People Management and Communication Skills

Four Key Aspects to People Management

People Skills

Understanding how people communicate

Expressing your thoughts and feelings clearly

Speaking up when your needs are not being met

Asking for feedback and giving quality feedback in return

Influencing how others think and act

Bringing conflicts to the surface and getting them resolved

Collaborating with others

Shifting gears when relationships are unproductive

Communication Skills

Interpersonal Intrateam

Effective Communication: Discuss

1. What is interpersonal communication?2. What is intrateam communication? 3. Why learn about interpersonal and intrateam

communication? 4. How might I understand effective communication? 5. Verbal vs. non verbal communication6. Reasons for communication breakdown7. Overcoming communication barriers8. How can I improve my communication skills?

The Communication Process

Verbal vs. Non Verbal Communication

• Facial expression• Eye contact• Tone of voice• Body posture• Body motions• Positioning within

groups• The way we wear our

clothes• The silence we keep

Bodily speaking…

• Edward T. Hall, social anthropologist

• In a normal conversation between two persons– less than 35% of the

social meanings is actually transmitted by words.

– at least 65% of it is conveyed through the body

Facial Expressions

• Face is the index of Mind

• The eyes, the lips and the muscles express many feelings

• It can also be deceived by manipulation

The Eyes

• Stare or fixed gaze suggest involvement or wonder or eye disapproval.

• Raised looks show dominance.

• Downcast looks suggest weakness and submission

• Direct eye contact communicates honesty, transparency and neutral attitude.

Gestures and Posture

Positive Gestures• Open Palms• Eye-to-eye confrontation• Smile• Equal HandshakePostures• Standing position• Walking style• Hand Movements

NONVERBAL BEHAVIOR INTERPRETATION

Brisk, erect walk Confidence

Standing with hands on hips Readiness, aggression

Sitting with legs crossed, foot kicking slightly

Boredom

Sitting, legs apart Open, relaxed

Arms crossed on chest Defensiveness

Walking with hands in pockets, shoulders hunched

Dejection

NONVERBAL BEHAVIOR INTERPRETATION

Hand to cheek Evaluation, thinking

Touching, slightly rubbing nose Rejection, doubt, lying

Rubbing the eye Doubt, disbelief

Hands clasped behind back Anger, frustration, apprehension

Locked ankles Apprehension

Head resting in hand, eyes downcast

Boredom

Rubbing hands Anticipation

Reasons for Communication Breakdown

1. Perceptual and language differences2. Information overload3. Inattention 4. Time pressures

Reasons for Communication Breakdown

5. Distractions/Noise6. Emotions 7. Complexity in organizational structures8. Poor retention

Overcoming Communication Barriers

1. Eliminating differences in perception2. Use of simple language3. Reduction and elimination of noise levels4. Active listening5. Emotional state

Overcoming Communication Barriers

6. Simple organizational structure7. Avoid information overload8. Give constructive feedback9. Proper media selection10.Flexibility in meeting the targets

How can I improve my communication skills?

1. Become an active listener2. Become a good conversationalist3. Become an effective presenter4. Become a good writer5. Learn how to deliver bad news6. Give constructive feedback and criticism

1. Become an Active Listener

• Listen with empathy• Show interest with body language and use

interested-listener phrases• Summarize • Interpret

1. Become an Active Listener

• Fight off competing thoughts– Change your physical position– Ask a clarifying question

• Don’t forget their names!– When you’re introduced to someone, shut out all thoughts and

listen for the name.– Next, make a point of repeating it out loud immediately. You’ll

hear, “I’m Joseph,” and as you shake hands, say, “Nice to meet you, Joseph.”

– Finally, take a second to concentrate fully on the person’s face, and think, “Joseph.”

5. Delivering Bad News

• State bad news candidly• State bad news clearly• Show empathy• End with something positive

6. Constructive Feedback and Criticism

• Constructive Feedback– Returning output of information based on

input received by another

• Constructive Criticism– The act of making judgments or evaluations

Receiving Feedback

Evaluate if you are taking the constructive criticism personally

Get yourself in a continuous improvement mood

Find something that you can agree with and express that agreement

Do not assume that you know what the other person thinks or feels

Giving Feedback

Start with something supportive State your opinion using “I” statements Monitor your tone of voice and body

language