Mastering Personal and Interpersonal Skills Mastering Personal and Interpersonal Skills
Interpersonal Skills Presentation
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Transcript of Interpersonal Skills Presentation
Introducing the Basic Concepts
Fabio de Assis
Interpersonal Interpersonal SkillsSkillsInterpersonal Interpersonal SkillsSkills
"Interpersonal skills" refers topmental and communicativealgorithms applied during socialcommunications and interactions in
People’s Interactioncommunications and interactions inorder to reach certain effects orresults. The term "interpersonalskills" is used often in business
Communication Skillsskills is used often in businesscontexts to refer to the measure of aperson's ability to operate withinb i i ti th h
• Interviewing• Counselling
l h ff blbusiness organizations throughsocial communication andinteractions.
• Dealing with staff problems• Leading Discussions
Basic Elements of CommunicationBasic Elements of CommunicationBasic Elements of CommunicationBasic Elements of Communication
The process of communicationpinvolves four basic elements.
Sender: person who sendsinformation.
Receiver: person who receives thepinformation sent.
Message: content of informationt b dsent by sender.
Feedback: response from receiver.
Communication ChannelsCommunication ChannelsCommunication ChannelsCommunication Channels
Communication channels are themedium chosen to convey themessage from sender to receiver. Verbal Non‐
VerbalDirect channels: those that areobvious, and can be easily recognizedb th i
Written / k
Body by the receiver.
Indirect channels: those channels that
Spoken Language
are usually recognized subliminally orsubconsciously by the receiver, andnot under direct control of the sender.
Colour Soundnot under direct control of the sender.
Types of Interpersonal CommunicationTypes of Interpersonal CommunicationTypes of Interpersonal CommunicationTypes of Interpersonal Communication
Interpersonal Communication isbdi id d i t tsubdivided into 3 types:
Dyadic Communication: method ofcommunication that only involves two Qty of people involvedcommunication that only involves twopeople such as a telephone conversation oreven a set of letters.
Public Speaking: is the process ofki f l i
Medium
speaking to a group of people in astructured, deliberate manner intended toinform, influence, or entertain thelisteners.
Message / Information
Small Groups Communication: refers tothe nature of communication that occurs ingroups that are between 2 and 12individuals.
How the message is delivered
Body LanguageBody LanguageBody LanguageBody Language
Body language is the most primitivey g g pform of communication.
Facial Expressions
Also known as non‐verbalcommunication, it’s often moreefficient than spoken language, by Body Movementsshowing the true meaning of whatwe speak.
y
May be deceiving, very much used inBusiness and Political affairs.
Hand Gestures
Facial Expressions and their MeaningsFacial Expressions and their MeaningsFacial Expressions and their MeaningsFacial Expressions and their Meanings
Pouting with the lower lip: Worry orNervousness
Pursed lips or pouting: Annoyance orIrritation
Sucking of lips: Puzzlement
Curled Lip: Dislike or Distaste
K itt d B P l tKnitted Brows: Puzzlement
Pulling a face: Indifference orAnnoyance
Raised Eyebrows: Surprise orDisagreement
One Raised Eyebrow:Displeasure
(Burton:1996:10) Source:Google Images
Body MovementBody MovementBody MovementBody Movement
Movement Meaning
Leaning forwardsslightly towards the
You’re listening andpaying attention toslightly towards the
personpaying attention towhat is being said
Nodding occasionally PayingAttention
Leaning back withLeaning back withyour head resting onthe back of your chair
You’re not interestedin what is being said
Fidgeting MovementsYou’re irritating the
Source:Google Images
Fidgeting Movementsother person
Hand GesturesHand GesturesHand GesturesHand Gestures
Gestures Meaning
Open HandsDemonstrate warmth,confidence and interest
pconfidence and interest
Nervous Movementslike fiddling withobjects, doodling, Irritatingplaying with yourhair
Source:Google Images
Eye ContactEye ContactEye ContactEye Contact
Contact Meaning
d h l
Direct eye contact
Depends on the culturein question, varyingfrom confidence andrespect (low powerd )distance) to extremedisrespectfulness (highpower distance)
Source:Google ImagesEye contact avoidance
Once again depends oneach culture, showingrespect, fear, shynessand so on.
Spoken CommunicationSpoken CommunicationSpoken CommunicationSpoken Communication
In order to communicate effectively,L
ythe Spoken Language fills the gapleft by the Body Language, whichisn’t able to transmit the whole
Language
isn t able to transmit the wholemeaning of ours thoughts to theothers.
H h l li i
Clarity
Humans are the only living creatureswho are able to communicate in avery complex level. We’ve been
Listening
doing and improving this forthousands of years. Understanding
ApproachingApproachingApproachingApproaching
In order to approach people, it’spp p pimportant to be aware of thecircumstances.
Different Circumstances
Some people like to be approachedstraight up and others must feel Demandcomfortable with the environmentprior to being approached.
Different Approaches
Analysing the circumstance is thekey factor for the right approaching.
pp
ListeningListeningListeningListening
The most important communication Person’s 1 Action Person’s 2 Actionpskill of all.
Speak Listen
Continue to Speak EvaluateEnables the receiver to fullyunderstand the situation, givingenormous advantage to the good
Continue to Speak Form an opinion
Continue to Speak Plan reply
listener.
It’ l t l
Continue to Speak Rehearse reply
Wait for a gap to It’s a complex mental process, asshown on the right side.
Continue to Speakg p
speak and keep on listening
Presentation SkillsPresentation SkillsPresentation SkillsPresentation Skills
Presenting effectively is aboutg yselling the idea to the public.
