Interpersonal Communication

Strengthening Your People Skills

in the Workplace

I told the doctor I broke my leg in two places. He told me to quit going to those places.

-Henny Youngman

Introductions• Name

• Job

• Agency

• Interests/needs/wants

“It’s a Puzzlement”

Observations

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Effective Communication

You say it.

I get it.

You get that I got it.

Can you see it?

A S A P

How Meaning—Trust and Believability—is Communicated

7% by words

38% by vocal expression

55% by facial expression and posture

Elevator

Fun

Vocalism ExampleI trust you.

I trust you.

I trust you.

I trust you?

Constructive FeedbackModel

“I” Statement

I feel…when…

because…

+

Request

Example

I get frustrated

when you interrupt me

because I lose my train of thought.

It would help me if I could finish my thought before

you respond.

Practice Scenarios

1. A coworker is dropping by to visit more often or longer than you’re comfortable with.

2. A coworker is using the water cooler but not paying the monthly membership fee.

3. A coworker is talking very loudly at his or her desk.

4. A coworker keeps bailing out of your scheduled project meetings.

5. A coworker is talking negatively about another coworker.

Neutral Language: Example #1

Statement A: Your ideas are always out there.

Statement B: I disagree with you.

Statement C: I have a different perspective on it.

Neutral Language: Example #2

Statement A: You never include me in important decisions.

Statement B: Why didn’t you send the e-mail to me?

Statement C: I didn’t get the e-mail. Am I on your list?

Withholding constructive

feedback is like sending people out on a long

and complicated hike without a

compass.

Listening Quiz

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5.

6.

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8.

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10.

“Thought Speed Gap”

The average speaking rate is

125 – 150 words per minute

The average thinking rate is

400 words per minute

Defensive vs. Supportive

“Tootsie”

• Michael (Dustin Hoffman) and George

• Place a “T” on the appropriate place on the scale

“Big”

• Josh (Tom Hanks) and Mac

• Place a “B” on the appropriate place on the scale

Gossip

• Who gossips to you will gossip of you. -Turkish proverb

• A question to ask a gossip:

“What is it about my behavior that makes it easier for you to talk about me, rather than to me?”

Relationship Maintenance

Like everything else, relationships need maintenance. They don’t keep running smoothly

on their own.They require an

investment of time.

“STPS” Recognition Model

S pecific

T imely

P ersonal

S incere