HS-001B Week2 Interpersonal Comm.ppt
Transcript of HS-001B Week2 Interpersonal Comm.ppt
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Communication IssuesCommunication IssuesCommunication IssuesCommunication Issues
Written Communication
Verbal Communication
The Grapevine
Nonverbal Cues
Electronic Media
Written Communication
Verbal Communication
The Grapevine
Nonverbal Cues
Electronic Media
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Grapevine communication….Word of mouth…..
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Thinking and Communication Skills
Interpersonal Communication
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IntroductionInterpersonal communications means
"showing appropriate ways to exchange your ideas and needs."
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Learning OutcomesLearning OutcomesLearn why communication is important to
be success in life
Describe the communication process
Learn to overcome communication barriers
Identify active listening techniques
Learn how to give effective feedback
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Learning OutcomesLearning OutcomesLearn how to analyze and resolve conflict
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Interpersonal Skills/Facilitation Skills
listening
questioning
language & communication using feedback
conflict handling
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ESSENTIAL IP COMPETENCIES Self awarenessControlMotivationAcknowledging the interests of
subordinatesCommunication skillsResponsibility And Accountability
AssertivenessA Beautiful Whole
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DEVELOPING IP Skills Developing Assertiveness Accepting Responsibility Managing Conflicts
AvoidingAccommodatingCompeting/ForcingCollaboratingCompromising
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Life Positions
I’m OK — I’m OK —You’re not OK You’re OK
I’m not OK — I’m not OK —You’re not OK You’re OK
Attit
ude
towa
rd O
nese
lf
Attitude toward Others
Negative Positive
Positive
Negative
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Management Conflict Styles
Assertivebehavior
Aggressivebehavior
Accommodatingstyle
Collaboratingstyle
Compromisingstyle
Avoidingstyle
Forcingstyle
Passivebehavior
High concernfor others’
needs
Low concernfor others’
needs
High concernfor ownneeds
I’mnot OK —You’re OK
I’m OK —You’re OK
I’mnot OK —
You’re not OKI’m OK —
You’re not OK
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Factors Hampering Interpersonal InteractionsPoor ListeningEmotional ArousalLack of TimeDifferences in objective
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SenderSender
EncodingEncoding
ReceiverReceiver
DecodingDecodingChannelChannel
Feedback
Message Message
Noise
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Constructive/Destructive FeedbackConstructive
PrivateAddress behavior- not personSpecificPromptPositiveSuggest actions to solve problem
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DestructivePublicAddress personal characterGeneralDelayedNegativeNo solutions offered
Constructive/Destructive Feedback
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Intrapersonal communication refers to the conversation that is continually going on in your own mind.
Interpersonal communication refers to the different types of verbal, non-verbal and physical actions or expressions that people use when they communicate with each other. Intrapersonal & Interpersonal
Mastering the two basic types of communication is the key to successful socialization.The ability to communicate ideas, thoughts and feelings serves as the basis for all successful human interaction.
Types of Communication
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FilteringFiltering
EmotionsEmotions
SelectiveSelectivePerceptionPerception
InformationInformationOverloadOverload
ApprehensionApprehension
LanguageLanguage
Communication BarriersCommunication Barriers
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Overcoming Overcoming Communication BarriersCommunication Barriers
Constrain emotions
Watch nonverbal cues
Use feedback
Simplify language
Listen actively
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ContemporaryContemporaryCommunication IssuesCommunication Issues
ContemporaryContemporaryCommunication IssuesCommunication Issues
Communication Communication
between Men between Men
and Womenand Women
Communication Communication
between Men between Men
and Womenand Women
CommunicationCommunication
in the Globalin the Global
VillageVillage
CommunicationCommunication
in the Globalin the Global
VillageVillage
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Active Listening Skills
Active Listening Skills
AcceptanceAcceptanceAcceptanceAcceptanceResponsibilityResponsibilityResponsibilityResponsibility
IntensityIntensityIntensityIntensity EmpathyEmpathyEmpathyEmpathy
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EffectiveEffectiveFeedbackFeedbackEffectiveEffectiveFeedbackFeedback
ProvideProvideTimelyTimely
FeedbackFeedback
ProvideProvideTimelyTimely
FeedbackFeedback
KeepKeepFeedbackFeedback
ImpersonalImpersonal
KeepKeepFeedbackFeedback
ImpersonalImpersonal
Focus on What Focus on What the Receiverthe ReceiverCan ControlCan Control
Focus on What Focus on What the Receiverthe ReceiverCan ControlCan Control
Focus onFocus onSpecificSpecific
BehaviorsBehaviors
Focus onFocus onSpecificSpecific
BehaviorsBehaviors
StayStayGoal-Goal-
OrientedOriented
StayStayGoal-Goal-
OrientedOriented
EnsureEnsureUnderstandingUnderstanding
EnsureEnsureUnderstandingUnderstanding
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Sources ofConflict
Sources ofConflict
CommunicationDifferences
CommunicationDifferences
StructuralDifferencesStructural
Differences
PersonalDifferences
PersonalDifferences
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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 message" and refusal techniques.
