Inter personal communication skills
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Transcript of Inter personal communication skills
Communications
Interpersonal Communications
Interpersonal Communication SkillsAgenda
• Icebreaker• Welcome and Overview• Communication Process• Types of Communication
– Verbal– Non-verbal– Listening
• Factors influencing Communication• Parking Lot• Discussion/Evaluation
Interpersonal Communication SkillsExercise 1
• Pair participants with someone they don’t know, if possible
• Take five minutes to interview each other to learn enough to introduce your partner to the group
• Each person introduces their partner to the group
Interpersonal Communication Skills
• What is communication– A process in which a person, through language,signs
and symbols, conveys a message to another person– Comprised of
• Sender• Message• Channel• Receiver• Feedback• Barriers
Interpersonal Communication Skills
– Sender• Language and how you use it• Credibility• Knowledge of content, audience and context• Experience, attitudes and values
– Message• Written – words, sentences, paragraphs• Oral – use of voice – tone and pitch• Non-verbal – gestures, facial expressions,
eye contact, environment (office set up)
Interpersonal Communication Skills
– Channel• Verbal – face to face meetings, telephone, video• Written – reports, letters
– Receiver• Abilities• Attitudes• Experience
– Feedback• Receiver responds in some way• Sender can evaluate effectiveness of message
Interpersonal Communication Skills
• Barriers– Inappropriate medium or channel– Incorrect grammar, inflammatory words,
words that conflict with body language– Technical jargon– Noise
• Can occur at any stage• Can be interference from various sources –
radio, chatter, etc.
Interpersonal Communication SkillsExercise 2
• Discuss barriers to communication process• Brainstorm and discuss some barriers in your workplace
or volunteer group
Interpersonal Communication SkillsCase study exercise 3
• Exercise– Identify strategies to deal with common
communication problems
Types of Communication
• Verbal• Non-verbal• Listening
Types of CommunicationExercise 4
• How we communicate– Role Play
How we communicate
• Verbal – 7%• Quality and tone of voice – 38%• Visual (non-verbal) 55%
Verbal Communication
– Speech• Rang e• Pitch• Volum e • Enunciatio n• Pronunciatio n• In fliction• T one
Non-verbal communication
• Body language• Written communication
Non-verbal communication
• Appearance/image• Environment
Interpreting Non-verbal Behaviour Exercise 5
• Discover what you know about non-verbal language
• Think about some non-verbal behaviours that have not been discussed
ListeningExercise 6
• Complete the listening skills exercise• Rate your listening skills
Types of Listening
• Pseudo – Listen to meet some other need– Make people think you are interested– Keep alert to see if you are being rejected– Get some time before your next comment– Pretend to be listening to be polite– Natural to be pseudo listening some times
Types of Listening
• Active– Listen without barriers (time, emotional)– Listen to the entire message by focusing on
verbal and non-verbal message– Listen using your non-verbal communication
skills– Listen to the person without interrupting,
judging or arguing– Clarify and ask questions or paraphrase
Improving Listening through Feedback
– Paraphrasing– Perception checking– Describing behaviour– Making “I” statements
Paraphrasing
– Tests your understanding of communicator’s message
– Allows communicator to clarify a misunderstanding
– Provides climate where communicator can feel understood
– Provides communicator with sense that what they are saying is important
Perception Checking
– Describe other's feelings or behavior– Indicates to person that you want to
understand their feelings– State interpretation of behavior– Ask if interpretations are accurate
Describing Behaviour
– State what has been observed– Does not judge behaviour– Use it to indicate negative behaviour– Provides non-threatening opening to further
communication
Making “I” Statements
• Use when you want to explain your feelings• Use to reduce level of tension in conflict situation
Making “I” Statements
• How to make an I statement– -When (description of behaviour, not person), – -I feel (description of the feeling, – -because (tangible or real effect) or how about
if (suggestion for change) pushes speaker to define what disturbs him/her
Paraphrasing Exercise 7
• Discuss some ways to provide feedback through paraphrasing
• Discuss the exercises in manual
Giving and Receiving FeedbackExercise 8
• Assign groups• Write your responses • Share responses with group • Select one response to share with large group
Ways We CommunicatePublic Speaking
Exercise 9
• Discuss public speaking fears• Discuss some strategies to improve public speaking
fears
Ways We Communicate
• Speeches• Presentations• Correspondence/office communication• Telephone• Voice mail• Email• Websites• Blogs• Others?
Email PracticesExercise 10
• Discuss advantages and disadvantages of email
Factors Influencing Effective Communication
• Special needs/accessibility• Environment/setting• Literacy skills• Cultural factors• Email etiquette• Tone• Respect and appropriateness• Gender neutrality• Jargon• Others
Communication Blockers
• Responses that can block effective communication– Evaluation response– Advise giving response– Topping response– Diagnosing, psychoanalytic response– Prying-questioning response
Before moving on…
• Parking Lot • Summary• Evaluation
Interpersonal Communications
• Questions?• Thank you!• See you tomorrow!