healthteacher.com/teachersupports/skills4.asp byAnita Davis, Health Teacher.com, Tennesse, US. (2002)

Four Principles of Intersonal Communicationhttp://www2.pstcc.cc.tn.us/~dking/interpr.htm by Donn King,Associate Professor, Pellissippi State Technical Community

College, Knoxville. US.

http://www.abacon.com/commstudies/interpersonal/infunctions.htmlhttp://www.abacon.com/commstudies/interpersonal/infunctions.htmlhttp://www.uh.edu/crc/intcomm.htmlhttp://www.healthteacher.com/teachersupports/skills4.asphttp://www2.pstcc.cc.tn.us/~dking/interpr.htmhttp://www2.pstcc.cc.tn.us/~dking/interpr.htmhttp://www.healthteacher.com/teachersupports/skills4.asphttp://www.uh.edu/crc/intcomm.htmlhttp://www.abacon.com/commstudies/interpersonal/infunctions.htmlhttp://www.abacon.com/commstudies/interpersonal/infunctions.html

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Reference Books

Shirley Taylor, Essential Communication

Skills: The Ultimate Guide To Successful

Business Communication, Longman, 2000

,ISBN 0 582 43202 2

Ros Jay, The Seven Deadly Skills Of

Communicating, International Business

Press, 1999, ISBN 1-86152-373-4,www.itbp.com

http://www.itbp.com/http://www.itbp.com/