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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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Other related issues of IPInterpersonal Communication Primer Interpersonal Communication SkillsCommunication Styles Communication during a crisisFunctions of interpersonal communication
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Vocabularyinterpersonalof relationships between people:
concerning or involving relationships between people
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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 by speech, writing, or gesture so that it is clearly understood
understand one another: to share a good personal understanding.
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Five methods of communicationWritten wordSpoken wordVisual imagesMultimediaSymbolic gesture
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The 6 written communication methods 1. memo – less formal than letter, more likely to be
read, not confidential2. notice boards – may never be read, good for staff-
to-staff3. letter to staff – private, personal, lends weight to
its subject4. e-mail – private, less formal than letter, less
likely to be kept like letter5. faxes – personal, public6. internal newsletter – public, not for bad news,
useful for minor but necessary news
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The 5 verbal communication methods1. telephone – immediate, informal, private2. one-to-one meeting – confidential, more
formal than phone call3. departmental or inter-departmental
meeting – for group 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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Interpersonal Communication PrimerYou 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 can make 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 of you.
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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 need the computer tonight."
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Communication StylesPassive 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 physical violence. They do not or will not consider the rights of others.
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Communications during a crisisEffective Listening Appropriate Self-disclosure Audience Understanding Perceptual Clarity Channel Awareness (all senses)
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Communications during a crisis - Cont.Effective Verbal Messages
ReasoningEvidenceCredibilityOrganization Style
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Communicate Under Pressurekeep everyone inform at the same timegive everyone important instructions
collectivelyencourage people to ask questionsinvolve people in key decisionsbe availablelet them see that you are rooting from themkeep your sense of humor
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Functions of Interpersonal CommunicationGaining Information Building a Context of Understanding Establishing Identity Interpersonal Needs
InclusionControlAffection
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Good Communication Benefits less gossipbetter motivationhigher productivityincreased staff loyaltylower staff turnover
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SummaryInterpersonal Communication Primer Interpersonal Communication SkillsCommunication Styles Communication during a crisisFunctions of interpersonal communication
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Building Positive Relationship Use of ‘I’ Focus on problem solving Don’t Deceive Empathy ListenUse of Praise
Be specificPraise progressSincereDon’t overdoTiming
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Dealing with CriticismUnderstand the Reason behindEmpathyDon’t personalize criticismDo not be JudgmentalDo not overload
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Let’s think about itWe hear but we do not listenWe see but we do not observe/read
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So last but not the least So, Interpersonal skills relate to a person’s
“EQ” (Emotional Intelligence Quotient). This is the cluster of personality traits, social graces, communication, language, personal habits, friendliness, and optimism that characterise our relationships with other people
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ReferencesFunctions of Interpersonal Communication at
http://www.abacon.com/commstudies/interpersonal/infunctions.html by Tim Bochers, Moorhead State University, US
Interpersonal Communication Involves… at http://www.uh.edu/crc/intcomm.html by Crisis Resource Center, Universirty of Houston (2002)
Interpersonal communication at Health Teacher http://www.healthteacher.com/teachersupports/skills4.asp by Anita Davis, Health Teacher.com, Tennesse, US. (2002)
Four Principles of Intersonal Communication http://www2.pstcc.cc.tn.us/~dking/interpr.htm by Donn King, Associate Professor, Pellissippi State Technical Community College, Knoxville. US.
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Number one on this list is to do a skills inventory and
identify areas where you need to improve. Enlist family and friends to help you out.
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Be more active in team activities, especially if you normally are very independent in the way you work and make your decisions.
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Think about how you spend your time, both at work and home.
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Reflect on how you react to criticism. Do you lash out, get defensive or just refuse to listen?
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Do you ask people tough questions? Are you confident enough to raise thorny issues?
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Ponder some high level questions like what your life purpose is and how your career fits in the greater scheme of life.
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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
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