The rep tation of Managers maThe reputation of Managers maydepend on how good theirPresentation Skills are.
Crucial decision can be made basedon formal presentations.on formal presentations.
Presentation Skills are easily judgedb h bl dby the public. (Rees andPorter:2001:176)
Presentation ChecklistPresentation ChecklistPresentation ChecklistPresentation Checklist
Clarity of Expression and choice ofl
ClarifyObjectiveslanguage
EyeContact and Body Language
Volume of Information
Identify the target audiencePrior publicityGeographical and Acousticarrangements
Use of Humour
Pitch and variety of voices
Use of examples
arrangementsStructureWill the opening attract interest?Involvement of colleagues and Use of examples
Rehearsal
Opportunity for feedback
B k t d f f th
gaudienceMotivation and comprehension ofthe audienceTiming pace and duration Back‐up notes and source of further
information
Evaluation of Presentation
M difi i f h f
Timing, pace and durationTimeControlBeware of reading from notesVisual Aids
Modifications for the future(Rees and Porter:2001:176‐177)
Tools for Helping Balancing the SkillsTools for Helping Balancing the SkillsTools for Helping Balancing the SkillsTools for Helping Balancing the Skills
The most known and applied tools for thisJ h i d N h iWi dmatter are Johari and NohariWindows.
The Johari window model focuses on thebalance of interpersonal communicationbalance of interpersonal communication.Interpersonal communication encompasses:
Speech, Nonverbal communication,p , ,Unconscious communication, summarizing,paraphrasing, listening, questioning,Initiating,Turn‐taking
The Nohari Window is the inversion of theJohari window, and is a collection of negativepersonality traits instead of positive.
Johari WindowJohari WindowJohari WindowJohari Window
A Johari window is a metaphorical toold b J h L f d Hcreated by Joseph Luft and Harry
Ingham in 1955 in the United States,used to help people better understandtheir interpersonal communicationpand relationships. It is used primarily inself‐help groups and corporatesettings as a heuristic exercise.
When performing the exercise, thesubject is given a list of 55 adjectivesand picks five or six that they feelp ydescribe their own personality. Peersof the subject are then given the samelist, and each pick five or six adjectivesthat describe the subject Thesethat describe the subject. Theseadjectives are then mapped onto agrid.
Quadrants Quadrants ‐‐Johari Window (cont )Johari Window (cont )
Adj ti th t t l t d bAdj i l d b b h h
Quadrants Quadrants Johari Window (cont.)Johari Window (cont.)
Adjectives that are not selected bythe participant but only by theirpeers are placed into the Blind Spotquadrant. These representinformation of which theparticipant is not aware, but others
Adjectives selected by both theparticipant and his or her peers areplaced into the Arena quadrant.This quadrant represents traits ofthe participant of which both they
are, and they can decide whetherand how to inform the individualabout these "blind spots“.
p p yand their peers are aware.
Adjectives selected only by theparticipant, but not by any of theirpeers, are placed into the Façadequadrant, representing informationb t th ti i t f hi h th i
Adjectives which were not selectedby either the participant or theirpeers remain in the Unknownquadrant, representing theparticipant's behaviors or motiveshi h t i d babout the participant of which their
peers are unaware. It is then up tothe participant whether or not todisclose this information.
which were not recognized byanyone participating. This may bebecause they do not apply, orbecause there is collectiveignorance of the existence of thattrait.
Johari Window Adjectives ListJohari Window Adjectives ListJohari Window Adjectives ListJohari Window Adjectives List
Able Dependable Intelligent Patient Sensible
Accepting Dignified Introverted Powerful Sentimental
Adaptable Energetic Kind Proud Shy
Bold Extroverted Knowledgeable Quiet Silly
Brave Friendly Logical Reflective Spontaneous
C l Gi i L i R l d S th tiCalm Giving Loving Relaxed Sympathetic
Caring Happy Mature Religious Tense
Cheerful Helpful Modest Responsive Trustworthyp p y
Clever Idealistic Nervous Searching Warm
Complex Independent Observant Self‐assertive Wise
Confident Ingenious Organized Self‐conscious Witty
How does this affect the Manager?How does this affect the Manager?How does this affect the Manager?How does this affect the Manager?
The more developed theM ’ I t l killManager’s Interpersonal skillsare, the easier it’ll be to deal withproblems within the company,such as managing conflict andg gleadership.
Managers with developed
Performance
g pInterpersonal Skills such asinterviewing, counselling andleading are more capable tomotivating and leading their staff
Healthy Interaction
motivating and leading their staffto meet the demands of thebusiness. (Burton &Burton:1994:01)
Manager w/ Developed
Interpersonal Skills
Motivated and Goal
Orientated StaffSkills Staff
SummarizingSummarizingSummarizingSummarizing
Interactionte act o
Verbal Communication
Other Skills
Interpersonal Interpersonal Skills
Body LanguageListening
PresentationApproaching
ExtrasExtrasExtrasExtras
Websites: Books:
Online Johari Window Tool availableat http://kevan org/johari
BURTON, J. (1995). Interpersonalskills for travel and tourism Londonat http://kevan.org/johari
Online Nohari Window Tool availableh //k / h i
skills for travel and tourism. London,Longman Scientific &Technical.
REES W D ( ) Th kill fat http://kevan.org/nohari
Complete Fabio’s Johari Window at
REES, W. D. (2001). The skills ofmanagement. London, ThomsonLearning.
phttp://kevan.org/johari?name=Assis
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